**MRF: F598**
**Is This YOU? Then We Want to Meet You!**
- Maintain the highest level of quality by resolving issues with the correct info in a timely manner.
- Accurately identify and convert customers for our client Home Advisors.
- Strive to resolve customer issues with one-chat/one-call resolution.
- Meet and exceed biannual goals set forth by Technical Support Management.
**DUTIES and RESPONSIBILITIES**:
- The job role is to take calls and answer tickets through our CRM. (Voiced Accounts)
- Provide customer service by answering questions and providing resolution based on the campaign's processes.
- Take ownership of each issue assigned and effectively bring it to resolution or escalation according to any and all approved workflows communicated by Technical Support Management.
- Ensure complete resolution of issue(s) in order to prevent customers having to contact us again.
- Effectively troubleshoot, resolve and properly document support calls, chats, and cases.
- Effectively execute transactions for paid services.
- Work closely with other departments to resolve outstanding issues.
- Assist in documenting solutions for our Knowledgebase for training and information purposes.
- Perform remote analysis and diagnosis of customer issues and recommend and/or implement corrective solutions.
- Provide backup chat/case/call support for Customer Service volume when necessary.
- Project a positive attitude and be a mentor for other employees.
- Accurately record and submit timesheets and paid time off requests.
- Accurately track, log and otherwise tag support requests using the approved CRM, and/or other management-approved tools.
**KEY TECHNICAL SKILLS, KNOWLEDGE and QUALIFICATIONS**:
- Minimum of high school diploma or equivalent required, post high school education preferred.
- Technical certifications including A+, Network+, Security+ or Microsoft Desktop Support Engineer/Microsoft Certified Professional (MCP) certifications are highly desired.
- 6+ months customer service or sales experience required.
- Ability to work on multiple projects and tasks simultaneously in an efficient manner.
**KEY SUCCESS FACTORS**:
- Ability to work independently, with little supervision in a fast-paced environment.
- Customer-centric demeanor.
- Critical thinking, problem-solving, and research skills are a must.
- Must be able to adapt to every type of customer regardless of the computer skills they possess.
**PERFORMANCE MEASURES**:
- Must pass calls, case and chat quality goals.
- Must meet call/chat handling goals such as wrap-up, talk time, first contact resolution, and other stats.
- Meet or exceed goals for customer satisfaction based on customer satisfaction surveys.
- Must maintain team ownership requirements.
- Must be able to adhere to assigned schedule.
- Attend and participate in scheduled team meetings.
If this sounds like you, then you're just who we're looking for to join our remote LTVplus squad!
**Who We Are: LTVplus - Your Global Remote Team**
At LTVplus, we're all about delivering WOW-worthy customer experiences for brands worldwide. We're a remote-first company with a team spread across the globe, embracing flexibility and diversity in everything we do. We work with various clients, bringing personalized support to enhance their customer experiences.
**When you join LTVplus Your Mission will be to**:
- Be the voice of the brand, providing personalized and top-notch support.
- Collaborate with our awesome team to boost customer satisfaction and share insights.
- Use various tools and platforms to troubleshoot and resolve customer issues efficiently.
- Adapt to different client needs - because every day is a new adventure!
**Tech Checklist - Gotta Have It!**
- A reliable computer (preferably younger than 3 years) and a stable high-speed internet connection.
- Some experience with Salesforce and any Cybersecurity software would be awesome!
- A quiet, cozy workspace to handle calls and chats like a pro.
**What's in It for You? Perks & Benefits**
- Monthly pay that makes your bank account smile.
- Quarterly virtual hangouts to connect and have fun with the team.
- Annual team retreats - work hard, play harder!
Click Here - Your First 30-60-90 Days at LTVplus: What to Expect
**Employment type**
Full-time
**Department**
Operations
**Location**
Mexico/Mexico City