Support Specialist - P - FULL TIME

What do we do?

ACD Connect. is an innovative, virtual company that thrives on brokering solutions for our non-profit clients. ACD’s heartbeat and competitive edge is powered by our people. Our company has grown from providing routine call center services to providing high-level, full-scale donor support resources and products. Our proprietary scripting engine, web forms and custom-built reporting enable clients to successfully conduct large-scale fundraising campaigns with accuracy and creativity.

What will you do?

Assist our client with handling their customer inbound call and email needs. The type of calls will assist with General Portal Support, Billing Support and Client Portal Support.

Available Shifts

Applicants must be available to work at least three (3) shifts per week, including one Saturday every other weekend.

Available shifts (Eastern Time):

Employment Classification: Full-Time

Work Schedule:

• • Monday: 1:00 PM – 7:00 PM
  • Tuesday: 1:00 PM – 7:00 PM
  • Wednesday: 1:00 PM – 7:00 PM
  • Thursday: 1:00 PM – 7:00 PM
  • Friday: 1:00 PM – 7:00 PM
  • Saturday: Off
  
  

Total Scheduled Hours: 30 hours per week

All times are Eastern Time (ET). Schedules are subject to change based on business needs.

While the exact responsibilities will vary based on the business needs, the main duties of the Support Specialist role is summarized below.

Training

The schedule for training will be in the afternoon 9am-5pm Pm EST, Monday-Friday.  

Responsibilities

• Take customer calls and emails and provide accurate, satisfactory answers to their queries and concerns
• Guide callers through troubleshooting, navigating the company site or using the products or services
• Review customer accounts, providing customer with updates and information about billing and other account items
• Collaborate with other Specialists to improve customer service
• Perform other related duties as assigned by management

What does it take?

• USB Headset

• Webcam - All training is 100% on camera
• Laptop or PC (No tablets/Chromebooks/Macs)
• Reliable Broadband internet connection with at least 25 Mbps download capacity and 10 Mbps upload capacity.

• All Agents must meet the technical system requirements necessary to perform the essential functions of the position. Our systems are not compatible with MacBooks, Apple devices, Chromebooks, or tablets. This position requires the use of a personal desktop or laptop running a Windows operating system, Microsoft Office Products with compatibility for HP platforms and software.

• Must be available to work Afternoon/evenings, Saturday and Sunday shifts

>>>>> Due to our current state contracts, we are unable to hire INTERNATIONALLY and in these states at this time:  CT, CO, MA, DE, DC, NJ, NY, CA, OR, WV, MT, MN, AR, ID, WY, WA, AK, HI, PR

All applicants applying from these states or internationally unfortunately cannot be considered.

How will we support you?

- Compensation:

• $10 during the training period up to 2 weeks  (higher state minimum wage will be paid to those in states where it applies)
• $16.50/hr after completing training period  (training period attended at 100% attendance)
• When additional queue skill level training has been completed and production levels are met, compensation will move to $17.00/hr

- Remote Work – No commute time to the office

- Benefits:

• Medical/Vision and Dental Insurance
• Flexible Spending Account / Health Savings Account
• Personal Accident Insurance
• 401(k)/Roth retirement plans with matching
• Tiered PTO based upon length of employment
• Employee Assistance Services for Mental Health/Substance Abuse/Counseling resources
  

• Earn up to approximately 2 hours of PTO earned per pay period and begin using after 90 days of employment

**ACD Direct, Inc. is an equal opportunity employer and values diversity. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate based on any status protected under federal, state, or local law.