Technical Support Representative I

About Us

Full Potential Solutions (FPS) is a performance-based analytically driven omnichannel solutions organization with operations in Kansas City, MO, Chennai, India, Bogota, Colombia, and Manila, Philippines that puts culture and employees first. We are a rapidly growing global company, employing the best people, processes and proprietary technology to deliver groundbreaking solutions for our clients and fulfilling careers for our employees.

We invest in our people and put culture first because we believe that happy, fulfilled teams deliver breakthrough results. FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program, medical, dental and vision benefits, and the opportunity for high potential career growth with a fast-growing company.

Our Core Values:

• Integrity - Do what’s right for everyone: clients, shareholders, partners & colleagues, TEAM is more important than self, and create an atmosphere of mutual respect

• Excellence - Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvement

• Accountability - Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionate

• Grace - Respect and appreciate differences, Care for one another, Humility, Make work personal

Our Mission: To create conditions within which people can thrive!

Duties and Responsibilities

The Brand Ambassador is a passionate customer care professional responsible for providing an authentic, world-class customer experience for our clients’ customers via phone, email, and chat with the phone as the primary focus and channel.

The Brand Ambassador supports all aspects of customer service: providing information on products and offerings, processing purchase requests, sharing relevant policies, and managing escalated issues to resolution on behalf of our clients. The Brand Ambassador utilizes a variety of resources, tools, and information to navigate customer accounts, research, and review policies courteously and professionally.

This position requires an empathetic, action-oriented, and flexible problem-solver to provide an elevated and personalized customer service experience that supports and reinforces brand standards—always with a focus on providing best-in-class customer service. Essential Duties and Responsibilities include the following:

• Handle customer requests and interactions on behalf of VIPdesk Connect clients via phone, chat, and email with phone as the primary focus and channel

• With a high level of expertise, positive energy, and a can-do spirit, represent a diverse lineup of products and brands committed to customer service excellence

• Convey excitement, authenticity, and deep appreciation for the mission and values of our client’s brands

• Answer questions about purchase orders, account status, products, and services and resolve customer complaints

• Conducts initial troubleshooting and technical assistance to customers, resolving basic technical issues and escalating complex problems to higher support levels when necessary

• Apply high-quality customer service guidelines and client and VIPdesk Connect policies

• Take ownership of issues and follow through to solve problems while exercising sound judgment, and achieving a resolution that exceeds customer expectations

• Attend training and meetings as required to stay up to date with new information about the brand, products, services, processes, and policies

• Meet performance metrics including Customer satisfaction (CSAT), average handle time, quality, productivity, etc.

• Demonstrate social responsibility through ethical practices, showing awareness and respect for others and their differences, and supporting initiatives to promote diversity and inclusion in the workplace.

• Other duties as assigned

Qualifications

Soft Skills

• Technical proficiency and knowledge to troubleshooting issues, with the ability to learn and adapt to new systems and software

• Polite, friendly, and courteous phone demeanor

• Strong communication skills, both written and verbal, with the ability to adjust style to customer demographics

• Expertise in asking effective, probing questions, and applying listening techniques to identify customer needs and guiding conversations to resolve customer requests

• Proficiency with Microsoft Office suite of applications including Teams

• Responds positively to change, embracing and using new learning to accomplish complex or difficult challenges

• Excited to learn and grow; open and accepting of coaching and feedback

• Adaptable, self-motivated, and disciplined to work independently and exhibit ownership in a performance-based team environment

• Detail-oriented with a focus on quality and accuracy, and has a strong sense of urgency to meet goals

• Able to accurately document customer interaction details with limited errors

• Can type at least 35 WPM with proper spelling and grammar

• Ability and stamina for clear and engaging extended phone conversation for the duration of a scheduled shift

• Able to successfully pass a pre-employment credit, criminal, and employment reference security check where permissible by state and local regulations

• Due to the home-based nature of this job, the Brand Ambassador is required to have a home-office environment that is ergonomically sound and conducive to taking customer calls, internet connection, wired-USB headset, router, modem, webcam, and a computer system that meets VIPdesk Connect policies and maintenance requirements, including system upgrades as applicable, which may change over time

Technical Skills & ISP Requirements

• Typing speed of at least 35 WPM.

• Proficiency with Microsoft Office suite of applications; technically savvy with navigating through different systems.

• Must have a strong and stable internet connection at home.

• With at least 25 mbps postpaid subscription and proof of internet billing; actual speed of at least 20 mbps download and not less than 10 mbps upload.

• Preferably with backup internet connection.

Experience, Education, Age

• At least 1-2 years of Customer Service or Technical Support Chat or Email experience in BPO or call center environment.

• At least 6 months experience with problem-solving and complex troubleshooting in technical support or online Help Desk roles.

• Customer Service or Technical Support experience in a Consumer Gadget or Brand Loyalty and diverse lines of business or program is a plus.

• Experience with troubleshooting devices preferred.

• Experience working with Talkdesk or Zendesk (or a comparable customer service ticketing system) preferred.

• Completed Senior High School or it’s equivalent (2nd year college).

• Computer and IT related course is a plus. (not required but preferred).

• Legal age of employment; at least 18 years old.