Technical Support

At Alorica, we only do one thing – make lives better, one interaction at a time. We’re a global leader in customer service and experience, serving the world’s biggest brands with tens of thousands of employees in hundreds of locations around the globe.

We’re hiring Tier 1 Customer Service Agents to join our fast paced and growing team. Our agents provide service support for our customers connecting to our network in airports, hotels, cafes, stadiums and other public spaces. We also provide support for our high-speed data broadband product and IPTV to our military customers. If you enjoy solving problems and presenting new solutions to customers, then this is the position for you. We’re looking for individuals who can bring professionalism and a consistent positive attitude to their job, in addition to providing world-class levels of customer service. So if that sounds good to you, check the details of this position to determine if you’re a good fit and then give us a shout.

* Promptly answer support related email, phone calls, chats and other electronic communications. * Troubleshoot technical issues to help clients connect to Wi-Fi. * Provide professional customer service while maintaining friendly, positive and customer-centric attitude * Resolve customer service or billing inquiries – process refunds, make account updates and adjustments, etc. * Handle new customer calls and provide product information including pricing, features and benefits; upsell and cross-sell additional products to existing customers as necessary * Document service calls and transactions using our ticketing tool, recording details of inquiries, complaints, and comments, as well as actions taken. * Escalates calls to supervisor when necessary and appropriate * Attempt to resolve issues and deescalate issues of irate or dissatisfied clients * Accurately report call reason and disposition for client tracking * Work in a fast paced environment with frequently changing priorities * Additional tasks or duties as assigned or needed. * Strong communication (oral and written), interpersonal, organizational, and presentation skills. * Various shifts available, including nights and weekends

* Excellent Customer service attitude, great communication skills * Excellent Customer Service skills with a personable and positive attitude * Wi-Fi Knowledge and tech savvy. * Experienced in troubleshooting mobile and laptop hardware and software issues. * Persistent and results focused – must be able to solve problems and deliver results * Strong interpersonal oral and written communication skills with * Strong listening and comprehension skills * Ability to stay composed and objective and demonstrate patience and empathy * Microsoft Office Suite 2007 or 2010 (Outlook, Excel, PowerPoint fluent user) Word. * Experience following authority levels set forth in policy and procedure guidelines for customer refunds and adjustments * Knowledge of product/procedures and ability to use phone and computer systems * Fast learning – able to adjust to change and pick up new concepts quickly * Ability to work late and weekend shifts * High School Diploma or GED required; graduation from a college with an Associate’s degree preferred * Fluency in Brazilian Portuguese is required for this position