It's fun to work in a company where people truly BELIEVE in what they are doing!

We're committed to bringing passion and customer focus to the business.

VXI is looking for highly motivated and qualified Inbound Technical Support Customer Service Representatives to work full-time on-site in Morrow, GA in our world-class contact center.

In this role, you will be the first point of contact for customers, providing exceptional service and technical support via phone. You will be responsible for

resolving inquiries, troubleshooting software issues, assisting with software navigation, and ensuring customer satisfaction. The ideal candidate possesses excellent

communication and problem-solving skills, is computer proficient and has commitment to delivering outstanding customer experiences.

Responsibilities:

• Respond to inbound call customer inquiries in a timely and professional manner.
• Demonstrate expertise in tax software, guiding customers through its features
• and functionalities.
• Skillfully analyze and resolve customer software challenges, encompassing
• installation, setup, navigation, and diagnostic procedures.
• Clearly communicate technical information to customers with varying levels of
• technical understanding.
• Exercise patience, empathy, and active listening skills to understand and address
• customer needs and concerns.
• Maintain accurate records of customer interactions, problem resolutions, and
• follow-up actions in the call log database.
• Escalate complex issues to senior support staff or technical teams as needed.
• Adhere to call center procedures, scripts, and quality standards.

Qualifications:

• Education: High school diploma or equivalent required; Associate degree in a
• related field preferred.
• Experience: 1 year of call center experience in a customer support role, preferably voice.

Technical Skills :

• Computer Literacy: Solid understanding of computer hardware, software, operating systems, and basic networking principles. Ability to troubleshoot common computer-related issues.

• Verbal Communication: Excellent phone etiquette and verbal communication skills with the ability to articulate technical information clearly and concisely.
• Written Communication: Ability to compose professionally and grammatically correct email responses, both internally and externally as needed.
• Active Listening: Demonstrated ability to actively listen to customer
• concerns and gather relevant information.
• Problem Solving Skills/Analytical Skills: Ability to analyze customer issues, identify root causes,
• and determine appropriate solutions.
• Critical Thinking: Proven ability to apply logic and reasoning to resolve
• complex customer problems.
• Resourcefulness: Adept at utilizing available resources, including
• knowledge bases, online documentation, and SMEs, to achieve first call resolution.

Customer Service Skills:

• Empathy and Patience: A genuine ability to empathize with customers
• and handle challenging conversations with poise and professionalism.
• Customer Focus: A strong commitment to providing outstanding
• customer service and exceeding customer expectations.
• Organizational Skills:
• Time Management: Ability to effectively manage time, prioritize tasks,
• and maintain productivity in a fast-paced environment.
• Documentation: Meticulous attention to detail in documenting customer
• interactions, maintaining accurate records, and tracking problems
• resolutions.
• Teamwork: A collaborative spirit and the ability to work effectively as part of a team to achieve shared goals.

Additional Requirements:

• Typing proficiency of 35 WPM with accuracy.
• Adaptability to changing priorities and procedures.
• Strong work ethic and adherence to attendance policies and schedule
• requirements
• Soft Skills: Interpersonal Skills: Ability to build rapport with customers and foster positive relationships.
• Communication Style: Adapting communication style to meet the needs of
• diverse customers.
• Conflict Resolution: Skill in de-escalating challenging situations and resolving
• conflicts amicably.
• Stress Management: Maintaining composure and professionalism under
• pressure.
• Continuous Learning: A commitment to ongoing learning and development to
• enhance skills and knowledge
• Open Availability M- F 8am -10pm EST, and Saturday 8am - 6pm

Operating Hours:

• Monday-Friday from 8am-10pm EST
• Saturday: 8am-6pm EST

***You must be available to work anytime during center operating hours including Saturdays and holidays ***

Training

• 1 week of in-class paid training and 1 week on the phone paid training

*** You must be available to attend 100% of your training, no time can be missed ***

What you will get

• Full Health Insurance (Medical, Dental, & Vision)
• Fun Work Environment
• Abundant Advancement Opportunities Equal Opportunity Employer: disability/veteran
• Cell phone benefits for employees - $25/month per line for unlimited phone, text and data. **Restriction may apply
• Referral for Life Program ™- The referee receives a residual bonus every pay period

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!