Technical Support Representative

Overview:
Full Potential Solutions (FPS) is a performance-based analytically driven omnichannel solutions organization with operations in Kansas City, MO, Chennai, India 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

We offer a comprehensive compensation and benefits package that includes health, dental, vision, generous PTO, a performance-based bonus program and opportunities for training and career development. This role is full-time and you will be working onsite.

As a
**Technical Support Representative**, you will be responsible for identifying customer’s concerns through phone; which includes but not limited to basic troubleshooting, system and equipment issues, installation, operational functions, and maintenance. You will be carefully attending to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer.

**Responsibilities**:

- Listen, handle and carefully attend to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer.
- Be able to identify customer’s concerns through phone; which includes but not limited to basic troubleshooting, system and equipment issues, installation, operational functions, and maintenance.
- Educate the customer’s support options and steps being taken to resolve the issue.
- Ensures to provide first call resolution with confidentiality to customers concern and properly set expectations while utilizing available resources.
- Experience with the following devices
- Personal computer (PC) or Apple Mac computer
- Smartphones, Digital Music Players, Tablets
- Music downloading and organizing
- Understanding of internet concepts and features
- Navigation to web addresses
- Internet security, secured connection - SSL
- Manage usernames and passwords for multiple sites
- Search engines, concepts, words, and the ability to search the internet for specific information in a timely manner

Qualifications:

- Knowledge of computer technology and computer operating systems (LAN/WAN networking components, i.e.: PC’s, Routers, Multiplexers, Bridges and Switches. Etc)
- Extensive understanding of PC components and functionality
- Advanced problem-solving skills and effectively communicate with customers and work groups
- Ability to multi-task and have organizational skills
- Ability to work under pressure in a positive culture
- Preferably with 1-year customer service experience/technical support (troubleshooting voice, VoIP, data, and video) in a call center environment
- Flexible work hours and availability for day, evening, night, weekend, and holiday. Overtime maybe required
- Typing speed of 35 wpm and 95% Accuracy
- Must be willing to go through pre-employment background and drug test