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Technical Customer Service Representative

United States · remote · USD 16-16 hourly

Role overview

VIPdesk Connect is a certified B-Corp, women-owned corporation, and Best Workplace winner committed to team member happiness. At VIPdesk Connect, we are passionate about delivering “more human” customer service. Our core values are central to how we do business. That’s why we have partnered with some of the world’s best iconic brands to provide an elevated customer experience.

The Technical Customer Service Representative is 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 Technical Customer Service Representative is dedicated to providing customer care and technical support for a company focused on parenting and infant wellbeing. This includes providing services on their intelligent products and applications on iOS and Android platforms, providing information on products and offerings, processing purchase requests, sharing relevant policies, and managing escalated issues to resolution. They utilize 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.

This is a remote, work-at-home position.

What You’ll Do

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
Create positive customer touchpoints via phone, chat, e-mail, and SMS using a friendly, respectful, and professional tone while exhibiting genuine empathy
Utilize critical thinking skills to analyze information, provide accurate troubleshooting of product and related support; diagnose and resolve issues following best practices and guidelines
Assist with device installation, app setup, and configuration
Conducts initial troubleshooting and technical assistance to customers, resolving basic technical issues, including network connectivity and device configuration and escalating complex problems to higher support levels when necessary

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Technical Customer Service Representative

Role overview

This is a remote, work-at-home position.

What You’ll Do

What You’ll Need

Preferred Qualification

Who We Are