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customer Support Agent For Emergency Road Service- Remote 🔥


Ascent Pro Support operates a 24/7/365 contact center with 100% remote agents. We provide support for the largest tire company in the world, their tire dealerships, and commercial fleet customers. We are based in Muscatine, IA, but our agents work 100% remotely. We have a wonderful team and need to add long-term customer support agents.



The ideal candidate will have excellent customer service and computer skills. Ascent requires a private, quiet home office area with your own computer and equipment. Our training is conducted during daytime hours M-F for two weeks. We are authorized to hire employees in the following states: Arkansas, Indiana, Iowa, Kansas, Kentucky, Missouri, Nebraska, Oklahoma, South Dakota, Tennessee, or Wisconsin.



Benefits for Full-Time Agents working 30 hours or more per week



9 Paid Holidays.

Double-pay when scheduled on Ascent holidays.

144 hours of paid time off per year.

401(k) available after 1 year of service.

Paid remote training via Microsoft Teams.

Health, dental, & vision insurance. Ascent pays half of the employee premium.

Weekly paycheck.



Schedule and Pay Scale

These are fixed schedule positions, and all shifts include one or more weekend day. Specific available schedules will be discussed during interview.

**Currently we are hiring for 2nd shift positions.



Wages depend on the specific hours you are clocked in (CST):



$15.00 per hour during 1st shift hours - Monday-Friday 7am-3pm

$15.50 per hour during 2nd shift hours - Monday-Friday 3-11pm

$16.00 per hour during 3rd shift hours - Monday-Friday 11pm-7am

$16.00 per hour during weekend hours worked - Saturday-Sunday



Job Responsibilities



Customer Support Agents provide support for emergency tire breakdowns and tire service for commercial fleet customers. This is a very busy, unscripted call center environment with a large customer volume. An exceptional level of customer service is required, as well as the ability to multitask with precision, make decisions quickly, remain professional while handling multiple streams of communication flows, and follow multiple technical processes. Our agents dispatch road service, verify information, troubleshoot problems, and assist customers or tire technicians with anything they need to get the job done. Remote employees are expected to perform all work from their primary, designated home address which Ascent has confirmed meets all technical performance requirements.



Requirements



  • 18 years or older.
  • High school diploma or GED (post high school education preferred).
  • Two or more years call center experience.
  • Customer service experience in a fast-paced environment.
  • Excellent verbal and written communications skills, and clear phone voice.
  • Be able to work on holidays.
  • Have a dedicated, quiet workspace in the home away from background noises such as: family, pets, alarms, traffic, TV, radio, noises and other distractions.
  • Strong computer skills using Microsoft Office programs.


Technical Requirements (Ascent will verify equipment meets requirements)



Internet:

A reliable and stable high-speed internet connection is required. Minimum 10Mb download and 5Mb upload

speeds.

NOTE: Some older slow DSL connections may not meet specifications

Satellite internet, public wifi, tethering, jet packs, and mobile hot spots do not meet requirement for normal daily use.

Computer will need to be connected to the home router or wifi. Log in and leave computer on for software updates from our IT provider and our vendors.

Computer Specifications:

  • Processor (CPU) Requirements: Intel or AMD Processor with a CPU Mark score of 3000 or greater (good examples include: Intel Core i5, i7, i9 3rd generation or later. Intel Core i3 fourth generation or later, AMD Ryzen series.)
  • RAM requirements: 8GB of RAM installed (or greater)
  • Applications: Adobe Reader set to default PDF viewer
  • Web browsers: Google Chrome
  • APS IT department will install the required company software including:
  • Managed Anti-virus, Anti-malware, Anti-SPAM & Firewall solution
  • Talkdesk Call Manager (Call Bar)
  • Remote Access software (for Remote Support)
Peripherals Required:

  • Webcam to speak with supervisor and complete the training
  • Smart phone capable of downloading Microsoft Teams, in order to communicate with manager in case of internet outage, power outage, or computer issues
  • Wired analog or USB headset with microphone. Using wireless or bluetooth headsets is not approved
  • Laptop with one extra monitor or PC with two monitors
  • External keyboard
  • External mouse
The following are not permitted when working from home due to compatibility, call quality, performance, security, or other concerns:

  • Compute stick or similar device
  • USB computer
  • Windows: XP, 7 or 8, and Vista operating systems
  • A PC, laptop, or internet connection that does not meet requirements. Must reach out to a supervisor
  • Using a virtual desktop infrastructure, VPN, Proxy server, or third-party network
  • Unsecured wifi
  • Running non-work-related programs while working


DISCLAIMER

All job offers contingent upon successful completion of a criminal background check, drug screen, and verification of PC & internet specifications.

The purpose of the above job description is to provide potential candidates with a general overview of the role. It is not an all-inclusive list of the duties, responsibilities, skills, and qualifications required for the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks listed in this job description.

The employer has the right to revise this job description at any time. This job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.

(job also known as: Customer Service Representative, CSR, dispatcher, tech support, roadside assist)

  • Health insurance

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