Job Information

Kelly Services Technical Support Representative in Moscow, Idaho

Job Description

Our Technical Support Advisors provide support to resolve customer technology problems through a series of trouble shooting activities in a virtual call center environment. Common solutions include resolving username and password problems, data sharing & synchronization, uninstalling/reinstalling basic software applications, verifying proper hardware and software configuration and set up, power cycling devices, navigating customers through application menus, and troubleshooting email issues. This is a performance based organization where all calls are recorded, monitored, and reviewed on a daily basis. You will be responsible for support of Computers and Operating Systems, tablets, MP3 players and other technical devices.

Perks of joining KellyConnect:

  • Paid training at $13.50

  • Increase of $1.00 after 90 days

  • Advisor earning potential up to $17/hr

  • Explosive growth opportunities into departments such as Leadership, Quality Assurance, and Training

Duties and Tasks/Essential Functions:

  • Interact with customers in response to inquiries, concerns, and requests about products and services

  • Gather customer/product information and determine the issue by analyzing the symptoms

  • Diagnose and resolve technical issues involving internet connectivity, email, application downloads, and more

  • Research using available resources, including article database systems

  • Complete required training to stay current with system information, changes, and updates

  • Participate in frequent 1:1/classroom video coaching sessions with leadership

  • Exemplary attendance and punctuality


Skill and Knowledge Qualifications:

  • Proper phone and chat etiquette, including using client verbiage and positive positioning

  • Ability to speak and type clearly and accurately, using proper grammar

  • Ability to multitask between customer calls and logging of case notes

  • Skilled at responding to multiple chat conversations simultaneously, including messages from your team, leadership, and support groups, like Quality Assurance

  • Experience with mobile devices (mp3 players, tablets, smartphones)

  • Ability to empathize with customers, making them the primary focus of your actions, then tailoring communication to each caller

  • Openness to constructive coaching and ability to implement performance objectives

  • Willingness to work evenings, weekends, and holidays

  • Ability to adjust to constantly-changing technology, processes, and team structures

  • Maintain stable performance under pressure or opposition (such as time pressure, job ambiguity, escalated customer calls); handling stress in a manner that is acceptable to others and to the organization.

  • Sets high standards of performance for self, assuming responsibility and accountability for successfully completing assignments or tasks

Conditions of Hire:

  • High School Diploma

  • 18 years or older

  • Minimum 6 months customer service experience

  • Must provide phone and internet services and quiet work environment, as position is virtual


Why KellyConnect ® ?

Each year, we find work for nearly 23,000 call center employees. We offer temporary, temporary-to-hire, and direct-hire roles for both traditional office and home-based assignments. Our connections, from small- and mid-sized companies to 90 of the Fortune 100, can open your job search to a new world of opportunities. You get a more flexible career—your way—choosing the positions you want, when and where you want to go, and always for competitive pay.

About Kelly ®

At Kelly, we’re always thinking about what’s next and advising job seekers on new ways of working to reach their full potential. In fact, we’re a leading advocate for temporary/nontraditional workstyles, because we believe they allow flexibility and tremendous growth opportunities that enable a better way to work and live. Connecting great people with great companies is what we do best, and our employment opportunities span a wide variety of workstyles, skill levels, and industries around the world.

Kelly is an equal opportunity employer committed to employing a diverse workforce, including, but not limited to, minorities, females, individuals with disabilities, protected veterans, sexual orientation, gender identity Equal Employment Opportunity is The Law.