About Us
Full Potential Solutions (FPS) is a performance-based analytically driven omnichannel solutions organization with operations in Kansas City, MO, Chennai, India, Bogota, Colombia, 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!
As a Technical Support Representative, you will address customer needs and concerns with empathy, resolving issues related to troubleshooting, system functions, and installations. Your role involves educating customers on support options, aiming for first call resolution while maintaining confidentiality. Proficiency with various devices, internet navigation, and email management is essential for success in this role.
Duties and 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 concerns and properly set expectations while utilizing available resources.
Managing, installing, uninstalling, application programs and software.
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
Email application functionality including:
Access and navigate, as well as full feature use of web based email applications (Outlook, Gmail, Yahoo, Comcast, other ISP provided/hosted email)
Ability to organize email, maintain folders, manage attachments and downloads. In addition to the basic qualifications
Qualifications:
Soft Skills
Excellent English communication skills.
Advanced problem-solving skills and effectively communicate with customers and work groups.
Preferably can communicate with customers at various technical levels using common terms.
Ability to handle difficult technical situations effectively and ability to set expectations and deliver information in a positive manner.
Ability to multi-task and have organizational skills.
Ability to work under pressure in a positive culture.
Willingness to work in a Technical account environment.
Must be willing to work in a shifting schedule - availability for evening, night, weekend, and holiday shifts.
Technical Skills
Knowledge of computer technology and computer operating systems (LAN/WAN networking components, i.e.: PC’s, Routers, Multiplexers, Bridges and Switches. Etc).
Good understanding of PC components and functionality.
PC and gadget experience - Personal computer (PC) or Apple Mac computer, Smartphones, Digital Music Players, Tablets.
Hardware and Software troubleshooting skills.
Familiar with software installation.
Experience, Education, Age
At least 1-2 years of Technical Support and Customer Service experience preferably with basic to intermediate knowledge in troubleshooting (cable, internet, phone services, VOIP) in a call center environment.
Technical Support experience in a Telco program is required.
Must demonstrate a strong willingness and enthusiasm for sales and upselling.
Completed Senior High School or its equivalent (2nd year college).
Computer and IT related course is a plus. (not required but preferred).
Legal age of employment; at least 18 years old.
Skills Required
- 1-2 years Technical Support and Customer Service experience (call center)
- Technical Support experience in a Telco program
- Excellent English communication skills
- Knowledge of computer technology and operating systems (LAN/WAN networking components)
- Familiarity with PC and Apple Mac computers, smartphones, tablets, and digital music players
- Hardware and software troubleshooting skills; familiar with software installation
- Experience with web-based email applications (Outlook, Gmail, Yahoo, Comcast) and email management
- Understanding of internet concepts and security (navigation, SSL, password management)
- Ability to handle difficult technical situations, multitask, and set expectations
- Willingness to work shifting schedule including evenings, nights, weekends, and holidays
- Must demonstrate strong willingness and enthusiasm for sales and upselling
- Completed Senior High School or equivalent (2nd year college)
- Computer and IT related coursework
- Legal age of employment (at least 18 years old)
What We Do
Full Potential Solutions (FPS) is a new kind of performance-based outsourcing firm that puts culture and employees first, because we believe that happy, fulfilled teams accomplish great things. FPS develops comprehensive multichannel solutions for our partners to drive breakthrough business results. With a focus on increasing customer lifetime value and reducing acquisition costs for large brands, FPS couples the best people with our proprietary analytics and technology to implement effective strategies so our partners can reach their full potential. We develop and implement programs leveraging voice, email, and chat, coupled with direct mail and analytics to improve and optimize: sales / customer acquisition, lead generation, customer care, up-selling, retention and tech support. Our Culture We’re a group of trailblazers and doers. We love knocking down a complex problem and finding a solution. We challenge each other every day to perform our best, and take care of each other while doing it. At FPS, we are committed to creating an exciting culture of collaboration, innovation, leadership and fun. We take the time to invest in our people, providing them with comprehensive tools and training, and develop fulfilling paths for long-term career growth. Our team operates according to four core values that govern everything we do! - Integrity: Do what’s right and put team before self. - Excellence: Deliver exceptional results and reward performance. - Accountability: Take ownership and pride in our work. - Grace: Respect and appreciate one another; make your work personal! Interested? We're Hiring! We’re looking for smart, driven and talented people at all levels to join our rapidly growing team here in Kansas City, Missouri, USA, Waltham, Massachusetts, USA, Manila, Philippines and Chennai, India.
