The Sales Specialists are at the core of our customer experience. You will be responsible for handling all incoming customer interactions, identifying their needs, processing sales, scheduling appointments and setting the customer expectations for support.

• Answering incoming calls and chats from customers
• Making outbound calls to warm sales leads as well as some cold-calling to businesses.

Customer Service

• Resolving and answering questions and concerns
• Gathering and maintaining account information
• Processing credit card transactions as well as data entry
• Other duties as assigned

This job is in the Charlotte, NC area and is a primary telecommute position. The percentage of in office work time will be determined by the scheduled work hours. Technical and Sales team members work 1 – 2 days in the office and the balance at their home office.

Candidates must have a broadband connection or ability to obtain (not DSL), a telephone with headset capability, headset, and computer that meets our minimum specifications as a backup.

Your home office work environment must be conducive to a professional telephone experience and within a defined work space within your home.

Background and Experience:

The ideal candidates will be committed and conscientious employees.

Experience working in a call center environment a benefit.
Excellent customer service and communication skills, truly customer oriented
Proficient in selling services to consumers and small businesses over the phone
Proven verbal and written communication skills and ability to work effectively with all levels of the company from Agents to Founder
Ability to work with minimal supervision
A versatile team player who is a self-starter and possesses the passion and motivation to set and achieve goals, meet deadlines and exceed expectations, and operates under the philosophy, “whatever it takes”
Experience with a Windows based PC, proficient navigating websites, Microsoft Outlook, and Instant Messaging, comfortable multi-tasking between screens
Organized and attention to detail
Basic computer knowledge, Technical knowledge a plus
Schedule:

Flexible schedules available.

If this position interests you, we want to hear from you. Qualified and interested candidates please submit your resume and cover letter to careers@LaunchTechSupport.com. Please include in your cover letter a brief statement describing something that interests you about our company, our products, team, mission, etc.

Position: Technical Support Specialist
Launch Tech Support is looking to speak with highly motivated and skilled Technical Support Advisors.

We offer a flexible schedule and excellent pay for individuals who are passionate about technology, truly care about helping consumers enjoy their technology and are ready to turn a hobby into a profitable opportunity.

Our mission is to make it simple for everyone to enjoy the benefits of their technology. Whether it’s setting up a new wireless network, moving data from a smart phone to a PC, removing 200 viruses from a computer, or cleaning up a corrupt registry, our Technical Advisors approach each call with enthusiasm, determination, and a friendly personality.

The right candidate must:

Have the experience and maturity to work productively and effectively in a virtual home office environment with minimal remote supervision
Have strong and proven work habits.
Possess excellent interpersonal skills and the ability to work as an effective member of a team
Possess the ability to effectively communicate ideas through oral and written communications, including the ability to conduct technical presentations and demonstrations.
Actively seek out and lead internal projects outside of core responsibilities
Be self motivated, able to multi-task and manage priorities effectively
Be comfortable and willing to escalate a problem for additional support when necessary.
Be willing to be flexible and work flexible hours when necessary to achieve team or individual goals;
Essential functions include:

Handle and resolve web and telephone based support for Launch subscribers in a professional, timely, and efficient manner while providing the customer with an outstanding support experience.
Demonstrate understanding of technology, service issues, and use best practice resolution approaches.
Demonstrate intermediate problem diagnostic, resolution and relationship development skills in all situations.
Document all contact activity, including detailed troubleshooting steps and problem resolution in the call tracking system for each transaction.
Create knowledge articles for all issues not already documented to reduce troubleshooting and research time for future calls.
Effectively manage your time in order to be available to work with customers, meet service delivery goals, and provide the best experience for our subscribers
Report to management new process issues that impact customers. Identify when no procedure or process is in place for a given situation or when an existing process or procedure may need to be modified.
Other tasks as assigned by management
Key skill requirements:

3 – 5 years experience supporting Windows based systems in a professional or personal environment where the solution and customer experience was the focus (Linux and MAC a plus)
Advanced knowledge of Operations System troubleshooting from Windows 2000 to XP Professional and Home, (Windows 98 and MAC OS a plus)
Advanced knowledge of setting up and troubleshooting hardware devices ranging from MP3 players to home and small business networking
Quickly come up to speed on new technologies, new services issues (i.e. virus, smart phones, Microsoft Vista) and new HiWired offerings without requiring traditional classroom/courseware materials to learn new technology and be successful
Read, respond and manage Email and Instant Messaging throughout each day
Typing skills of at least 30 wpm
Your home office environment must be equipped with the following:

A comfortable work space that can be used uninterrupted by other household members
Broadband Cable Internet access (not DSL)
A minimum of one PC or Laptop that is at least a P4, 256 MB of RAM and 20 GB of available HD space with a printer
A standard residential telephone that is used only for Launch Tech Support and is headset compatible

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