NSC Customer Support Associate

Customer Support Associate

The hourly range for this role is $17.10 - $22.20 and is a remote role.

The Customer Support Associate manages all issues presented by our stores and corporate offices, to maintain positive customer relationships within our organization. They interact directly with callers to listen to concern, provide troubleshooting, and resolve issues. A proactive Customer Support Associate will anticipate callers’ questions and familiarize themselves with our applications, products, and services to provide the best troubleshooting for resolution.

The Details

What You Need:

• Basic to intermediate technical knowledge.
• Basic to intermediate troubleshooting skills.
• Excellent communication and customer service skills.
• Intermediate call center skills.
• Familiarity with customer-relationship management (CRM) software programs (ServiceNow).
• Strong command of written and verbal English.
• Excellent organizational and multitasking skills.
• Ability to maintain a calm and polite manner in stressful situations.
• Ability to work morning, afternoon, night, and weekend shifts.

What You’ll Do:

• Answer and respond promptly and professionally to incoming calls, chats, and email. 
• Document interactions completing troubleshooting steps using knowledgebase articles to work towards issue resolution. 
• Establish and maintain a good rapport with callers by using positive language and anticipating their needs.
• Perform level 1 troubleshooting on reported issues.
• Update all work performed and document incident details until the issue is resolved.
• Handle, document, resolve or escalate any email issues presented.

Additional Requirements:

• 2 years of customer service in a call center environment preferred, 1 year required.
• High School Diploma required.
• College degree in Information Technology or Technical college degree preferred.

Aaron’s Total Rewards

Our team members are our greatest asset. As an expression of our appreciation, Aaron’s is proud to offer outstanding career training, competitive performance incentives, excellent advancement opportunities, and a distinctive benefits package which includes**:

• Paid time off, including vacation days, sick days, and holidays
• Medical, dental and vision insurance
• 401(k) plan with contribution matching

*Note that the pay range provided above is the lowest to highest rate we in good faith believe we would pay for this role at the time of this posting.  We may ultimately pay more or less than the posted range, and the range may be modified in the future.  An employee’s pay position within the salary range will be based on several factors including, but limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, any collective bargaining agreements, and business or organizational needs. Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, or any other form of compensation that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.

**Benefits vary based on full-time employment status.