Job Description

JOB TITLE: Technical Support Specialist

LOCATION : Remote but candidates need to live within a 2-hour radius of Bentonville, AR

HOURLY RATE: $17/hr

• Opportunity for increase to $18/hr after one year in the role IF you are in good standing

START DATE: May 19th, 2025

SHIFTS OPEN:

• Monday - Thursday 7:00 - 5:30 pm CST
• Tuesday - Friday 10:30 - 9:00 pm CST
• Sunday, Monday, Friday & Saturday 7:00 - 5:30 pm CST

ROLE OVERVIEW:

This is a remote role in a call center environment, focusing on inbound calls and emails from field techs and Walmart store associates regarding on-site HVAC, Lighting, and Refrigeration issues that they will help troubleshoot utilizing software, a knowledgebase, as well as internal collaboration with subject matter experts. These duties will be performed by researching work order root causes for technicians according to severity and device functionality within our process.

• Starting May 19th there is 6 weeks of training that are intended to equip the candidate with fundamental knowledge of the workflows and associated software. Proficiency will come with time in production and collaboration with subject matter experts. Training is Monday-Friday 8:00-5:00 CT.
• Weekly schedule is structured 4 days on 3 off platform.
• First contact resolution and quality adherence take priority over productivity. 13:00 AHT, about 25 calls/emails in a shift.
• A laptop and charger are provided. Monitors and headsets are not provided but are strongly recommended.

JOB DESCRIPTION:

Desired Skills and Experience

• Exp. working in an environment with a high volume of inbound, outbound calls and emails.
• Demonstrates a fundamental level of critical thinking (diagnostics/problem solving, researching, and team working skills). There is no step-by-step guide or walkthrough. This job requires a natural solutions seeker.
• Excellent written and spoken communication skills
• Strong multitasking skills - able to navigate multiple applications at one time
• Intermediate computer knowledge proficient in Microsoft apps, dual screens and real time reporting.
• A quiet professional environment and reliable internet service is required
• Ability to handle a high volume of inquiries during peak volume with positivity and professionalism.
• Experience working from home. (You understand the importance of timely communication and adherence to scheduled production standards.)

Plusses

• Autonomous system diagnostics and troubleshooting
• Understanding of BAS (Building Automation Systems)

Day-to-Day Responsibilities: An employer in Northwest Arkansas is seeking a Facilities Representative to join the team. Daily responsibilities include answering inbound phone calls and emails regarding facilities work orders and troubleshooting reported events with field technicians in all 4500 stores nationwide. The program goal is to protect the client against product loss in stores. He/She will coordinate service with on-site technicians, store associates, level 3 teams and third parties where needed. This role requires heavy multitasking and navigating multiple applications at once. Candidates should be adaptable to learning from change, difficulties, and feedback.

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