Job Directory Customer Care/Help Desk - remote/at home

Customer Care/Help Desk - remote/at home
Chicago, IL

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Job Description

Job Summary

A Customer Care/Help Desk Representative is the first line of support for our Associates and Guests. When someone has an issue or question our Representatives are there to assist.

SCOPE: Answering incoming calls from Ratner Companies associates, and assisting them with issues at hand. Monitoring network map for outages. Troubleshoot POS systems through a Remote environment. Monitor and interact with live chat


* Flexibility in scheduling is required to assist Representatives with meeting and maintaining Ratner Companies standards.
* Nights and weekends may be required.
* Assist with the daily work flow of the Support Center
* Understand Ratner Companies processes and procedures and the use of Knowledge base (K-base).
* Report K-base issues to Team Lead: missing information, unclear instructions, and inaccuracies.
* Demonstrate effective communication skills, exhibiting a strong level of professionalism with focus on internal and external customer satisfaction.
* Perform other duties as assigned
* Maintain a positive and result driven attitude.


* Proper phone etiquette;
* Ability to speak and write clearly and accurately;
* Demonstrated proficiency in typing and grammar;
* Knowledge of relevant software computer applications and equipment;
* Knowledge of customer service principles and practices;


* Education: High school diploma or equivalent.
* Experience:
* SalesForce software experience is a plus
* Customer Service experience preferred
* Help Desk/Call Center experience is preferred
* Equipment/Computer Software:
* Computer/keyboard/printer, multi-line phone, copier and fax.
* Proficient in Microsoft Word and Excel.
* Experience using or supporting Microsoft Windows
* Experience using and supporting PC hardware and POS systems
* Home office space (professional, quiet, customer service/call center environment)
* Home office set up with the following items to perform job functions:
* Internet (cable modem with 5+ mbps)
* Land line
* Power/Electricity
* Certifications: A+, Net+, Help Desk Tech Certification, a plus but not required.
* Skills and Abilities:
* Advanced math skills to perform cost calculations and understand and calculate variance and percentages.
* Possess advanced knowledge of the English language to include grammar, proofing and punctuation.
* Possess excellent organizational and time-management skills and has the ability to handle a wide variety of issues at one time.
* The ability to work independently and to adapt to changing situations and priorities.
* The ability to read and understand instructions and memos evaluating the appropriate action based on specific parameters.
* Bilingual is preferred

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