customer service representative (csr) / Technical Support Representative (tsr) - onsiteHomeSourced, Inc.

Job Summary:
The CSR/TSR is responsible for delivering high-quality customer support by responding to inquiries, resolving issues, and providing technical assistance as needed. The role requires a strong customer-centric approach, effective communication skills, and the ability to troubleshoot concerns while maintaining professionalism.
Duties and Responsibilities:
Respond to customer inquiries via phone, chat, or email.
Provide accurate information regarding products, services, billing, or account concerns.
Troubleshoot technical issues following standard protocols and documented procedures.
Document customer interactions and resolutions in the CRM system.
Escalate unresolved technical problems to higher-tier support or other departments.
Meet performance KPIs such as CSAT, AHT, and first-call resolution.
Maintain compliance with company policies, data protection standards, and service-level expectations.
Qualifications:
At least high school graduate; college level or graduate preferred.
Strong verbal and written communication skills.
Basic to advanced technical troubleshooting skills (depending on account).
Ability to work in a fast-paced, shifting environment.
Prior BPO or customer support experience is an advantage.