customer/ Technical Support Representative.Unity Communications

Job Descriptions
We are looking for a customer-oriented service representative. A customer service representative, or CSR, will act as a liaison, provide product/services information and resolve any emerging problems that our customer accounts might face with accuracy and efficiency. Candidate must have experience as a CSR for e-commerce account, experience with Zendesk is an advantage.
Responsibilities:
Receive inbound requests via Omnichannel (Chat, Email, Voice, Etc) from customers and partners of the company. Have questions answered regarding the product and services the company provided. Agents will respond to any combination of product inquiries including, but not limited to, Tracking information, pricing, and all general information that may be available on the companies website, but the customer would prefer resolving their inquiries with an agent.
Work with the company to create a database of frequently asked questions ("FAQ") commonly asked by the companies' customers for the purpose of creating a directory of FAQs that the company customers and partners can easily research the company's product and services online
Promote, Upsell, and provide the highest level of customer satisfaction in every single chat, SMS message, and voice interaction that Agents engage with the company's customer. Additionally, Unity Communications will establish metrics and procedures for the agents to upsell and promote the company that does not discourage customer interaction.
Work directly with the company's point of contact with oversight from our management team
Ensure that all IT resources are within guidelines of accessing all levels of e-commerce platform vendors and direct resources.
Create a globe "team" environment that allows a feedback loop between agents, Unity Communications, and the company whereby, all parties can learn and grow from the scenarios and opportunities they face as the parties engage in an E-commerce campaign. This can include integrating cloud-based systems such as Zendesk, Slack, and other channel outlets for the parties to utilize.
Job Qualifications
Must have a stable wired internet connection, quiet background, and up to date computer or laptop. (windows 8 up)
At least 3 years' experience in the BPO industry handling inbound calls, order processing, and upselling.
Comfortable with technology and how to apply it to solve problems and find solutions.
Customer service and technical support experience. Ideally handling e-commerce product use questions