Note: The job is a remote job and is open to candidates in USA. AdNet/AccountNet, Inc. is a management consulting firm that specializes in staffing and executive search services. They are seeking a Virtual Customer Support Specialist to assist victims of fraud, requiring strong communication and critical thinking skills in a fast-paced environment.

Responsibilities

• Supporting a live call queue during scheduled project hours
• Using company-provided equipment to access multiple systems and tools
• Handling back-to-back inbound calls involving complex fraud-related situations
• Following documented procedures to ensure accurate and consistent call handling
• Multi-tasking while on calls to collaborate with multiple levels of support to resolve callers’ concerns (Tier 2, Tier 3)
• Managing emotionally challenging interactions while maintaining professionalism
• Communicating effectively in a fast-paced virtual environment
• Completing additional tasks and duties as assigned

Skills

• Minimum of 1 year relevant customer support experience, handling complex situations, preferably involving various types of fraud
• Strong technical ability to navigate computer systems and efficiently access customer information
• Ability to work Monday-Friday 10:00 AM -6:00 PM EST (no weekends currently required)
• Ability to provide accurate, unbiased information to callers
• Strong critical thinking skills while following documented processes and procedures
• Resilience in handling common customer support challenges, including frustration, emotional interactions, and uncertain situations
• High school diploma or equivalent (college degree or some college coursework preferred)
• Ability to successfully pass a background check
• Strong communication skills for interacting with customers, team members, and leadership
• Professionalism, empathy, patience, respect, and a strong team-oriented mindset
• College degree or some college coursework preferred

Benefits

• Using company-provided equipment to access multiple systems and tools

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