Technical Support & Sales Representative - Clark at Allurion

Freeport, Illinois, United States

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Consumer ElectronicsIndustries

Requirements

Minimum high school diploma or equivalent
1 year of BPO technical support program experience
6 months of BPO Sales experience
Proven experience in supporting others with mobile technology and other devices (e.g., computers, gaming consoles, smart TVs, tablets, etc.)
Passionate about customer service and loves helping others
Aptitude for being comfortable with learning new technology
Ability to display a high level of empathy, patience, and resilience when assisting others through technical issues
Recognises opportunities to maximize the quality of their customer service by engaging with their customer and building rapport
Takes ownership of customers' problems, take control of the call, and assures them that they are the expert to find a solution
Demonstrates that they are digitally literate with a very good understanding of major operating systems and a wide range of consumer technologies
Ability to keep ahead of the game with device releases and software updates
Displays endurance when handling customer queries for a long period of time
Proves they are a committed team player supporting other colleagues

Responsibilities

Undertake service requests for customers ensuring compliance with Asurion’s policies and procedures carrying out effective note-taking on calls
Providing technical expertise on inbound calls or other electronic input (e.g. website, CHAT, or email) from customers for the purpose of resolving customer issues with devices (e.g. laptops, tablets, smartphones, and other consumer electronics) and software
Identify customers in line with the company, regulatory and legislative requirements
Ensure each interaction with a stakeholder of Asurion meets the agreed quality framework (HERO) employing initiatives to achieve a high-quality score
Maintain a high level of customer service with all stakeholders employing initiatives to achieve a high net promoter score (NPS)
Educate oneself with technology and keep up-to-date with changes, particularly in the device protection/consumer home technology space
Ensure you are always in the right place, at the right time (adherence) as per your agreed roster
Respond to in-the-game/moment feedback and coaching sessions taking proactive actions to meet your agreed commitments
Use knowledge-based systems and other tools to deliver technical support solutions
Processing service requests and managing inquiries related to handset protection and digital products
Support initiatives that exceed customer expectations through a range of channels including but not limited to calls and online chat
Making sales or recommendations for products or services that best suit client needs
Maintain the necessary skills and competencies needed to excel in the role
Meet the agreed individual and team performance targets and development plans
Meet the established performance targets to achieve service excellence / operational efficiency
Share technical solutions and knowledge with the team and contribute towards best practice
Demonstrate a strong one-team attitude working collaboratively with Soluto team members and colleagues across Asurion and its clients
Demonstrate emotional resilience and exhibit a “can do”, positive and results-focused attitude
Participate in development and activities within the care that enhances engagement, teamwork, and vision
Any other responsibilities as directed by your manager
Assist the team manager with any other duties as required from time to time

Skills

Key technologies and capabilities for this role

Technical SupportCustomer ServiceSalesTroubleshootingSmartphonesLaptopsTabletsNetworksSoftware SupportChat SupportInbound CallsOutbound CallsKnowledge Base Systems

Questions & Answers

Common questions about this position

What is the salary for this Technical Support & Sales Representative position?

This information is not specified in the job description.

Is this a remote position or is there a specific location required?

This information is not specified in the job description.

What experience is required for this role?

The role requires 1 year of BPO technical support program experience, 6 months of BPO Sales experience, and proven experience in supporting others with mobile technology and other devices.

What is the company culture like for this team?

The culture emphasizes a strong one-team attitude, working collaboratively with team members, emotional resilience, a positive and results-focused attitude, and participating in activities that enhance engagement, teamwork, and vision.

What makes a strong candidate for this position?

Strong candidates will have the required BPO technical support and sales experience, proven skills in device support, and the ability to demonstrate a collaborative team attitude, emotional resilience, and commitment to high customer service standards.

Allurion

Non-surgical weight loss balloon solutions

About Allurion

Allurion focuses on managing obesity through its unique weight loss solution. The Allurion Balloon is a non-surgical weight loss balloon that can be placed and removed without the need for surgery, endoscopy, or anesthesia. This product is part of the Allurion Program, which includes digital tools like the Allurion Mobile App, Allurion Insights for clinicians, and connected devices such as a scale and health tracker. This combination allows patients and healthcare providers to effectively monitor and manage weight loss. Allurion differentiates itself from competitors by offering a comprehensive program that integrates both the balloon and digital health tools, providing ongoing support for users. The company's goal is to help individuals struggling with obesity achieve sustainable weight loss in a safe and effective manner.

Natick, MassachusettsHeadquarters

2009Year Founded

$112.4MTotal Funding

POST_IPO_EQUITYCompany Stage

Consumer Software, HealthcareIndustries

201-500Employees

Benefits

Paid Vacation

Remote Work Options

Phone/Internet Stipend

Professional Development Budget

Risks

Allurion Balloon lacks U.S. approval, limiting market expansion and revenue potential.

Reliance on digital tools faces competition from evolving technology and digital health solutions.

Debt financing reliance poses risks if revenue growth doesn't meet expectations.

Differentiation

Allurion Balloon offers non-surgical weight loss without endoscopy or anesthesia.

Comprehensive digital tools support weight loss, enhancing patient and provider engagement.

Global market reach with innovative, non-invasive obesity management solutions.

Upsides

$48M financing reduces interest expenses, extends debt maturity, and boosts financial stability.

Launch of Virtual Care Suite in the U.S. strengthens market presence and support.

Experienced executives like Keith Johns enhance leadership and international strategies.

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