Job Description
```html Why Join Teleperformance? – A Visionary Leader in Digital Business Services At Teleperformance, we are more than a global contact‑center powerhouse – we are a catalyst for digital transformation. With a workforce of over 500,000 multilingual professionals spanning more than 300 languages , we partner with the world’s most iconic brands to streamline operations, elevate customer experiences, and champion sustainability. Our mission is simple yet ambitious: to empower businesses with innovative, digitally‑driven solutions that create lasting value for customers, communities, and the planet. Working with Teleperformance means joining a culture that celebrates curiosity, inclusivity, and continuous learning. Whether you are based in a bustling city or a quiet home office, you become part of a global family that values your unique perspective and supports you in reaching your full potential. Our commitment to employee growth is reflected in robust career pathways, mentorship programs, and a suite of wellness initiatives designed to keep you motivated, healthy, and inspired. Position Overview – Mechanical Customer Service Specialist (Remote) We are seeking a Mechanical Customer Service Specialist who thrives in a virtual, collaborative environment and possesses a genuine passion for solving technical challenges. In this role, you will be the trusted voice that guides customers through mechanical queries, troubleshooting, and product support—all while delivering a premium, brand‑aligned experience. Your day‑to‑day activities will blend active listening, analytical problem‑solving, and empathetic communication to ensure every interaction ends with a satisfied customer and a resolved issue. This remote position is anchored in the Bristol, TN region, with a requirement that candidates reside within a 50‑mile radius. A clear, competitive salary package and a comprehensive benefits suite accompany this opportunity, reflecting our belief that great work deserves great reward. Key Responsibilities – What Your Day Will Look Like Customer Inquiry Management: Receive, assess, and respond to inbound mechanical service requests across multiple channels (phone, email, chat). Active Listening & Empathy: Apply attentive listening techniques to understand the root cause of each issue, demonstrating genuine care and professionalism. First‑Call Resolution (FCR): Proactively troubleshoot and resolve technical problems on the initial contact whenever possible, minimizing repeat calls and enhancing customer satisfaction. Confidential Data Handling: Safeguard sensitive customer information in accordance with privacy regulations and internal data‑security policies. De‑Escalation Skills: Identify signs of frustration and employ calming strategies to defuse tension, turning challenging moments into positive outcomes. Escalation Management: When an issue exceeds your scope, seamlessly hand off to the appropriate tier‑2 or specialist team while keeping the customer informed. Call Documentation: Accurately log interactions, resolutions, and follow‑up actions in our CRM system for auditability and performance analytics. Feedback Loop: Share emerging trends, recurring technical problems, and process improvement ideas with supervisors and quality‑assurance teams. Collaboration with Virtual Teams: Participate in daily huddles, knowledge‑sharing sessions, and cross‑functional projects with peers across the globe. Continuous Learning: Stay current on product specifications, mechanical schematics, and industry best practices through ongoing training modules. Essential Qualifications – What You Must Bring Minimum high school diploma or GED; further education in engineering, technical support, or related fields is advantageous. At least six months of proven customer‑service experience, preferably in a technical or mechanical environment. Legal age of 18 years or older and eligibility to work in the United States. Demonstrated ability to type 25 words per minute with a high degree of accuracy. Comfortable navigating Windows operating systems and proficient with standard office software (e.g., Microsoft Office, web‑based CRM tools). Exceptional oral and written communication skills, with a strong focus on clarity, grammar, and professionalism. Logical, methodical problem‑solving capabilities and the aptitude to diagnose mechanical issues using limited information. Excellent organizational skills, including the capacity to prioritize multiple tasks in a fast‑paced virtual setting. Reliable high‑speed internet connection and a dedicated, quiet workspace that meets Teleperformance’s remote‑work standards. Preferred (Nice‑to‑Have) Qualifications – Edge‑Giving Extras Previous experience in a mechanical engineering or equipment‑maintenance role. Exposure to technical support ticketing systems such as Zendesk, ServiceNow, or Freshdesk. Certifications related to customer service excellence (e.g., COPC, CCXP) or mechanical technology (e.g., HVAC, automotive). Multilingual abilities that expand the range of customers you can serve. Familiarity with basic scripting or macro creation to streamline repetitive tasks. Skills & Competencies – The Foundations of Success Empathy & Emotional Intelligence: Ability to understand and respond to customer emotions, building trust quickly. Analytical Thinking: Break down complex mechanical problems into manageable steps and identify root causes. Time Management: Efficiently handle a high volume of calls while maintaining quality and accuracy. Adaptability: Thrive in a constantly evolving environment where new products, policies, and technologies are introduced regularly. Team Orientation: Contribute positively to a dispersed team, sharing knowledge and supporting colleagues. Tech‑Savvy: Quick learner of new software platforms, troubleshooting tools, and digital communication channels. Attention to Detail: Precise documentation of call notes, issue codes, and resolution steps. Career Growth & Learning Opportunities – Your Path Forward Teleperformance invests heavily in employee development. As a Mechanical Customer Service Specialist, you will have access to: Structured Learning Paths: Curated courses covering advanced mechanical concepts, customer‑experience design, and leadership fundamentals. Mentorship Programs: Pairing with senior technical advisors to accelerate skill acquisition and career progression. Internal Mobility: Opportunities to transition into roles such as Technical Support Analyst, Quality Assurance Specialist, or Operations Team Lead within the same brand or across different client accounts. Performance Recognition: Quarterly awards, spot bonuses, and public acknowledgment for exceptional service metrics (e.g., high FCR, CSAT scores). Conference & Webinar Access: Invitations to industry events that broaden your professional network and keep you at the forefront of mechanical and customer‑service innovations. Work Environment & Culture – What It’s Like to Be Part of Our Team Even though this role is remote, you will feel the pulse of a vibrant, collaborative community. Our culture champions: Diversity & Inclusion: A workplace where every voice matters, and diverse perspectives drive creative solutions. Wellness Programs: Virtual yoga sessions, mental‑health resources, and wellness challenges designed to keep you balanced. Employee Engagement: Regular virtual coffee chats, team‑building games, and “Ask Me Anything” sessions with senior leadership. Transparent Communication: Open channels for feedback, suggestion boxes, and quarterly town halls that keep everyone informed about company direction. Technology Enablement: State‑of‑the‑art communication tools, high‑quality headsets, and a stipend for home‑office ergonomics. Compensation, Perks & Benefits – Investing in Your Well‑Being We believe that your hard work deserves generous recognition. While exact figures are tailored to experience and location, the package includes: Competitive Base Salary: Aligned with market benchmarks for remote mechanical support roles. Performance Bonuses: Incentives tied to key metrics such as customer satisfaction, FCR, and productivity. Full Benefits Suite: Medical, dental, vision coverage, a 401(k) retirement plan with company match, and life insurance. Paid Time Off (PTO): Flexible vacation days, sick leave, and paid holidays to recharge. Paid Training & Certification Reimbursement: Full funding for approved courses that enhance your technical and professional skill set. Employee Assistance Program (EAP): Confidential counseling services for personal or professional challenges. Technology Stipend: A quarterly allowance to maintain optimal home‑office equipment and connectivity. How to Apply – Take the Next Step in Your Career If you are driven, tech‑savvy, and eager to make a tangible impact on customer experiences worldwide, we invite you to submit your application today. Showcase your passion for mechanical problem‑solving and your commitment to delivering world‑class service. Press the “Apply Now” button below, attach your updated résumé, and a brief cover letter outlining why you are the perfect fit for this remote role. Our recruitment team reviews applications promptly, and qualified candidates will be contacted for a virtual interview. Ready to Join Teleperformance? Seize this opportunity to become an integral part of a leading digital services organization. Embrace a flexible work‑from‑home lifestyle, grow your technical expertise, and enjoy a rewarding career path that celebrates your achievements. Final Word – Your Future Starts Here At Teleperformance, we don’t just offer a job; we provide a platform where your talents are nurtured, your growth is encouraged, and your contributions are celebrated. Join us, and let’s shape the future of mechanical customer service together—one satisfied client at a time. ``` Apply for this job