Support Specialist – P 20 HOURS PER WEEK

Must commit to a minimum of 20 hours a week

What do we do?

ACD Connect. is an innovative, virtual company that thrives on brokering solutions for our non-profit clients. ACD’s heartbeat and competitive edge is powered by our people. Our company has grown from providing routine call center services to providing high-level, full-scale donor support resources and products. Our proprietary scripting engine, web forms and custom-built reporting enable clients to successfully conduct large-scale fundraising campaigns with accuracy and creativity.

Fluency Required

Bilingual Spanish and English Speaking Required.

What will you do?

Assist our client with handling their customer inbound call and email needs. The type of calls will assist with General Portal Support, Billing Support and Client Portal Support. >>Schedule for this position can occur anytime Monday – Saturday between the hours of 8am-10p EST and Sunday 11a-8pm EST.  Total weekly hours will be 20 hours for Part – Time and up to 40 hours for Full-Time.<<  While the exact responsibilities will vary based on the business needs, the main duties of the Support Specialist are summarized below.

Training

The schedule for training will be in the afternoon 2-8 Pm EST Mon-Frid. The working schedules will be Afternoons and Evenings, in this time range 12:00pm EST to 10:00pm EST and will be Tuesday through Saturday.

Responsibilities

• Take customer calls and emails and provide accurate, satisfactory answers to their queries and concerns
• Guide callers through troubleshooting, navigating the company site or using the products or services
• Review customer accounts, providing customer with updates and information about billing and other account items
• Collaborate with other Specialists to improve customer service
• Perform other related duties as assigned by management

What does it take?

• USB Headset

• Webcam – All training is 100% on camera
• Laptop or PC (No tablets/Chromebooks/Macs)
• Reliable Broadband internet connection with at least 25 Mbps download capacity and 10 Mbps upload capacity.

>>>>> Due to our current state contracts, we are unable to hire INTERNATIONALLY and in these states at this time:  CT, MA, DE, DC, NJ, NY, CA, OR, WV, MT, MN, AL, AR, ID, WY, WA, AK, HI, PR

All applicants applying from these states or internationally unfortunately cannot be considered.

How will we support you?

– Compensation:

• $10 during the training period up to 2 weeks  (higher state minimum wage will be paid to those in states where it applies)
• $16.50/hr after completing training period  (training period attended at 100% attendance)
• When additional queue skill level training has been completed and production levels are met, compensation will move to $17.00/hr

– Remote Work – No commute time to the office

PART TIME BENEFITS

• Earn up to approximately 2 hours of PTO earned per pay period 
• Employee Assistance Services for Mental Health/Substance Abuse/Counseling resources
• Supplemental Insurance and Retirement Plan 401(k)/Roth with matching
• with matching

FULLTIME BENEFITS

• Medical/Vision and Dental Insurance
• Flexible Spending Account
• Personal Accident Insurance
• 401(k)/Roth with matching
• Tiered PTO based upon length of employment
• Discounts & Life Services offered through Optum EAP

**ACD Direct, Inc. is an equal opportunity employer and values diversity. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate based on any status protected under federal, state, or local law.