About Company
Virgin Group is a leading international investment group and one of the world’s most recognized and respected brands. Founded by Sir Richard Branson, Virgin’s philosophy is rooted in challenging the status quo, delivering exceptional customer value, and making a positive impact on the world. Our diverse portfolio spans sectors from travel and telecommunications to finance and entertainment, all united by a common commitment to innovation, quality, and a fun, inclusive culture. We believe in putting our people first, fostering an environment where creativity thrives, and every team member contributes to our mission of changing business for good. Joining Virgin means becoming part of a global family dedicated to making a difference.
Job Description
Are you a problem-solver with a passion for technology and a knack for making people smile? Virgin Group is excited to announce an immediate opening for a dedicated Technical Support Specialist in our Davenport, Iowa location! As a vital member of our customer care team, you’ll be the first point of contact for our valued customers, providing expert technical assistance and ensuring their experience with Virgin services is seamless and enjoyable. This isn’t just a job; it’s an opportunity to embody the Virgin spirit – innovative, customer-focused, and always striving for excellence. You’ll troubleshoot a wide range of technical issues, guide users through complex processes, and resolve queries with efficiency and a friendly demeanor. We’re looking for someone who can translate technical jargon into simple, actionable steps, showing empathy and patience with every interaction. You’ll play a crucial role in maintaining high levels of customer satisfaction, building trust, and representing the Virgin brand with professionalism and enthusiasm. If you’re ready to dive into a dynamic role where your skills are celebrated and your impact is felt directly by our customers, we encourage you to apply. This role offers comprehensive training, a supportive team environment, and the chance to grow your career within one of the world’s most iconic brands. Join us and help shape the future of customer support at Virgin!
Key Responsibilities
- Provide first-line technical support to customers via phone, email, and chat, addressing inquiries and resolving issues related to Virgin products and services.
- Diagnose and troubleshoot technical problems across various platforms, including software, hardware, and connectivity issues.
- Guide customers through step-by-step solutions, ensuring clear understanding and successful problem resolution.
- Document all customer interactions, technical issues, and resolutions accurately in the CRM system.
- Escalate complex or unresolved issues to senior support staff or specialized teams when necessary.
- Maintain up-to-date knowledge of Virgin products, services, and technical changes.
- Collaborate with team members to share knowledge and best practices, contributing to a strong team environment.
- Adhere to company policies, procedures, and service level agreements (SLAs).
- Educate customers on product features and self-help options to enhance their overall experience.
Required Skills
- Minimum of 1 year of experience in a technical support or customer service role.
- Strong communication skills, both verbal and written, with the ability to explain technical concepts clearly.
- Excellent problem-solving and analytical abilities.
- Proficiency in navigating various operating systems (Windows, macOS) and mobile platforms (iOS, Android).
- Basic understanding of networking concepts (e.g., Wi-Fi, routers, modems).
- Demonstrated empathy and patience when dealing with customer inquiries.
- Ability to work independently and as part of a team in a fast-paced environment.
- High school diploma or equivalent.
Preferred Qualifications
- Associate’s degree or technical certification in IT, Computer Science, or a related field.
- Experience with CRM software (e.g., Salesforce) and ticketing systems.
- Previous experience in a call center environment, particularly in telecommunications or broadband services.
- Familiarity with remote diagnostic tools and techniques.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health, dental, and vision insurance plans.
- Generous paid time off (PTO) and company holidays.
- 401(k) retirement plan with company match.
- Opportunities for professional development and career advancement within the Virgin Group.
- Employee discounts on Virgin Group products and services.
- A vibrant, inclusive, and supportive company culture.
- Access to wellness programs and resources.
- Life insurance and disability coverage.
How to Apply
Interested candidates are encouraged to click on the application link below to apply directly through the Virgin Group careers portal. Please ensure your resume highlights your relevant technical support and customer service experience.