FAQs and Answers About Working for American Support
Does American Support hire agents in every state?
Almost. Currently there are 11 states we are not hiring from: Alaska, California, Colorado, Connecticut, Hawaii, Massachusetts, Oregon, Nevada, New York, Rhode Island, and Washington.
How many hours can I work?
As a full time employee you can work up to 40 hours per week. As a part time employee you can work up to 30 hours per week.
How are agents paid? How often?
American Support agents are paid biweekly. Our agents are paid hourly including time for training, breaks, and after-call work. American Support agents do have the option to sign up for direct deposit or can receive pay on a direct debit card.
What are the keys to success for American Support agents?
Agents that successfully manage their home based offices share the following traits:
- They are professional and capable of providing a high level of service
- They enjoy the benefits of working from home such as savings on gas, oil changes, car maintenance, and the opportunity to wear their slippers to work!
- They are positive and optimistic
- They are flexible and adaptable to changing client needs
- They are tolerant and accepting of differing view points
- They are even tempered and handle objections well
- They are computer savvy
How old must I be to be considered by American Support?
You must be 18 years of age or older to be considered by American Support.
Do I have to be a legal resident of the United States?
Yes, American Support requires that all Agents legally reside in the United States.
Can I live in Canada?
American Support does not employ individuals in Canada at this time.
Are there minimum hours or a minimum amount of calls that are required?
Scheduling time varies. Part time employees should expect to be scheduled for up to 30 hours per week. Full-time employees can expect to work up to 40 hours per week. Please note that schedules can vary based on changing client needs.
What are the steps of the hiring process at American Support?
- Step 1: Read job descriptions and apply for a desired position by reviewing current job opportunities found here. (Remote agents must complete the PC System Check.)
- Step 2: If upon review of your application (and PC System Check for remote applicants), we find you to be a great potential fit, one of our recruiters will contact for a phone screen.
- Step 3: If after the phone screen, the recruiter finds your skillset to align with a current job opening, you will be scheduled for a formal interview.
- Step 4: If after your formal interview you are selected for the position, you will receive an offer and begin the onboarding process, which includes a background check.
- Step 5: Upon successful completion of the onboarding process, you will receive a training registration email on the business day before your training is scheduled to begin.
What type of paperwork is required?
As with any job, paperwork specific to the employees’ ability to work, taxes, identification information, and acknowledgment of policies and procedures specific to employment. Examples of required paperwork include: Signed offer letter, Consent to Conduct a background check, and I-9 form(and supporting documents).
Can I use a MAC computer?
Macintosh computers are not compatible with the some of our required work applications. However, any computer owner can purchase a Windows Operating System and install it on their Mac!
What are the internet connectivity requirements?
Our current requirements are 8 mbps of download speed. The faster the internet speed, the better!
Can I use my home telephone to receive calls as an Agent?
American Support does not require agents to have a dedicated phone line. All calls are routed to agents using Voice Over IP technology.
Can cell phones be used for incoming calls?
Absolutely not. Incoming and outgoing calls will only be delivered via Voice Over IP technology on your computer.
Does American Support provide Agents with the physical tools to perform services?
As a home-based agent you are responsible for providing and maintaining all equipment such as your computer, headset, and your internet service. Remember, these services are tax write-offs!
What kind of a headset do I need to purchase?
The preferred headset is the Logitech H390 USB PC Headset.
What type of employment does American Support provide?
American Support current provides W-2 employment.
Can I work when I travel or while I am on vacation?
American Support requires that agents only work on the approved PC that pass the PC System Check during the hiring process. Should you desire to work from a new PC, you will need to submit a new PC System Check to firstname.lastname@example.org.
Does American Support reimburse Agent expenses?
No. American Support compensates their agents fairly. It is the Agent’s responsibility to provide equipment and materials to maintain their approved home based office.
How can I generate additional revenue?
American Support pays an hourly rate, plus agents have the opportunity to earn SPIFs (Special Performance Incentive Funds) or other incentives based on sales performance.
Does American Support utilize performance metrics?
Yes. American Support has several performance metrics such an agent’s average handle time, CPH (calls per hour) sales conversion percentage, and RGU (Revenue Generating Unit) yields.
If I am selected as an American Support Customer Service or Telesales Representative and am invited to training, when I will receive my first pay check?
Time spent in training is paid time. American Support pays employees according to a biweekly payroll calendar. When you receive pay is dependant on your start date and where you fall in payroll calendar.
What is a Staffing Specialist and how do they help me?
Staffing Specialists essentially make up the monitoring hub of the Contact Center. Staffing Specialists work to ensure that scheduling requirements are met according to our obligations to out clients. Thus, all matters related to scheduling rest with the team of Staffing Specialists or Workforce Management. Staffing Specialists take care of employee concerns such as Paid Time Off (PTO), Emergency Absences, Holiday Scheduling, Tardies, etc. All contact with Staffing Specialists must be made through the appropriate established process.
What are the requirements of a work at home environment?
Although we offer our employees the convenience of a work-at-home position, we are still a business in every sense of the word and we must ensure that customer contact is always in keeping with professional standards. Certainly, children crying or playing and dogs barking in the background would not be the acceptable standard for a customer service center. Additionally, quality is of the utmost importance to us, so it is important for the employee to work where he/she is not distracted and in an environment that is quiet and free of background noise.
How will I be trained?
Training will occur via a live webinar. This means you will complete the training and orientation processes from your home as well, using your computer. Your training class will be conducted by a live training specialist and you will be in the company of your teammates. You will continue to be responsible for logging in on time, actively participating and making valuable contributions to the learning process, and remaining attentive during the training course. The guidelines for background noise are applicable in training as well.
Who is American Support?
American Support is a complete provider of back-office services to clients in the telecommunications industry. We help clients grow their revenue & increase their subscriber base by making every contact to their customers count. With six products in our line-up, we cover all our clients’ customer contact needs: Telesales, Customer Care, Field Support, Technical Support, Subscriber Management and Dispatch.
American Support strives to help our customers succeed by operating efficiently, consistently and with excellent customer service, making life better for our clients, employees, investors and families, while supporting our country.
From coast to coast, many of America’s largest telecommunications companies trust American Support with their customers.
Customer interaction is a key component in delivering responsive and efficient customer service. More than just voices at the other end of the telephone, all of American Support’s customer service and telesales representatives are skilled with varied industry backgrounds.
We promote greater customer interaction and customer satisfaction by being able to handle calls around the clock – twenty four hours a day and seven days a week. Today’s customer expects a live person to answer their calls and handle their issues in a timely manner.
When you outsource your inbound calls to American Support you get a sense of comfort that your customers’ needs are met whatever the time of day they call. No machines, no endless ringing, a real voice to serve your customer the right way – the American Support way.
American Support is an equal opportunity employer. All applicants will be afforded equal opportunity without discrimination because of race, color, national origin, religion, gender, veteran status, age, sexual preference, marital status or disability.