Remote Technical Support Representative
Support.com
2021-10-14T22:11:36Z
Reading
Pennsylvania
United States
Information Technology
(No Timezone Provided)
About the Role
Answer inbound calls and greet customers Determine scope of customer issue in an effective and professional manner Manage credit card processing when necessary Encourage completion of customer survey Effectively resolve customer issue in a timely manner Properly document all customer interactions Adhere to quality standards determined by company and client Represent company in a professional and ethical manner Maintain high level of customer satisfaction with focus on first call resolution Resolve customer requests by investigating problems, developing solutions and recommend additional products and/or services relevant to assessment of the customer needs.
Responsibilities (Including, but not limited to)
Provide world-class customer service, remaining calm and professional while resolving sometimes complex issues Provide customers with opportunities to enhance his/her product by up-selling when appropriate Use company provided tools and process to troubleshoot and solve customer technology problems Identification and removal of malware and viruses
Experience and Skills
Excellent written and oral communication skills Ability to interpret a flow chart to deliver a work process Ability to learn new technical concepts quickly Communicate technical directions over the phone to inexperienced computer users Excellent customer interaction skills Strong organizational and multitasking skills Ability to problem-solve Ability to follow written instructions Ability to work in a fast-paced changing environment Ability to work in a very structured environment with scheduled rest and meal periods Type 30 to 40+ words per minute
Minimum Qualifications & Requirement
1 year of related experience in a customer service environment Hardware / Software technical support Troubleshooting Windows XP, Vista, 7, 8, 10, and macOS Platforms Home networks (wired and wireless) using multiple network technologies such as switches, routers, printers, IoT Devices, etc... Internet connectivity using cable, DSL, satellite, dial-up Consumer/business peripherals -- printers, scanners, fax, MP3 players, digital cameras, cellphones, PDAs Internet security Successfully pass our technical test and complete our interview process Maintain good attendance Must complete a pre-hire drug screen and background check Experience in the work from home environment is a plus Must be at least 18 years Equipment Requirements:
Landline or cell phone Corded (not wireless) noise-canceling USB Headset Webcam Mouse must be external No third-party VPNs No unapproved third-party Virtual Machines Internet Requirements:
Broadband internet connection with at least 10 Mbps download capacity and 2 Mbps upload capacity Cable or DSL broadband connection required. Satellite and/or Cellular connection (3g/4g) is not allowed. Suggested connection: physically connected to local network with Ethernet Computer Requirements:
Processor: Modern Dual-Core Intel or AMD processor operating at 2.2Ghz or higher Hard Drive: 250 GB, 7200 RPM SATA or better RAM: 4GB required or higher Video Card: No recommendation/requirement beyond multi-monitor support Operating System: Windows 10 or higher including approved .NET version and up to date with all important Windows updates installed Up to date with all important Windows updates installed All copies of Windows must be genuine and licensed Browser: HTML5 Compliant Web Browser (IE, Chrome, etc., with latest updates installed) Antivirus/Antimalware: Active and up-to-date Antivirus software Monitor Requirements:
Multiple monitors are required for all work from home positions Minimum vertical monitor resolution of 1080 required Monitor size(s) must be at least 17” 21" Monitor size recommended Working for Support.com:
Testing required Extra Hours Available & sometimes required 100% Work from Home Medical, Dental, Vision benefits 401K plan Paid Time Off & Floating Holiday Time Paid Training Promotional Opportunities Employee Stock Purchase Plan Support.com is an Equal Opportunity Employer
Remote Technical Support Representative
About the Role
Answer inbound calls and greet customers Determine scope of customer issue in an effective and professional manner Manage credit card processing when necessary Encourage completion of customer survey Effectively resolve customer issue in a timely manner Properly document all customer interactions Adhere to quality standards determined by company and client Represent company in a professional and ethical manner Maintain high level of customer satisfaction with focus on first call resolution Resolve customer requests by investigating problems, developing solutions and recommend additional products and/or services relevant to assessment of the customer needs.
Responsibilities (Including, but not limited to)
Provide world-class customer service, remaining calm and professional while resolving sometimes complex issues Provide customers with opportunities to enhance his/her product by up-selling when appropriate Use company provided tools and process to troubleshoot and solve customer technology problems Identification and removal of malware and viruses
Experience and Skills
Excellent written and oral communication skills Ability to interpret a flow chart to deliver a work process Ability to learn new technical concepts quickly Communicate technical directions over the phone to inexperienced computer users Excellent customer interaction skills Strong organizational and multitasking skills Ability to problem-solve Ability to follow written instructions Ability to work in a fast-paced changing environment Ability to work in a very structured environment with scheduled rest and meal periods Type 30 to 40+ words per minute
Minimum Qualifications & Requirement
1 year of related experience in a customer service environment Hardware / Software technical support Troubleshooting Windows XP, Vista, 7, 8, 10, and macOS Platforms Home networks (wired and wireless) using multiple network technologies such as switches, routers, printers, IoT Devices, etc... Internet connectivity using cable, DSL, satellite, dial-up Consumer/business peripherals -- printers, scanners, fax, MP3 players, digital cameras, cellphones, PDAs Internet security Successfully pass our technical test and complete our interview process Maintain good attendance Must complete a pre-hire drug screen and background check Experience in the work from home environment is a plus Must be at least 18 years Equipment Requirements:
Landline or cell phone Corded (not wireless) noise-canceling USB Headset Webcam Mouse must be external No third-party VPNs No unapproved third-party Virtual Machines Internet Requirements:
Broadband internet connection with at least 10 Mbps download capacity and 2 Mbps upload capacity Cable or DSL broadband connection required. Satellite and/or Cellular connection (3g/4g) is not allowed. Suggested connection: physically connected to local network with Ethernet Computer Requirements:
Processor: Modern Dual-Core Intel or AMD processor operating at 2.2Ghz or higher Hard Drive: 250 GB, 7200 RPM SATA or better RAM: 4GB required or higher Video Card: No recommendation/requirement beyond multi-monitor support Operating System: Windows 10 or higher including approved .NET version and up to date with all important Windows updates installed Up to date with all important Windows updates installed All copies of Windows must be genuine and licensed Browser: HTML5 Compliant Web Browser (IE, Chrome, etc., with latest updates installed) Antivirus/Antimalware: Active and up-to-date Antivirus software Monitor Requirements:
Multiple monitors are required for all work from home positions Minimum vertical monitor resolution of 1080 required Monitor size(s) must be at least 17” 21" Monitor size recommended Working for Support.com:
Testing required Extra Hours Available & sometimes required 100% Work from Home Medical, Dental, Vision benefits 401K plan Paid Time Off & Floating Holiday Time Paid Training Promotional Opportunities Employee Stock Purchase Plan Support.com is an Equal Opportunity Employer