Remote Services Technician

  • Full Time
  • US

Support.com

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Work From Home | US – Multiple, United States

As a member of this best-in-class technology services team you will:

  • 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.

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

Responsibilities:

Home network setup and repair including:

  • Wireless configuration for all operating systems including Windows, iOS, OSx, and Android
  • Windows network configurations on XP, Vista, and 7, 8 and 10
  • Router configuration

Peripherals set up:

  • Game consoles
  • iPads and other tablets
  • Printer and/or folder sharing
  • Wireless printers

Customer Service:

  • 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

Qualifications:

  • Minimum of 1 year experience setting up home networks (or equivalent technical training)
  • 1 year of related experience in a customer service environment
  • Understanding of wired and wireless home networks using multiple network technologies such as cable modems, routers, printers, etc. (DNS, DHCP, WAN, LAN, TCP/IP, Port Forwarding)
  • Successfully pass our technical test and complete our interview process
  • Maintain good attendance
  • Pass an extensive background check
  • Experience in the work from home environment is a plus
  • Must be at least 18 years

Working for Support.com:

  • During Training – $9.00 per hour*
  • After Training – $10.25 per hour**
  • Testing required
  • Extra Hours Available
  • 100% Work from Home
  • Medical, Dental, Vision benefits
  • 401K plan
  • Paid Time Off
  • Paid Training
  • Promotional Opportunities
  • Employee Stock Purchase Plan

*$8.50 per hour plus $.50 cent per hour for reimbursement

**$9.75 per hour plus $.50 cent per hour for reimbursement


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