Job Category

Customer Service


Pay

  • During Training – $9.00 per hour
  • After Training – $10.25 per hour

Company
Support


Overview

Support.com is a fast paced environment fully committed to providing excellent customer service. The Remote Services Technician is an entry level role which provides inbound customer service support for basic troubleshooting and resolution of service related problems for high speed internet and wireless gateways. This is an exciting work from home opportunity requiring you to work and engage with others in a virtual environment. As a Remote Services Technician you will be fully trained to perform the following duties.

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.

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
  • 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

Job Requirements

  • Fluency in written and verbal English
  • Access to and use of an Android Smartphone (we require the latest OS version currently v6.0 Marshmallow) to complete tasks.
  • Latest version of the Google Search App installed on your Android device
  • You must be living in the United States for the last 3 consecutive years
  • Gmail must be your primary Email account and used frequently (daily)
  • Active daily user of Gmail, Google+ and all forms of social media including Twitter & Facebook. Some tasks will be personalized/Social Media based.
  • Experience in use of Android Smartphones and a variety of apps and web browsers to navigate and interact with a variety of content
  • All tasks will be accessed through a specific custom App that you will be required to download on your Android smartphone
  • You must have familiarity with current and historical business, media, sport, news, social media and cultural affairs in the United States

Equipment Requirements:

Minimum CPU Speed

  • 2-cores @ 2.7 GHz Processor or better
  • 4-cores @  2.2 GHz processor or better
  • i5 or better processor preferred
  • Minimum 4Gb RAM
  • Minimum vertical monitor resolution of 1080 pixels (1920×1080 or higher preferred)
  • Multiple monitors highly recommended
  • 80 GB, 7200 RPM SATA hard drive or better
  • Internet connection speeds exceeding 5Mbps down and 1Mbps up
  • Windows Vista, 7, 8, 8.1 including .NET 4.5 with all security patches applied (Windows 7 or 8 preferred)
  • Windows 10 is not supported at this time
  • HTML5 Compliant Web Browser (IE9 or higher, Chrome, etc)
  • Antivirus Software.
  • USB Headset

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**
  • Spanish Speaking Bilingual Differential
  • Testing required
  • Overtime Available
  • 100% Work from Home
  • Medical, Dental, Vision benefits
  • 401K plan
  • Paid Time Off
  • Paid Training
  • Promotional Opportunities
  • Employee Stock Purchase Plan

How To Apply

Click Here To Apply

More Information