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Tech Support Agent

Remote: 
Full Remote
Contract: 
Full time
Work from: 
United States
Nomad Internet logo
Nomad Internet Scaleup https://nomadinternet.com/
51 - 200 Employees
About Nomad Internet
High-speed, up to Unlimited Data wireless low-latency broadband internet in remote and rural locations across the USA.
See more Nomad Internet offers

Job description

This is a remote position.

Online Tech Support Agent


Department: Customer Service / Technical Support


Reports To: Customer Service Manager / Technical Support Supervisor


Job Overview

As an Online Tech Support Operator, you will be responsible for providing exceptional real-time assistance to customers through a web-based chat platform as well as live call support. Your focus will be on troubleshooting technical issues, answering product-related queries, and ensuring a high level of customer satisfaction.


Responsibilities

- Promptly and efficiently handle customer inquiries via live chat as well as live call in support.

- Diagnose, troubleshoot, and resolve technical issues related to the company's products or services.

- Guide customers through step-by-step solutions in a clear, concise manner.

- Offer recommendations for issue resolution and possible product enhancements.

- Work closely with other team members, including phone support and email support agents.

- Document support interactions in the company's CRM system.

- Escalate unresolved issues to the appropriate internal teams.

- Meet or exceed key performance indicators, including response time and customer satisfaction ratings.

- Stay updated with product knowledge, technical specifications, and company policies.


Qualifications

- High school diploma or equivalent; Bachelor's degree in a related field is a plus.

- Previous experience in customer service or technical support is preferred in the field of modem, sim  line, and Wireless (fixed wireless) Internet Services.

- Exceptional written communication skills.

- Ability to multitask and manage multiple chat windows and live calls simultaneously.

- Strong problem-solving skills.

- Familiarity with CRM systems and chat support software.

- A good understanding of computer systems, mobile devices, and other tech products.


Skills

- Customer-centric mindset

- Empathy and active listening

- Technical aptitude

- Time management

- Attention to detail


Work Environment

This job will be performed 100 percent remotely. Flexibility for shift work may be required, including weekends and holidays.


Compensation and Benefits

- Competitive salary

- Performance bonuses

- Opportunities for career advancement

Required profile

Experience

Spoken language(s):
English
Check out the description to know which languages are mandatory.

Hard Skills

Customer CentricityCommunication SoftwareMicrosoft Dynamics CRMComputer SystemsOnline Communication

Other Skills

  • Active Listening
  • Empathy
  • Time Management
  • Problem Solving
  • Detail Oriented
Are you interested?

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