Tech Support Agent
Offer summary
Qualifications:
High school diploma or equivalent; Bachelor's degree in a related field is a plus., Previous experience in customer service or technical support, especially in modem and wireless internet services., Exceptional written communication skills and strong problem-solving abilities., Familiarity with CRM systems and chat support software, along with a good understanding of tech products..Key responsibilities:
- Provide real-time assistance to customers via web-based chat and live calls.
- Diagnose and resolve technical issues related to the company's products or services.
- Document support interactions in the company's CRM system and escalate unresolved issues as needed.
- Meet key performance indicators for response time and customer satisfaction ratings.
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
Other Skills
- Troubleshooting (Problem Solving)
- Customer Service
- Multitasking
- Technical Acumen
- Problem Solving
- Active Listening
- Detail Oriented
- Empathy
- Time Management
- Communication
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