This is a remote position.
Tech Support Agent — Part-Time | Fully Remote
Position Overview
Kosher Quinn is seeking a reliable, technically capable Part-Time Tech Support Agent to assist customers with basic troubleshooting and support for kosher-filtered Android phones.
This is a fully remote position focused primarily on providing customer support through email and instant messaging, with minimal phone communication required.
The ideal candidate is comfortable working with Android devices, troubleshooting common technical issues, and communicating clearly through written channels. The right person should be patient, resourceful, detail-oriented, and capable of working independently to identify issues and provide customers with clear solutions.
Key Responsibilities
- Provide technical support to customers using kosher-filtered phones.
- Troubleshoot common Android phone issues, including device settings, connectivity, applications, and general functionality.
- Respond to customer questions primarily through email and instant messaging.
- Use Intercom to manage and respond to customer support requests.
- Diagnose customer issues and provide clear, step-by-step troubleshooting instructions.
- Escalate more complex or unresolved technical issues when necessary.
- Maintain accurate records of customer interactions and reported issues.
- Follow established troubleshooting procedures and continuously develop familiarity with the company's devices and support processes.
- Provide a professional, patient, and helpful customer experience.
- Communicate recurring technical issues or customer feedback to the appropriate team.
Required Qualifications
- Previous experience in technical support, help desk, customer support, or a similar role.
- Strong familiarity with Android smartphones and operating systems.
- Ability to troubleshoot basic technical issues independently.
- Strong written English communication skills.
- Comfortable communicating with customers primarily through email and chat.
- Ability to explain technical information in a simple, easy-to-understand manner.
- Strong attention to detail and problem-solving ability.
- Ability to work independently in a fully remote environment.
- Reliable internet connection and appropriate equipment for remote work.
Preferred Qualifications
- Experience using Intercom or similar customer support/ticketing platforms.
- Previous experience supporting mobile devices or smartphones.
- Experience working with remote customers.
- Familiarity with troubleshooting applications, connectivity, device settings, and account-related issues.
- Experience working in a customer-facing technical support environment.
Authorization & Approval Requests:
- Review customer requests for new apps or filter-setting changes against the company’s established rules and guidelines.
- When a request appears to be authorized under those guidelines, submit the request to management for approval before making the change.
- Clearly document the requested change and provide the necessary information for approval.
- Do not make changes that require management approval without receiving authorization first.
- Use good judgment while consistently following the company’s rules and escalation procedures.
Schedule
- Part-Time
- Fully Remote
- Minimum hours based on candidate availability and business needs.
- Flexible scheduling may be available for the right candidate.
- Minimal phone support; the majority of customer interactions will occur through written communication.
What Success Looks Like
Success in this role means customers receive fast, accurate, and easy-to-understand solutions to their technical issues. The ideal candidate will become highly familiar with Kosher Quinn's devices and troubleshooting processes, respond consistently to support requests, and create a positive customer experience without requiring constant supervision.
Ideal Candidate
The ideal candidate is someone who genuinely enjoys solving technical problems and helping people. They should be comfortable figuring out “why isn't this working?”, breaking the problem down logically, and communicating the solution clearly through written channels.
A strong candidate does not need to be an advanced IT professional. They need to be technically confident, patient, resourceful, responsive, and comfortable with Android devices and customer support.
Requirements
Required Qualifications
- Previous experience in technical support, help desk, customer support, or a similar role.
- Strong familiarity with Android smartphones and operating systems.
- Ability to troubleshoot basic technical issues independently.
- Strong written English communication skills.
- Comfortable communicating with customers primarily through email and chat.
- Ability to explain technical information in a simple, easy-to-understand manner.
- Strong attention to detail and problem-solving ability.
- Ability to work independently in a fully remote environment.
- Reliable internet connection and appropriate equipment for remote work.
Preferred Qualifications
- Experience using Intercom or similar customer support/ticketing platforms.
- Previous experience supporting mobile devices or smartphones.
- Experience working with remote customers.
- Familiarity with troubleshooting applications, connectivity, device settings, and account-related issues.
- Experience working in a customer-facing technical support environment.
Authorization & Approval Requests:
- Review customer requests for new apps or filter-setting changes against the company’s established rules and guidelines.
- When a request appears to be authorized under those guidelines, submit the request to management for approval before making the change.
- Clearly document the requested change and provide the necessary information for approval.
- Do not make changes that require management approval without receiving authorization first.
- Use good judgment while consistently following the company’s rules and escalation procedures.
Benefits
N/A.
