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Remote Guest Services Technician


External Description



Support.com (NASDAQ: SPRT) is a fast paced environment fully committed to providing world-class customer service 24x7. The Remote Guest Services Technician is an entry level role which provides inbound customer service support for basic troubleshooting and resolution of device related problems. This is an exciting work from home opportunity requiring you to work and engage with others in a virtual environment, while providing our customers with a high quality customer service experience. As a Remote Guest 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.
  • Provide customers with opportunities to enhance his/her product by cross selling when appropriate
  • Excellent written and oral communication skills, second language a plus




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
  • 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
  • Can communicate technical concepts clearly to customer's level of understanding
  • Knowledge of the connected home
  • Knowledge of the Internet of Things




Responsibilities:



Customer Service:

  • Provide world-class customer service, remaining calm and professional while resolving sometimes complex issues
  • Troubleshoot customer issue using a variety of resources and active listening skills
  • Provide customers with opportunities to enhance his/her product by cross selling when appropriate




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:

  • TV's
  • Game consoles
  • iPads and other tablets
  • Printer and/or folder sharing
  • Wireless printers
  • Other electronic devices as needed




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 have the flexibility to work any schedule within a 24x7 environment
  • Must be at least 18 years




Equipment Requirements:



Minimum CPU Speed

  • 2 Physical cores @ 2.7 GHz Processor or better
  • 4 Physical cores @ 2.2 GHz processor or better
  • i5 or better processor preferred
  • Minimum 4Gb RAM
  • Minimum vertical monitor resolution of 1080 pixels (1920x1080 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 8, 8.1, 10 including .NET 4.5 with all security patches applied
  • HTML5 Compliant Web Browser (IE11 or higher, Chrome, etc)
  • Antivirus Software.
  • Corded (Not wireless) noise cancellingUSB Headset
  • Webcam


Support.com is an Equal Opportunity Employer



Working for Support.com:

  • Hourly wage $10.25/hour
  • Testing required
  • 100% Work from Home
  • Medical, Dental, Vision benefits
  • 401K plan
  • Paid Time Off
  • Paid Training
  • Extra Hours Available
  • Promotional Opportunities
  • Employee Stock Purchase Plan




Support.com is an Equal Opportunity EmployerShow moreShow less

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