Remote Services Technician

Remote Services Technician

Work From Home | US - Multiple, United States

We are currently offering a Spanish speaking bilingual differential that is available for qualified associates. For more information please see 'Working for Support.com' below!
As a member of this best-in-class technology services team you will:

• Answer calls and greet customers
• Review ticket in customer service tracking application
• Determine scope of issue
• Confirm customer agreement to conditions of service
• Manage credit card processing if necessary
• Follow through on warranty requests or open issues
• Encourage completion of customer survey
• Close the incident within recommended service times
• Properly document all support calls
• Adhere to quality standards set by company
• Represent company in a professional and ethical manner
• Maintain high level of customer satisfaction with focus on first call resolution

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
• Communicate technical directions over the phone to inexperienced computer users
• Excellent customer interaction skills
• Strong organizational and multitasking skills
• Ability to problem-solve
• Ability to follow written instructions
• Type 30 to 40 words per minute

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

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

Equipment Requirements:

• Minimum 3.0GHz Processor (regardless of cores)
• Minimum 4Gb RAM
• Minimum vertical monitor resolution of 1024 pixels (1920x1080 or higher preferred)
• Multiple monitors highly recommended
• Internet connection speeds exceeding 5Mbps down and 1Mbps up
• Windows XP SP3 or higher including .NET 4.0 Fully patched and up to date (Windows 7 – 64Bit preferred)
• HTML5 Compliant Web Browser (IE9 or higher, Chrome, etc)
• Antivirus Software.

Working for Support.com:

• During Training - $9.00 per hour*
• After Training - $10.25 per hour**
• Spanish Speaking Bilingual Differential
• $10.98 per hour including reimbursement
• 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

 

*$8.50 per hour plus $.50 cent per hour for reimbursement
**$9.75 per hour plus $.50 cent per hour for reimbursement