Technical Support Representative (Tier 1)

Title: Technical Support Representative (Tier 1)

Location: Remote

JobDescription:

The Technical Support Representative will be an integral part of our client’s support team–offering expert assistance for a wide range of technical issues to English-speaking clients over the phone and through remote access and tech support tools. The ideal candidate will have a strong background in BPO call center inbound phone calls from English-speaking clients, and extensive experience with troubleshooting both Apple Macbook and Windows PC environments.

Job Responsibilities:

  • Over-the-phone troubleshooting, diagnosing, and repairing via remote access on complex technical issues involving Mac and Windows-based systems.
  • Address slow computer performance, operating system reinstallation, Mac recovery, PC reset, malware and virus removal, driver updates, and email-related problems, especially with Microsoft Outlook.
  • Troubleshoot hardware issues including hard drives, RAM, and power supplies.
  • Resolve network and internet issues, browser problems with Google Chrome, and PC game crashes.
  • Set up and troubleshoot printers on WiFi connections and resolve printer driver issues.
  • Provide timely solutions, document issues effectively, and conduct thorough follow-ups with customers.
  • Utilize sales skills to upsell support packages post-service resolution.
  • Maintain organization, punctuality, and reliability as core professional attributes.

Requirements

  • Proficient in troubleshooting Mac and Windows operating systems.
  • Skilled in resolving a broad spectrum of technical issues.
  • Strong sales acumen with experience in upselling products and services.
  • Excellent communication and documentation skills.
  • Proven track record of dependability and adherence to schedules.
  • Ability to work full-time hours with availability on weekends.

System Requirements

  • At least 15mbps for main internet and at least 10mbps for backup
  • A desktop or laptop that has an i5 processor with at least 8 GB RAM and an i3 processor for backup
  • Note: Back-ups should still be able to function when there is a power interruption
  • A webcam
  • Noise-canceling USB Headset
  • Quiet, Dedicated Home Office
  • Smartphone

Benefits

  • Join Our Dynamic Team: Experience our fun, inclusive, innovative culture that values your unique contributions and supports your professional growth.
  • Embrace the Opportunities: Seize daily chances to learn, innovate, and excel. Make a real impact in your field.
  • Limitless Career Growth: Unlock a world of possibilities and resources to propel your career forward.
  • Fast-Paced Thrills: Thrive in a high-energy, engaging atmosphere. Embrace challenges and reap stimulating rewards.
  • Flexibility, Your Way: Embrace the freedom to work from home or any location of your choice. Create your ideal work environment.
  • Work-Life Balance at Its Best: Say goodbye to stressful commutes and hello to quality time with loved ones. Achieve a healthy work-life integration to perform at your best.