Support.Com, Inc.: Remote Services Technician (Work From Home)

Duties

Support.com (NASDAQ: SPRT) is a fast pace environment fully committed to providing world-class customer service. The Remote Service Technician is an entry level role which provided inbound customer service support for basic troubleshooting and resolution of service related problems for high speed internet and wireless gateways. 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 high quality customer service experience. As a Remote Services Technician you will be fully trained to perform the following duties:

  • Answer inbound call 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 

Working for Support.com:

  • During Training - $9.00 per hour*
  • After Training - $10.25 per hour**
  • Testing required
  • Extra Hours 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 

Qualifications

Qualifications:

  • Must be at least 18
  • Minimum of one (1) year experience setting up home networks (or equivalent technical training
  • One (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 a 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 

Skills:

  • Excellent written and oral communication skills
  • Ability to interpret a flow chart to deliver 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
  • Ability to work in a fast paced changing environment
  • Ability to work in a very structured environment with scheduled rest and meal periods
  • Type up to 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, 8, and 10
  • Router configuration

Peripherals Set Up:

  • Game consoles
  • iPads and other tablets
  • Printer and/or folder sharing
  • Wireless printers

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 108 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
  • Satellite and/or Cellular connection (3g/4g) are not allowed
  • Windows 8.1, 10 including .NET with all security patches applied
  • Corded (not wireless) noise cancelling USB Headset
  • Webcam   

How to Apply:

  1. Go to https://sdcrecruiting.com
  2. At the top of the page click on the icon "Open Positions"
  3. A list of open positions will appear then click on "Remote Services Technician" 

Hours: Full-time
date posted: 06-12-2018