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Support.Com, Inc.: Personal Technology Expert (Work From Home)

Duties

Responsibilities:

  • Supply best in class support to direct consumers on all technology support needs
  • Use company provided tools to troubleshoot and solve customer technology problems
  • Maintain high level of customer satisfaction with focus on first call resolution
  • Identification and removal of Malware and Viruses

As part of the process of providing best-in-class customer satisfaction for technology services you will also be required to do the following:

  • Answer call and greet customers or partner sales representative
  • Review ticket in customer service tracking application
  • Determine scope of issue
  • Confirm customer agreement to pricing and conditions of service
  • Manage credit card processing
  • Handle requests for refunds per company policies
  • 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 standard set by company
  • Provide feedback on tool, process, and business improvements
  • Represents company in a professional and ethical manner 

Qualifications

  • Minimum of one (1) year of related experience in customer service dealing with consumers
  • Hardware/Software technical support
  • Troubleshooting Windows XP, Vista, 7, 8, and 10 Platforms to the registry level
  • Home networks (wired and wireless) using multiple network technologies such as switches, routers, printers, IoT Devices, etc.
  • Internet connectivity using cable, DSL, satellite, dial-up
  • Consumer/business peripherals - printers, scanners, fax, MP3 players, digital cameras, cellphones, PDAs
  • Internet security
  • Courses in technology related fields and customer service. MCDST, A+, HDI Support Center Analyst or other relevant certification a plus

Equipment Requirements:

  • 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
  • HTML5 Compliant Web Browser (IE11 or higher, Chrome, etc.)
  • 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 "Personal Technology Expert" 

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