Are you someone who loves breaking down technical problems into solvable components? Do you have top-notch customer service and collaboration skills? Are you interested in joining a team comprised of a dynamic mix of technical support professionals who are paving the way to support the Internet of Things? If this sounds like you, we have an opportunity that may interest you.
- Starting Pay: $18/hr. + language differential
- Start date 1/29/2024
- Must be able to work any shift with-in the hours of operations (Monday-Sunday 8am-12am Eastern Standard Time) Shift rotate every 4 months.
What makes us different?
- Your medical benefits begin on your first day
- We provide excellent compensation and retirement programs
- We deliver exceptional paid time off
- We provide tuition reimbursement available after 6 months
What will be my duties and responsibilities in this job?
- Provide high-quality technical support to effectively diagnose and resolve support incidents reported by external customers.
- Troubleshoot, diagnose, and resolve complex issues across a wide array of internet connected devices such as personal computers, mobile phones, tablets, wireless devices, Bluetooth speakers, thermostats, fitness trackers, televisions, home automation devices, etc.
- Provide excellent customer service and ownership of technical support issues.
- Work well in a high energy, dynamic, and collaborative environment.
- Provide appropriate responses and expectations in a timely and efficient manner.
- Work as the customer’s advocate, demonstrating expertise in support processes and functions, including escalations, complex issue resolution, and customer retention.
- Technical Support Analysts may be required to perform other job related duties as directed by a member of management to meet business needs and objectives.
What are the requirements needed for this position?
- 6 months experience with customer service, troubleshooting, analytical, and problem-solving.
- Strong experience and working knowledge in one or more of the following technical specialty areas:
- PC Support: MS Windows, MS Office, Apple OS X, home networking/Wi-Fi, printer installation / setup / config.
- Mobile Support: iPhone/iPad/iOS, Android phones and tablets, Kindle / e-readers, Fire Tablets.
- Smart Home: devices such as assistants, smart lights, smart TV’s, thermostats, door locks, wearable technologies and other home-automation systems.
- High school diploma or GED (post-secondary education preferred).
- Must be able to type 30-40 WPM.
- Must be fluent (written and verbal) in English and Spanish
What other skills/experience would be helpful to have?
- Bachelor’s degree preferred, Associates degree a plus.
- 1 year of experience in technical support role.
- Technical certifications from organizations such as CompTIA A+, Network+, Microsoft, Apple, or other related bodies in the technical industry.
- Experience working within a support organization providing phone/chat/email based support to customers.
- Strong working knowledge of support services tools and applications such as CRM, knowledge base, remote diagnostic and monitoring tools, collaboration tools, etc.
- Excellent verbal and written communication and interpersonal skills.
- Experience in writing technical documentation for inclusion in a Knowledge Base.
- Experience with providing training and coaching, either to customers or to internal colleagues.
- Able to collaborate, interact, cooperate and motivate across job functions and teams.
What are the working conditions and physical requirements of this job?
General office demands
This position is in a department that is open 365 days a year and we currently have schedules which have shifts starting at 8:00 AM ET and ending at 12 AM ET respectfully (hours subject to change over time). An individual’s schedule is generally set for several months at a time, however interested candidates must have a reasonable degree of schedule flexibility to work varying schedules throughout the year.
Pay Range: $18.23 – $29.17
Any posted pay range considers a wide range of compensation factors, including candidate background, experience and work location, while also allowing for salary growth within the position.