Premium Service Technician – Sunnyvale, CA 94089

Title: Premium Service Technician


Support.com (NASDAQ: SPRT) is a fast paced environment fully committed to providing world-class customer service. The Premium Services Technician is a second tier technical customer service position which provides inbound customer service support for basic and moderate level troubleshooting and resolution of technology issues related to Windows, Mac, mobile, IoT, peripherals and wireless and wired networking and related equipment and leverages existing documentation and process to facilitate service delivery. 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 a high quality customer service experience. As a Premium Services Technician you will be fully trained to perform the following duties.


Work From Home | US – Multiple, United States


As a member of this best-in-class technology services team you will:

  • Answer inbound calls 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.

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
  • Ability to work in a fast paced changing environment
  • Ability to work in a very structured environment with scheduled rest and meal periods
  • Type 30 to 40+ words per minute

Responsibilities:

  • Provide world-class customer service, remaining calm and professional while resolving sometimes complex issues
  • Provide customers with opportunities to enhance his/her product by up-selling when appropriate
  • Use company provided tools and process to troubleshoot and solve customer technology problems
  • Identification and removal of malware and viruses

Qualifications:

  • 1 year of related experience in a customer service environment
  • Hardware / Software technical support
  • Troubleshooting Windows XP, Vista, 7, 8, 10, and macOS Platforms
  • 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
  • Successfully pass our 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
  • Must be at least 18 years

Working for Support.com:

  • $11.00 per hour**
  • Testing required
  • Extra Hours Available & sometimes required
  • 100% Work from Home
  • Medical, Dental, Vision benefits
  • 401K plan
  • Paid Time Off & Floating Holiday Time
  • Paid Training
  • Promotional Opportunities
  • Employee Stock Purchase Plan

**$10.50 per hour plus $.50 cent per hour for reimbursement

Support.com is an Equal Opportunity Employer

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