Role Overview
This full-time role combines customer service, problem-solving, and basic technical support for customers across the systems we support. It requires at least one year of technical support experience in a call center or busy help desk environment. Success comes from being dependable, communicating clearly, handling sensitive information with care, and taking ownership of accurate, high-quality support.
Location
This is a 100% remote role. However, applicants must reside in the contiguous United States. We cannot hire applicants who reside in California or plan to relocate there.
Schedule
Eight-hour shifts may be scheduled anytime within our operating hours: Monday through Sunday, 4:00 a.m. to 9:00 p.m. Pacific.
What You'll Do
- Answer inbound calls, assess customer needs, and troubleshoot password issues, printer TCP/IP settings, software configurations and hardware or software connectivity.
- Document interactions, troubleshooting steps, and resolutions in the designated ticketing system promptly and accurately.
- Monitor and follow up on open tickets to meet established service-level agreements (SLAs).
- Coordinate with teammates and make outbound calls as needed to move issues toward resolution.
- Protect sensitive customer information and follow company security procedures.
- Affordable, comprehensive medical, dental, and vision coverage for you and your dependents.
- A retirement plan with company matching contributions after six months of employment.
What You'll Bring
- A high school diploma or GED.
- At least one year of technical support experience in a call center or busy help desk environment.
- Familiarity with ticketing systems used to track and manage customer issues.
- Clear verbal and written communication and strong customer service skills.
- Comfort navigating multiple systems while assisting customers.
- Diligence: Provide accurate support, document your work carefully, protect sensitive information, and follow through on commitments.
- Accountability: Take ownership of customer issues and your performance, communicate honestly, and use feedback to improve.
- Agility: Adjust to changing priorities, learn new systems and processes, and remain professional when unexpected challenges arise.
- Reliable attendance and a quiet workspace suitable for customer calls.
- Availability to work full-time, eight-hour shifts within the operating hours.
- With or without reasonable accommodation, the individual in this role must be able to:
- Work the assigned schedule and remain available and engaged during scheduled hours.
- Handle inbound calls while meeting established productivity, quality, and responsiveness standards.
- Communicate clearly and professionally by phone and in writing.
- Maintain attention to detail while navigating systems and assisting customers.
- Work at a computer workstation for extended periods, using a keyboard, mouse, and headset.
