Publish Date

Technical Customer Solutions Professional (Remote) with Support.com, Inc.

Job ID: 5932563
Job Title: Technical Customer Solutions Professional

Job Description

Are you looking for the perfect job? Stop – we have what you are looking for! Work from the comfort of your own home! Meet people from across the US, engage with our peers through dynamic chat and support groups! Paid training! We also offer reimbursement for all hours worked in conjunction with using your own computer equipment.

Support.com, Inc. (NASDAQ: SPRT) is a leading provider of tech support and turnkey support center services, producer of SUPERAntiSpyware® anti-malware products, and the maker of Support.com® software. Support.com services and products help leading brands deepen their customer relationships. Customers want technology that works the way it’s intended. By using Support.com services and software, companies can deliver a fantastic customer experience, leading to happier customers, greater brand loyalty and growing revenues.

The Technical Customer Solutions Professional (Remote) is a high level customer solutions role, which provides inbound customer service solutions regarding 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 a high quality customer solution experience.

As a Technical Customer Solutions Professional (Remote), you will be fully trained to perform the following duties:

  • Answer inbound calls and greet customers
  • Determine scope of customer issue in an effective and professional solutions driven manner
  • Manage credit card processing when necessary
  • Encourage completion of customer survey
  • Effectively resolve customer issue in a timely and professional manner
  • Properly document all customer interactions while actively engaged with the customer
  • Adhere to quality standards determined by company and client
  • Represent our company in a professional and ethical manner
  • Maintain high level of customer satisfaction with focus on first call resolution
  • Become a customer solution advocate
  • 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 provide accurate customer solutions
  • Ability to make an effective sale
  • Ability to interpret and follow a flow chart to deliver a work process
  • Ability to learn new technical concepts quickly
  • Ability to communicate technical directions over the phone to inexperienced computer users, while maintain a professional and caring demeanor
  • Excellent customer interaction and solution skills
  • Strong organizational and multitasking skills a must
  • Ability to problem-solve and provide resolution
  • Ability to follow guided paths to deliver resolution
  • Ability to work in a fast paced changing environment
  • Ability to work in a very structured environment with scheduled rest and meal periods
  • Type 40-50+ words per minute
  • Must be able to work in a fast-paced, structured, dynamic and high customer-focused environment, with the ability to maintain composure in stressful situations, manage, and diffuse angry or upset customers, while also offering sales solutions when appropriate

Responsibilities:

  • Provide world-class customer solutions, remaining calm and professional while resolving sometimes complex issues with challenging customers
  • 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

Qualifications:

  • A minimum of 1-2 years of related experience in a customer services and sales environment
  • Demonstrated sales ability
  • Ability to navigate through multiple computer application with speed and accuracy
  • Ability to follow guided paths to solve customer questions/concerns
  • Ability and desire to overcome customer objections and provide solutions on every interaction
  • Maintain good attendance
  • Must complete a pre-hire drug screen and background check
  • Experience in the work from home environment a plus
  • Must be at least 18 years
  • Must be willing to HELP customers on an aggressive path to resolution

Equipment Requirements:

  • Minimum CPU Speed
  • 2 physical cores @ 2.7 GHz processor or better
  • 4 physical cores @ 2.2 GHz processor or better
  • Minimum 4Gb RAM
  • Minimum vertical monitor resolution of 1080 pixels (1920×1080 or higher preferred)
  • Multiple monitors required
  • 250 GB, 7200 RPM SATA hard drive or better
  • Internet connection speeds exceeding 10Mbps down and 2Mbps up
  • Satellite and/or Cellular connection (3g/4g) are not allowed
  • Windows 7, 8.1, 10 including .NET 4.5 with all security patches applied
  • HTML5 Compliant Web Browser (IE11 or higher, Chrome, etc.)
  • Antivirus Software
  • Corded (not wireless) noise cancelling USB Headset
  • Webcam
  • External mouse

Working for Support.com as a Technical Customer Solutions Professional:

  • Hourly wage – $12.00 per hour*
  • Testing required
  • Extra hours available and sometimes required
  • 100% work from home
  • Medical, dental, vision benefits
  • 401K plan
  • Paid time off and floating holiday time
  • Paid training
  • Promotional Opportunities
  • Employee Stock Purchase Plan
  • *$11.50 per hour plus $0.50 per hour for reimbursement
  • com is an Equal Opportunity Employer

Salary: $11.50+

Type of Job: Full time, part time
Job Location: Virtual
Posting Date: 06/06/2019
Expiration Date: 06/23/2019
Degrees Wanted: Associates, Certificate, Diploma
Majors Wanted: Computer Information Technology; Networking Technology
Job Targets Wanted: Customers Service; Network Technology; Sales
Employer Website: https://www.support.com

Application Instructions: Visit https://www.support.com, click careers, then click “Search Openings” to find out what jobs are available. When you click “Search Openings” you will get a list of available jobs. Read the job description and click “Apply” to be considered.