Personal Technology Expert

Support.com. (NASDAQ: SPRT) provides online technology services to consumers and small businesses. Support.com provides an award-winning customer experience by using an innovative model that combines a cloud-based technology platform with a fully distributed workforce, Support.com is defining a new category of technology-enabled services and growing rapidly each year

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 the technology services you will also be required to do the following:

  • Answer calls and greet customer 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 standards set by company
  • Provide feedback on tool, process, and business improvements
  • Represent company in a professional and ethical manner

 

Skills:

  • Excellent written and oral communication skills, second language a plus
  • Can communicate technical concepts clearly to customer’s level of understanding
  • Excellent customer interaction skills
  • Very good organizational and multitasking skills
  • Ability to problem solve and resolve problems creatively
  • Review SOPs (standard operating procedures) and provide feedback and ideas
  • Ability to type 30 to 40 words per minute

 

Qualifications:

 

Minimum of 1 year of related experience in customer service dealing with consumers

Hardware / Software technical support

Troubleshooting Windows XP, Vista, 7, 8 and 10Platforms 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. MSDST, A+, HDI Support Center Analyst or other relevant certification a plus.

 

Equipment Requirements:

 

  • Minimum CPU Speed
  • 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 1080 pixels (1920×1080 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 4.5 with all security patches applied
  • HTML5 Compliant Web Browser (IE11 or higher, Chrome, etc)
  • Antivirus Software.
  • Corded (not wireless) noise canceling USB Headset
  • Webcam

 

Apply