Technical Support Representative

Posted 1 year ago

The Technical Support Representative will be an integral part of our client’s support team–offering expert assistance for a wide range of technical issues to English-speaking clients over the phone and through remote access and tech support tools. The ideal candidate will have a strong background in BPO call center inbound phone calls from English-speaking clients, and extensive experience with troubleshooting both Apple Macbook and Windows PC environments.

Job Responsibilities:

Over-the-phone troubleshooting, diagnosing, and repairing via remote access on complex technical issues involving Mac and Windows-based systems.
Address slow computer performance, operating system reinstallation, Mac recovery, PC reset, malware and virus removal, driver updates, and email-related problems, especially with Microsoft Outlook.
Troubleshoot hardware issues including hard drives, RAM, and power supplies.
Resolve network and internet issues, browser problems with Google Chrome, and PC game crashes.
Set up and troubleshoot printers on WiFi connections and resolve printer driver issues.
Provide timely solutions, document issues effectively, and conduct thorough follow-ups with customers.
Utilize sales skills to upsell support packages post-service resolution.
Maintain organization, punctuality, and reliability as core professional attributes.

Requirements

Proficient in troubleshooting Mac and Windows operating systems.
Skilled in resolving a broad spectrum of technical issues.
Strong sales acumen with experience in upselling products and services.
Excellent communication and documentation skills.
Proven track record of dependability and adherence to schedules.
Ability to work full-time hours with availability on weekends.

Minimum Technical and Work Environment Requirements:

Internet Connection:

Primary internet connection with a minimum speed of 15 Mbps.
Backup internet connection with at least 10 Mbps.
Backup connection must be capable of supporting work during a power outage.

Primary Device:

Desktop or laptop equipped with at least:

Intel Core i5 (8th generation or newer), Intel Core i3 (10th generation or newer), AMD Ryzen 5, or an equivalent processor.
A minimum of 8 GB RAM.

Backup Device:

Must meet or exceed the performance of an Intel Core i3 processor.
Must be functional during power interruptions.

Peripherals and Workspace:

A functioning webcam.
A noise-canceling USB headset.
A quiet, dedicated home office space.
A smartphone for communication and verification purposes.

Benefits

Join Our Dynamic Team: Experience our fun, inclusive, innovative culture that values your unique contributions and supports your professional growth.
Embrace the Opportunities: Seize daily chances to learn, innovate, and excel. Make a real impact in your field.
Limitless Career Growth: Unlock a world of possibilities and resources to propel your career forward.
Fast-Paced Thrills: Thrive in a high-energy, engaging atmosphere. Embrace challenges and reap stimulating rewards.
Flexibility, Your Way: Embrace the freedom to work from home or any location of your choice. Create your ideal work environment.
Work-Life Balance at Its Best: Say goodbye to stressful commutes and hello to quality time with loved ones. Achieve a healthy work-life integration to perform at your best.