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Customer Service Technician

Company: Support.com
Location: Columbia
Posted on: May 21, 2019

Job Description:

Are you looking for the perfect job? STOP -- we have what you are looking for! Bonus paid after 90-days of employment for Perfect Attendance, Quarterly Bonus opportunities for all, not just a select few! 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!

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 Customer Service Technician (Remote) is an entry level role which provides inbound customer service support for basic 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 service experience. As a Customer Services Technician (Remote) you will be fully trained to perform the following duties.

As a Work From Home 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
  • Promoting and selling new products and services that will benefit the customer
  • Encourage completion of customer surveys
  • Effectively resolve customer issues in a timely manner
  • Properly document all customer interactions
  • Adhere to quality standards determined by the company
  • Represent the company in a professional and ethical manner
  • Maintain high level of customer satisfaction with focus on first call resolution
  • Become a customer advocate
  • Resolve customer requests by investigating problems, developing solutions and recommending additional products and/or services relevant to assessment of the customer needs


    Skills:



    • Excellent written and oral communication skills
    • Strong desire to HELP
    • 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+ words per minute


      Customer Service:



      • Provide world-class customer service, remaining calm and professional while resolving sometimes complex issues. Empathizing with customers while supporting them in tough situations
      • Provide customers with opportunities to enhance his/her product by up-selling when appropriate


        Qualifications:



        • 1 year of related experience in a customer service environment
        • Must be willing to HELP customers
        • Demonstrated good attendance with previous employer(s)
        • Ability and desire to overcome customer objections
        • Ability to follow guided paths to solve customer questions/concerns
        • Must complete a pre-hire drug screen and background check
        • Experience in the work from home environment is a plus
        • Must be at least 18 years


          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 (1920x1080 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 or higher including .NET 4.7 with all security patches applied
          • HTML5 Compliant Web Browser (IE11 or higher, Chrome, etc)
          • Antivirus Software.
          • Corded (Not wireless) noise cancelling USB Headset
          • Webcam
          • Mouse must be external
          • Landline or cell phone


            Working for Support.com as a Remote Customer Service Technician:



            • During Training - $9.50 per hour*
            • $1000.00 Perfect Attendance Bonus paid after 90 days of perfect attendance
            • After 90 days of successful employment and perfect attendance - $10.25 per hour**
            • Quarterly bonus opportunity up to $600.00 per quarter
            • Individually based bonus -- no completion with your peer -- Every employee can earn a bonus!
            • 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
            • $9.00 per hour plus $.50 cent per hour for reimbursement
            • *$9.75 per hour plus $.50 cent per hour for reimbursement upon successful completion of 90 days' perfect attendance


              Support.com is an Equal Opportunity Employer

              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 (1920x1080 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 or higher including .NET 4.7 with all security patches applied
              • HTML5 Compliant Web Browser (IE11 or higher, Chrome, etc)
              • Antivirus Software.
              • Corded (Not wireless) noise cancelling USB Headset
              • Webcam
              • Mouse must be external
              • Landline or cell phone


                Support.com is an Equal Opportunity Employer

                Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

Keywords: Support.com, Charlotte , Customer Service Technician, Hospitality & Tourism , Columbia, North Carolina

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