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:
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Over-the-phone troubleshooting, diagnosing, and repairing via remote access on complex technical issues involving Mac and Windows-based systems.
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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.
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Troubleshoot hardware issues including hard drives, RAM, and power supplies.
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Resolve network and internet issues, browser problems with Google Chrome, and PC game crashes.
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Set up and troubleshoot printers on WiFi connections and resolve printer driver issues.
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Provide timely solutions, document issues effectively, and conduct thorough follow-ups with customers.
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Utilize sales skills to upsell support packages post-service resolution.
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Maintain organization, punctuality, and reliability as core professional attributes.
Requirements
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Proficient in troubleshooting Mac and Windows operating systems.
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Skilled in resolving a broad spectrum of technical issues.
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Strong sales acumen with experience in upselling products and services.
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Excellent communication and documentation skills.
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Proven track record of dependability and adherence to schedules.
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Ability to work full-time hours with availability on weekends.
Minimum Technical and Work Environment Requirements:
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Internet Connection:
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Primary internet connection with a minimum speed of 15 Mbps.
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Backup internet connection with at least 10 Mbps.
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Backup connection must be capable of supporting work during a power outage.
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Primary Device:
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Desktop or laptop equipped with at least:
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Intel Core i5 (8th generation or newer), Intel Core i3 (10th generation or newer), AMD Ryzen 5, or an equivalent processor.
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A minimum of 8 GB RAM.
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Backup Device:
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Must meet or exceed the performance of an Intel Core i3 processor.
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Must be functional during power interruptions.
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Peripherals and Workspace:
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A functioning webcam.
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A noise-canceling USB headset.
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A quiet, dedicated home office space.
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A smartphone for communication and verification purposes.
Benefits
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Join Our Dynamic Team: Experience our fun, inclusive, innovative culture that values your unique contributions and supports your professional growth.
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Embrace the Opportunities: Seize daily chances to learn, innovate, and excel. Make a real impact in your field.
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Limitless Career Growth: Unlock a world of possibilities and resources to propel your career forward.
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Fast-Paced Thrills: Thrive in a high-energy, engaging atmosphere. Embrace challenges and reap stimulating rewards.
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Flexibility, Your Way: Embrace the freedom to work from home or any location of your choice. Create your ideal work environment.
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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.