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29 Mar 2024

Full-Time Remote Technical Support Specialist

Boardwalkrents – Posted by Boardwalkrents San Bruno, California, United States

Job Description

We are seeking a skilled and proactive Remote Technical Support Specialist to join our team. As a Technical Support Specialist, you will be responsible for providing timely and effective technical assistance to our customers, troubleshooting issues, and resolving technical problems remotely.

 

Responsibilities:

  1. Customer Assistance: Provide courteous and prompt technical support to customers via phone, email, chat, or remote desktop sessions.
  2. Issue Diagnosis: Identify and troubleshoot technical problems reported by customers, utilizing diagnostic tools and knowledge base resources.
  3. Problem Resolution: Resolve technical issues efficiently, utilizing problem-solving skills and technical expertise to provide effective solutions.
  4. Product Knowledge: Develop a comprehensive understanding of our products, services, and systems to effectively assist customers with technical inquiries and issues.
  5. Documentation: Accurately document customer interactions, technical issues, and resolutions in the company’s CRM system or ticketing system.
  6. Escalation Management: Escalate complex technical issues to higher-level support teams or appropriate departments for further investigation and resolution.
  7. Customer Education: Educate customers on product features, troubleshooting techniques, and best practices to enhance their overall experience and self-service capabilities.
  8. Feedback Collection: Gather feedback from customers regarding their technical support experience and communicate insights to relevant stakeholders for continuous improvement.

Requirements:

  • Proven experience in technical support, help desk support, or a similar role.
  • Proficiency in diagnosing and troubleshooting hardware, software, and network issues.
  • Strong knowledge of operating systems (e.g., Windows, macOS, Linux) and common software applications.
  • Familiarity with remote desktop tools and support software (e.g., TeamViewer, LogMeIn, Zendesk).
  • Excellent communication skills, both verbal and written, with the ability to convey technical information clearly and concisely to non-technical users.
  • Strong customer service orientation and the ability to remain patient, courteous, and professional under pressure.
  • Ability to work independently with minimal supervision and prioritize tasks effectively to meet service level agreements (SLAs).
  • Technical certifications (e.g., CompTIA A+, Microsoft Certified Professional) are a plus but not required.
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How to Apply

If you are a technically proficient individual with a passion for helping customers resolve technical issues, we encourage you to apply for the Remote Technical Support Specialist position. Join us in providing exceptional technical support and enhancing customer satisfaction. Apply now and become part of our dedicated team!

Job Categories: Equal Opportunities. Job Types: Full-Time. Salaries: 40,000 - 60,000.

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