Looking for talent nationally, immediate hire. $16.75/hr and up.

*****This may be an evening role. The ability to work late nights, weekends and holidays may be a requirement for some of these roles. *****

Online Support is a fast paced 24/7/365 team of Agents (technicians) that give clients peace of mind by fixing their technology issues. Backroom Agents provide solutions to a demanding and diverse range of clients.

The Backroom Agents primary role is to solve challenging repairs of technology issues including but not limited to: Windows/Mac Operating Systems, application software installation and troubleshooting, consumer grade networking, peripherals, mobile phones, tablets, and other consumer electronic devices.  Agents are responsible for fantastic customer engagement through: client education on the cause of issues found, work that is performed to find and resolve problems, and recommendations/solutions to prevent issues from occurring in the future.

Agents are responsible for accurately documenting their client interactions, recommendations, and resolutions in a Customer Relationship Management (CRM) system and properly and accurately connecting and transmitting client sessions via remote desktop/device control applications. Backroom Agents role is a 100% remote and work from home role. Agents work independently and in a team-oriented virtual environment. The role has requirements of: evening and weekend work availability and a high-speed internet service in a quiet, distraction free environment.

Essential Functions:

• Independently interacts with clients and performs repairs with high quality and speed (accurate and swift.)

Communication

• Uses excellent verbal and written communication skills throughout all client interactions.
• Maintains high levels of professionalism, courtesy and customer service throughout all client interactions.
• Communicates and educates clients on the proper and optimal use and care for their technology.
• Ability to send and receive faxes in a secure and virtual environment

Problem Solving and Technology

• Communicates with clients using chat and online phone to understand their problem.
• Recommends complete service solutions based on client and technology needs.
• Assists peers and manager as requested.

Processes

• Documents all client interactions, recommendations, and resolutions in a Customer Relationship Management (CRM) system.
• Properly uses chat, remote desktop/device control solutions, and telephony systems for client interactions
• Follows company guidelines including Customer Data Privacy, Illegal Software, and Agent Expectations.

Basic Qualifications:

• 18 or Older
• Ability to work overnights, weekends, and holidays
• Ability to provide a quiet, distraction-free work environment
• Ability to provide a reliable high-speed internet connection