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.