Customer Services Technician at Support.com

Remote | Entry-level
Support.com

Customer Services Technician #569

Location

US

Sunnyvale, CA

FUNCTIONAL GROUP

Work From Home

FULL-TIME

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Job Title

Customer Services Technician

External Description

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
  • Sales ability to close a sale

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 (1920×1080 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 8 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:

  • $11.00 per hour*
  • Testing required
  • Extra Hours Available
  • 100% Work from Home
  • Medical, Dental, Vision benefits
  • 401K plan
  • Paid Time Off
  • Paid Training
  • Promotional Opportunities
  • Employee Stock Purchase Plan

*$10.50 per hour plus $.50 cent per hour for reimbursement

Support.com is an Equal Opportunity Employer

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