Job Overview

Job Type

Contractor

Pay

Not disclosed

Apply Now

Job description

Location:: United States
Work arrangement:: On-site

Role Summary

This is a remote position.

Online Tech Support Agent
Department: Customer Service / Technical Support
Reports To: Customer Service Manager / Technical Support Supervisor

As an Online Tech Support Operator, you will be responsible for providing exceptional real-time assistance to customers through a web-based chat platform as well as live call support. Your focus will be on troubleshooting technical issues, answering product-related queries, and ensuring a high level of customer satisfaction.

Responsibilities

Promptly and efficiently handle customer inquiries via live chat as well as live call in support.
Diagnose, troubleshoot, and resolve technical issues related to the company's products or services.
Guide customers through step-by-step solutions in a clear, concise manner.
Offer recommendations for issue resolution and possible product enhancements.
Work closely with other team members, including phone support and email support agents.
Document support interactions in the company's CRM system.
Escalate unresolved issues to the appropriate internal teams.
Meet or exceed key performance indicators, including response time and customer satisfaction ratings.
Stay updated with product knowledge, technical specifications, and company policies.

Requirements

High school diploma or equivalent; Bachelor's degree in a related field is a plus.
Previous experience in customer service or technical support is preferred in the field of modem, sim line, and Wireless (fixed wireless) Internet Services.
Exceptional written communication skills.
Ability to multitask and manage multiple chat windows and live calls simultaneously.
Strong problem-solving skills.
Familiarity with CRM systems and chat support software.
A good understanding of computer systems, mobile devices, and other tech products.