The company is seeking a Remote Support/Customer Service Agent to provide exceptional customer service to clients via phone, email, chat, and remote desktop tools, troubleshooting issues and maintaining a positive user experience.
Requirements
- Proficiency with common operating systems (Windows, macOS) and basic networking concepts.
- Comfortable using support tools like ticketing systems, remote desktop software, and collaboration platforms (e.g., Slack, Microsoft Teams).
- Reliable high-speed internet (minimum 50 Mbps download/upload), a quiet workspace, and a dedicated computer setup.
Responsibilities
- Respond to customer inquiries and resolve technical issues related to software applications, hardware setups, and account management.
- Provide step-by-step guidance via remote access tools (e.g., TeamViewer, Zoom) to diagnose and fix problems efficiently.
- Document interactions in our CRM system (e.g., Zendesk or Salesforce) to ensure accurate tracking and follow-up.
- Escalate complex issues to senior support staff or engineering teams when necessary.
- Participate in ongoing training to stay updated on product features and support best practices.
Other
- 1-2 years of experience in customer support, help desk, or technical support roles (entry-level candidates with strong communication skills encouraged to apply).
- Excellent verbal and written communication skills; ability to explain technical concepts in simple terms.
- Strong problem-solving abilities and a customer-first mindset.
- Availability to work flexible shifts, including some evenings or weekends as needed.
- U.S.-based candidates preferred; must be available during Eastern Standard Time business hours.
