Customer Services Technician

Support.com
Full time
Customer Support
United States
Hiring from: Anywhere

Customer Services Technician #569


Location


US


Sunnyvale, CA


FUNCTIONAL GROUP


Work From Home


FULL-TIME


ALL LOCATIONS


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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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