Work from Home Technical Support Customer Service Advisor – Hiring in 21 States

We are looking for technically skilled candidates with good problem-solving ability for the position of Help Desk Customer Service Advisor. The duties of this role include being a reference point for all IT-related queries at the user level, responding to user needs in a timely manner, and ensuring the optimal running of all systems, among other technical duties.

What you’ll do:

  • Resolving end user inquiries by utilizing multiple technologies including telephony, chat, and web-based inquiries
  • Striving for one-call resolution of customer issues while communicating appropriate options in a timely and professional manner
  • Managing and resolving identified client issues for assigned customer accounts
  • Documenting information into web-based ticketing system
  • Searching and navigating the knowledge base to identify appropriate resolution for client issues
  • Escalating unique issues or inaccurate information contained in the knowledge base to the immediate supervisor for resolution
  • Projecting favorable image of the company to promote its objectives and goals that enhance client relationships
  • Participating in internal training programs to expand knowledge and support multiple clients
  • Providing delightful, efficient, and accurate resolutions to customer inquiries
  • Completing special projects as requested by management
  • Installing, maintaining, and troubleshooting computers, printers, phones, and other peripheral equipment
  • Troubleshooting hardware and software issues
  • Completing software installations
  • Establishing good relationships with all departments and colleagues
  • Serving as the first point of contact for customers seeking technical assistance over the phones, chats, and emails

What you should have:

  • You must be able to work from home
  • You must have a quiet, distraction-free work environment without any conflicting responsibilities during your scheduled work shift
  • Your home office must have DSL or Cable Internet that is hardwired into a modem/router via Ethernet (Dial-up, Wireless, or Satellite interview services cannot be used)
  • Must have either an ISP provided modem that allows a third party VOIP, or a personal modem and personal router without restrictions
  • Must be able to wire company hardware directly into router which may not be more than 100 feet from the computer
  • Minimum download speed 10 Mbps
  • Minimum upload speed 5 Mbps
  • Ping less than 100 MS consistently that is dedicated to the workstation
  • Strong computer knowledge, including the ability to accurately type at least 25 wpm
  • Strong interpersonal skills and a very high degree of customer service ethic.
  • Ability to communicate clearly, both written and orally, with faculty, students, staff, and team members
  • Ability to walk customers through outlined problem-solving processes, using our knowledge base system
  • Ability to ask questions to determine nature of problem
  • Strong multi-tasking abilities while working in a fast- paced environment
  • Ability to perform remote troubleshooting

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