Technical Support Representative

The Technical Support Representative will be an integral part of our client's support team--offering expert assistance for a wide range of technical issues to English-speaking clients over the phone and through remote access and tech support tools. The ideal candidate will have a strong background in BPO call center inbound phone calls from English-speaking clients, and extensive experience with troubleshooting both Apple Macbook and Windows PC environments.

Job Responsibilities:

• Over-the-phone troubleshooting, diagnosing, and repairing via remote access on complex technical issues involving Mac and Windows-based systems.
• Address slow computer performance, operating system reinstallation, Mac recovery, PC reset, malware and virus removal, driver updates, and email-related problems, especially with Microsoft Outlook.
• Troubleshoot hardware issues including hard drives, RAM, and power supplies.
• Resolve network and internet issues, browser problems with Google Chrome, and PC game crashes.
• Set up and troubleshoot printers on WiFi connections and resolve printer driver issues.
• Provide timely solutions, document issues effectively, and conduct thorough follow-ups with customers.
• Utilize sales skills to upsell support packages post-service resolution.
• Maintain organization, punctuality, and reliability as core professional attributes.

Requirements

• Proficient in troubleshooting Mac and Windows operating systems.
• Skilled in resolving a broad spectrum of technical issues.
• Strong sales acumen with experience in upselling products and services.
• Excellent communication and documentation skills.
• Proven track record of dependability and adherence to schedules.
• Ability to work full-time hours with availability on weekends.

Minimum Technical and Work Environment Requirements:

• Internet Connection:

• Primary internet connection with a minimum speed of 15 Mbps.

• Backup internet connection with at least 10 Mbps.

• Backup connection must be capable of supporting work during a power outage.

• Primary Device:

• Desktop or laptop equipped with at least:

• Intel Core i5 (8th generation or newer), Intel Core i3 (10th generation or newer), AMD Ryzen 5, or an equivalent processor.

• A minimum of 8 GB RAM.

• Backup Device:

• Must meet or exceed the performance of an Intel Core i3 processor.

• Must be functional during power interruptions.

• Peripherals and Workspace:

• A functioning webcam.

• A noise-canceling USB headset.

• A quiet, dedicated home office space.

• A smartphone for communication and verification purposes.

Benefits

• Join Our Dynamic Team: Experience our fun, inclusive, innovative culture that values your unique contributions and supports your professional growth.
• Embrace the Opportunities: Seize daily chances to learn, innovate, and excel. Make a real impact in your field.
• Limitless Career Growth: Unlock a world of possibilities and resources to propel your career forward.
• Fast-Paced Thrills: Thrive in a high-energy, engaging atmosphere. Embrace challenges and reap stimulating rewards.
• Flexibility, Your Way: Embrace the freedom to work from home or any location of your choice. Create your ideal work environment.
• Work-Life Balance at Its Best: Say goodbye to stressful commutes and hello to quality time with loved ones. Achieve a healthy work-life integration to perform at your best.