Support.com, Inc. (NASDAQ: SPRT) is hiring hundreds of technical support agents in the coming weeks who work from home and provide remote technology services to consumers and small businesses directly via our www.support.com portal and through channel partners which include major retailers, cable providers and anti-virus companies. These partners offer branded services as part of their own integrated consumer programs in order to fix, configure, and setup today's consumer technology, including PCs, Macs, tablets, smartphones and other mobile devices running Windows, Mac OS, iOS, and Android operating systems.
Support.com® Personal Technology Experts® provide an award-winning customer experience by using an innovative model that combines a cloud-based technology platform with a fully distributed workforce. As a Personal Technology Expert for a public company, you will be responsible for assisting consumers with their PCs and a wide range of devices including printers, routers, home networks, digital cameras, MP3 players and more. Support.com has been growing rapidly each year and expects to continue to expand while defining a new category of technology-enabled services.
Benefits:
• $13.50 per hour
• Overtime and Shift Premiums available
• 100% Work from Home
• Medical, Dental and Vision benefits
• 401K plan
• Paid Time Off and floating holidays
• 2 Week Paid Best-in-Class Training
• Promotional Opportunities
• Employee Stock Purchase Plan
Core Responsibilities:
• Perform remote analysis on customer computers and make product or service recommendations
• Supply best-in-class support to direct consumers on all technology support needs
• Use Support.com's world-class proprietary tools to troubleshoot and solve customer technology problems
• Maintain a high level of customer satisfaction with focus on first call resolution
• Identification and removal of Malware and Viruses
Additional Tasks:
• Answer calls and greet customer or partner sales representatives
• Review tickets in customer service tracking application
• Determine scope of issue
• Confirm customer agreement to pricing and conditions of service
• Manage credit card processing
• Handle requests for refunds per company policy
• Follow through on warranty requests or open issues
• Encourage completion of customer surveys
• Close incidents within recommended service times
• Properly document all support calls
• Adhere to quality standards set by company
• Provide feedback on tool, process, and business improvements
• Represent the company in a professional and ethical manner
Required Skills:
• Excellent written and oral communication skills; second language a plus
• Can communicate technical concepts clearly to customer's level of understanding
• Excellent customer interaction skills
• Excellent organizational and multitasking skills
• Ability to resolve problems creatively
• Review standard operating procedures and provide feedback and ideas
• Ability to type 30 to 40 words per minute
Qualifications:
• Minimum 1-2 years of related experience, including roles in customer service
• Hardware and software technical support experience
• Troubleshooting Windows 7, Vista and XP operating systems on the registry level
• Home networking including switches, routers, printers and wireless
• Networking technologies including TCP/IP, DNS and Firewalls
• Internet connectivity using cable, DSL, satellite and dial-up
• Consumer and business peripherals including printers, scanners, faxes, MP3 players, digital cameras, mobile phones and PDAs
• Internet and malware security
• Courses in technology-related fields and customer service. MSDST, A+, HDI Support Center Analyst or other relevant certification a plus.
Equipment Requirements:
• Minimum 3 GHz processor and 4 GB RAM with 1280x1024 minimum resolution
• Minimum OS of Windows XP SP3, .net4 with security patches applied
• Dual monitors: 17" screen or greater recommended
• Broadband connection (1.5MB down /512 kbps up)
• Anti-virus Software
Support.com is an Equal Opportunity Employer
Please apply TODAY! Click here to apply. Emailed Resumes will NOT be accepted!
Support.com® Personal Technology Experts® provide an award-winning customer experience by using an innovative model that combines a cloud-based technology platform with a fully distributed workforce. As a Personal Technology Expert for a public company, you will be responsible for assisting consumers with their PCs and a wide range of devices including printers, routers, home networks, digital cameras, MP3 players and more. Support.com has been growing rapidly each year and expects to continue to expand while defining a new category of technology-enabled services.
Benefits:
• $13.50 per hour
• Overtime and Shift Premiums available
• 100% Work from Home
• Medical, Dental and Vision benefits
• 401K plan
• Paid Time Off and floating holidays
• 2 Week Paid Best-in-Class Training
• Promotional Opportunities
• Employee Stock Purchase Plan
Core Responsibilities:
• Perform remote analysis on customer computers and make product or service recommendations
• Supply best-in-class support to direct consumers on all technology support needs
• Use Support.com's world-class proprietary tools to troubleshoot and solve customer technology problems
• Maintain a high level of customer satisfaction with focus on first call resolution
• Identification and removal of Malware and Viruses
Additional Tasks:
• Answer calls and greet customer or partner sales representatives
• Review tickets in customer service tracking application
• Determine scope of issue
• Confirm customer agreement to pricing and conditions of service
• Manage credit card processing
• Handle requests for refunds per company policy
• Follow through on warranty requests or open issues
• Encourage completion of customer surveys
• Close incidents within recommended service times
• Properly document all support calls
• Adhere to quality standards set by company
• Provide feedback on tool, process, and business improvements
• Represent the company in a professional and ethical manner
Required Skills:
• Excellent written and oral communication skills; second language a plus
• Can communicate technical concepts clearly to customer's level of understanding
• Excellent customer interaction skills
• Excellent organizational and multitasking skills
• Ability to resolve problems creatively
• Review standard operating procedures and provide feedback and ideas
• Ability to type 30 to 40 words per minute
Qualifications:
• Minimum 1-2 years of related experience, including roles in customer service
• Hardware and software technical support experience
• Troubleshooting Windows 7, Vista and XP operating systems on the registry level
• Home networking including switches, routers, printers and wireless
• Networking technologies including TCP/IP, DNS and Firewalls
• Internet connectivity using cable, DSL, satellite and dial-up
• Consumer and business peripherals including printers, scanners, faxes, MP3 players, digital cameras, mobile phones and PDAs
• Internet and malware security
• Courses in technology-related fields and customer service. MSDST, A+, HDI Support Center Analyst or other relevant certification a plus.
Equipment Requirements:
• Minimum 3 GHz processor and 4 GB RAM with 1280x1024 minimum resolution
• Minimum OS of Windows XP SP3, .net4 with security patches applied
• Dual monitors: 17" screen or greater recommended
• Broadband connection (1.5MB down /512 kbps up)
• Anti-virus Software
Support.com is an Equal Opportunity Employer
Please apply TODAY! Click here to apply. Emailed Resumes will NOT be accepted!
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