Remote Tech Support Agent - Software/Hardware Call Center (USA)

Job Summary Progressive Technology is seeking a highly motivated and technically proficient Remote Tech Support Agent to join our dynamic call center support team. In this customer-facing role, you will be the first point of contact for resolving a wide range of technical issues related to both hardware and software. You will represent our commitment to excellence by providing fast, efficient, and empathetic support that empowers our customers and builds lasting relationships. Key Responsibilities Respond to incoming customer calls, emails, and chat inquiries regarding technical issues with software and hardware products. Troubleshoot and resolve technical problems related to operating systems, applications, networking, and peripheral devices. Document all customer interactions and technical steps taken using our internal ticketing system. Escalate complex issues to higher-tier support teams when necessary. Guide customers through installation, setup, and usage of various tech solutions. Ensure high levels of customer satisfaction through professional communication, follow-ups, and problem resolution. Stay current on product updates, system changes, and new troubleshooting procedures. Contribute to a knowledge base by documenting new troubleshooting tips and recurring problems. Required Skills and Qualifications Excellent verbal and written communication skills in English. Strong troubleshooting skills in Windows, macOS, and common software applications. Basic understanding of networking principles and connectivity issues. Ability to handle high call volumes in a fast-paced, remote environment. Strong interpersonal skills with a customer-first attitude. Proficiency with remote desktop tools and helpdesk software (e.g., Zendesk, Freshdesk, or similar platforms). Typing speed of at least 40 WPM with a high degree of accuracy. Experience Minimum of 1-2 years of technical support experience in a call center or remote environment. Prior experience with diagnosing both software and hardware issues is essential. Experience working with troubleshooting scripts and knowledge bases preferred. Working Hours This is a full-time remote position , requiring availability between 8:00 AM – 8:00 PM EST , with rotating weekend shifts. Shifts are scheduled in advance to accommodate time zones and peak call periods. Knowledge, Skills, and Abilities Solid understanding of computer hardware (e.g., RAM, hard drives, motherboards). Familiarity with common consumer software and enterprise tools (Microsoft Office, antivirus software, cloud storage platforms, etc.). Ability to simplify complex tech issues for customers with varying levels of technical knowledge. High level of independence and self-discipline in a remote work environment. Commitment to continuous learning and professional development in technology trends. Benefits Competitive hourly pay + performance bonuses. Fully remote work with flexible scheduling. Health, dental, and vision insurance. Paid time off and sick leave. Professional development opportunities and access to online certifications. Employee discounts on tech products and services. Supportive and inclusive team environment with virtual team-building events. Why Join Progressive Technology? At Progressive Technology, we believe in empowering people through technology. As a Remote Tech Support Agent, you will be more than just a helpdesk technician — you will be part of a team that drives innovation and prioritizes customer care. We invest in our people with ongoing training, competitive benefits, and a work culture that values collaboration, growth, and flexibility. How to Apply Ready to join a forward-thinking tech company from the comfort of your home? Apply today by submitting your resume and a brief cover letter outlining your tech support experience and availability to us Only applications from candidates legally authorized to work in the USA will be considered. #J-18808-Ljbffr The Elitejob