Tech Support Agent
Nomad Internet
Online Tech Support Agent
This is a remote position. Online Tech Support Agent Department: Customer Service / Technical Support Reports To: Customer Service Manager / Technical Support Supervisor
Job Overview As an Online Tech Support Operator, you will be responsible for providing exceptional real-time assistance to customers through a web-based chat platform as well as live call support. Your focus will be on troubleshooting technical issues, answering product-related queries, and ensuring a high level of customer satisfaction.
Responsibilities - Promptly and efficiently handle customer inquiries via live chat as well as live call in support. - Diagnose, troubleshoot, and resolve technical issues related to the company's products or services. - Guide customers through step-by-step solutions in a clear, concise manner. - Offer recommendations for issue resolution and possible product enhancements. - Work closely with other team members, including phone support and email support agents. - Document support interactions in the company's CRM system. - Escalate unresolved issues to the appropriate internal teams. - Meet or exceed key performance indicators, including response time and customer satisfaction ratings. - Stay updated with product knowledge, technical specifications, and company policies.
Qualifications - High school diploma or equivalent; Bachelor's degree in a related field is a plus. - Previous experience in customer service or technical support is preferred in the field of modem, sim line, and Wireless (fixed wireless) Internet Services. - Exceptional written communication skills. - Ability to multitask and manage multiple chat windows and live calls simultaneously. - Strong problem-solving skills. - Familiarity with CRM systems and chat support software. - A good understanding of computer systems, mobile devices, and other tech products.
Skills - Customer-centric mindset - Empathy and active listening - Technical aptitude - Time management - Attention to detail
Work Environment This job will be performed 100 percent remotely. Flexibility for shift work may be required, including weekends and holidays.
Compensation and Benefits - Competitive salary - Performance bonuses - Opportunities for career advancement
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