Job Details

Online Tech Support Agent

This is a remote position.

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