NOW HIRING: Tier 2 Subject Matter Expert (SME) – Computer Tech Support w/ Sales, Billing & Retention Experience
READ FIRST – DO NOT APPLY WITHOUT THIS STEP
To be considered, you must submit your resume plus a 3 to 5 minute voice recording introducing yourself. Your audio must include:
1. Introduction (name, location, and background)
2. Full call center experience (include companies and job roles)
3. Technical expertise (platforms, tools, systems you support – Windows/macOS/iOS/Android/Servers)
4. Experience with Microsoft, Geek Squad, Dell, HP, or similar
5. Sales, retention, billing, or upselling experience
Applications without an audio introduction will be skipped.*
ABOUT THE ROLE
We are hiring a Tier 2 Subject Matter Expert (SME) with proven experience in higher level tier 2/3 tech support and call center-based sales, billing, and customer retention
This is not a Tier 1 or entry-level role. We need a confident, highly skilled professional who can:
Solve complex technical problems across Windows/macOS/mobile platforms
Provide remote support with empathy and patience
Speak confidently with U.S. customers, upsell services, resolve billing issues, and retain accounts
YOU MUST KNOW HOW TO:
Troubleshoot BSODs, system crashes, driver issues, and hardware failures
Reinstall OS and recover systems (Windows/macOS)
Set up networks, shared folders, file sharing, and printer configurations
Resolve issues with iCloud, macOS upgrades, and mobile devices
Support Windows Server issues (added bonus)
Use remote tools to help customers fix their tech problems
Talk to customers in a calm, friendly, and clear way – especially seniors or non-tech users
AND ALSO:
Handle billing questions, disputes, and payment issues
Confidently upsell and retain customers using value-based conversations
Document everything clearly in a CRM or ticketing system
Meet performance targets related to customer satisfaction, call handling time, and conversions
REQUIRED:
2+ years as a Tier 2+ Tech Support or SME (NOT entry-level)
Call center or BPO experience supporting U.S. customers
Strong English and communication skills
Comfortable with sales + support in the same call
Bonus: Background with Geek Squad, Microsoft, Dell, HP, or any MSP
NICE TO HAVE (but not required):
CompTIA A+, Network+, ACSP, MCP, or similar certifications
Familiar with tools like Zoho Assist, TeamViewer, Zendesk, or VoIP softphones
Experience in work-from-home tech support or managed service environments
WHO YOU ARE:
A confident and calm problem-solver
You enjoy helping people AND selling solutions
You're comfortable working independently and hitting KPIs
You're detail-oriented and passionate about excellent customer service
COMPENSATION:
Competitive salary (based on experience)
Performance bonuses
Long-term, stable role with growth opportunities
? HOW TO APPLY:
1. Submit your profile/resume
2. Include a link to your 5-minute audio recording / www.vocaroo.com
3. Write a short cover message summarizing your relevant experience
REMEMBER: No audio = no review. We're serious about hiring the best.