Job Title: Experienced Technical Support Representative (Windows & macOS)
Location: Remote
Job Type: Full-Time
About the Role:
We are seeking passionate and experienced Technical Support Representatives to join our team. If you are someone who thrives in a fast-paced environment, loves solving technical problems, and is confident in your ability to upsell and handle sales and billing post-service, then this role is perfect for you.
Responsibilities:
- Technical Support: Provide top-notch troubleshooting support for Windows PC and some macOS issues, handling a wide variety of repair scenarios over the phone with American customers.
- Problem Resolution: Use your expertise to confidently solve technical issues, guiding customers through the process while ensuring customer satisfaction.
- Customer Communication: Deliver clear, concise, and easy-to-understand instructions, ensuring customers of all ages can follow along and resolve their issues effectively.
- Sales & Upselling: Confidently upsell extended support packages and other services to customers based on their needs. You should be comfortable handling the sales process and billing after the technical support service is completed.
- Billing & Post-Service: Manage sales transactions, ensuring customers are aware of additional services and packages that can enhance their experience and extend the value of their support.
Qualifications:
- Experience: At least 3+ years of experience in tech support, with strong knowledge of Windows PC troubleshooting and basic macOS support.
- Sales Skills: Proven ability to upsell and confidently handle sales and billing aspects of the service.
- Communication Skills: Ability to explain complex technical issues in a simple, easy-to-understand manner. Must be comfortable talking with a diverse range of customers, from young to old.
- Customer-Centric: Strong focus on providing excellent customer service and ensuring that each customer interaction is handled professionally and efficiently.
- Confidence: Must be highly confident in your troubleshooting abilities and have a proactive attitude towards sales and customer interaction.
- Remote Work Experience: Comfortable working remotely and handling customer calls from anywhere.
Why Join Us?
- Competitive Salary: We offer a competitive compensation package.
- Work-Life Balance: Enjoy the flexibility of remote work.
- Growth Opportunities: We believe in promoting from within and providing opportunities for professional development.
- Be Part of a Rockstar Team: Work with some of the best tech professionals and help customers solve their tech issues in a meaningful way.
If you are ready to use your technical expertise and sales skills in a dynamic and rewarding environment, we want to hear from you! Apply today to join our team of talented technical support professionals.
Training Information:
We are looking for candidates who are already highly skilled and experienced in this role. Therefore, we do not provide technical training as part of the onboarding process. All selected candidates will be required to complete self-paced video training on their own time before being officially hired.
As this is a contract position, we expect that you come fully prepared, and the training is designed to familiarize you with our specific processes and approach. The training consists of approximately 12-16 hours of video content, along with around 4 hours of note-taking. This will help you align with our company’s standards and practices.
Key Details:
- Completion Requirements: After completing the training, you will need to submit your notes for review to ensure alignment with our procedures.
- Compensation for Training: The training time will be compensated with a 2,000 peso allowance, which will be added to your first paycheck. Please note, this amount is for the training itself and will not be paid at your regular rate.
If you are not selected for the role, you will not be required to complete the training. However, for those chosen, we only want candidates who are confident in their abilities and ready to jump into the job with minimal supervision.
We appreciate your understanding of this process and your commitment to completing the training to ensure success in this role before actually starting with our callers.