Personal Technology Expert

Compensation

: $127,230.00 - $186,920.00 /year *

Employment Type

: Full-Time

Industry

: Telecommuting/Work-At-Home



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Support.com, Inc. (NASDAQ: SPRT) is a leading provider of tech support and turnkey support center services, producer of SUPERAntiSpyware anti-malware products, and the maker of Support.com software. Support.com services and products help leading brands deepen their customer relationships. Customers want technology that works the way it's intended. By using Support.com services and software, companies can deliver a fantastic customer experience, leading to happier customers, greater brand loyalty and growing revenues. This is an exciting work from home opportunity requiring you to work and engage with others in a virtual environment, while providing our customers with a high quality customer service experience. As a Personal Technology Expert you will be fully trained to perform the following duties. Work From Home | US - Multiple, United States Responsibilities: Supply best in class support to direct consumers on all technology support needs
Use company provided tools to troubleshoot and solve customer technology problems
Maintain high level of customer satisfaction with focus on first call resolution
Identification and removal of Malware and Viruses As part of the process of providing best-in-class customer satisfaction for the technology services you will also be required to do the following: Answer calls and greet customer or partner sales representative
Review ticket in customer service tracking application
Determine scope of issue
Confirm customer agreement to pricing and conditions of service
Manage credit card processing
Handle requests for refunds per company policies
Follow through on warranty requests or open issues
Encourage completion of customer survey
Close the incident within recommended service times
Properly document all support calls
Adhere to quality standards set by company
Provide feedback on tool, process, and business improvements
Represent company in a professional and ethical manner Skills: Excellent written and oral communication skills, second language a plus
Can communicate technical concepts clearly to customer's level of understanding
Excellent customer interaction skills
Very good organizational and multitasking skills
Ability to problem solve and resolve problems creatively
Review SOPs (standard operating procedures) and provide feedback and ideas
Ability to type 30 to 40 words per minute Qualifications: Minimum of 1 year of related experience in customer service dealing with consumers
Hardware / Software technical support
Troubleshooting Windows XP, Vista, 7, 8 and 10Platforms to the registry level
Home networks (wired and wireless) using multiple network technologies such as switches, routers, printers, IoT Devices, etc...
Internet connectivity using cable, DSL, satellite, dial-up
Consumer/business peripherals -- printers, scanners, fax, MP3 players, digital cameras, cellphones, PDAs
Internet security
Courses in technology related fields and customer service. MCDST, A+, HDI Support Center Analyst or other relevant certification a plus. Equipment Requirements: Minimum CPU Speed
2 physical cores @ 2.7 GHz Processor or better
4 physical cores @ 2.2 GHz processor or better
i5 or better processor preferred
Minimum 4Gb RAM
Minimum vertical monitor resolution of 1080 pixels (19201080 or higher preferred)
Multiple monitors required
80 GB, 7200 RPM SATA hard drive or better
Internet connection speeds exceeding 10Mbps down and 2Mbps up
Satellite and/or Cellular connection (3g/4g) are not allowed.
Windows 8.1, 10 including .NET 4.5 with all security patches applied
HTML5 Compliant Web Browser (IE11 or higher, Chrome, etc)
Antivirus Software.
Corded (not wireless) noise canceling USB Headset
Webcam Working for Support.com as a Personal Technology Expert: $13.50 per hour*
Testing required
Extra Hours Available & sometimes required
100% Work from Home
Medical, Dental, Vision benefits
401K plan
Paid Time Off & Floating Holiday Time
Paid Training
Promotional Opportunities
Employee Stock Purchase Plan
$13.00 per hour plus $.50 cent per hour for reimbursement Support.com is an Equal Opportunity Employer Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled * The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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