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Personal Technology Expert

Location: Sunnyvale
Posted on: May 22, 2019

Job Description:, 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 software. services and products help leading brands deepen their customer relationships. Customers want technology that works the way it's intended. By using 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


  • 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


      • 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


        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 (1920--1080 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 7, 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

 is an Equal Opportunity Employer

          • Must be in current position for at least 6 months to apply
          • No Active Final Warnings

            Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

Keywords:, Sunnyvale , Personal Technology Expert, IT / Software / Systems , Sunnyvale, California

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