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Personal Technology Expert

Company: Support.com
Location: Sunnyvale
Posted on: May 22, 2019

Job Description:

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 (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


          Support.com 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: Support.com, Sunnyvale , Personal Technology Expert, IT / Software / Systems , Sunnyvale, California

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