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Client Services Technician

Company: Support.com
Location: Sunnyvale
Posted on: March 18, 2019

Job Description:

Are you looking for the perfect job? STOP we have what you are looking for Bonus paid after 90-days of employment for Perfect Attendance, Quarterly Bonus opportunities for all, not just a select few Work from the comfort of your own home Meet people from across the US, engage with our peers through dynamic chat and support groups Paid training 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. The Client Services Technician role provides inbound customer service support for basic troubleshooting and resolution of service related problems for high speed internet and wireless gateways working from your own home office. 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 Client Services Technician you will be fully trained to perform the following duties. Work From Home - US - Multiple, United States Responsibilities: Actively listen to customer needs and offer appropriate education of products and services to prevent customer churn. Respond real time to customer Inbound questions and problems. Make outbound calls to touch base with new customers, thank them for their business and listen to their new customer experience Utilize resources to upsell and explain competitive edge of enhanced products. Effective use of persuasive techniques to overcome objections. Educate customers in the use of installed products, service offerings, billing, charges, and product features. Become a customer advocate; resolve customer concerns and situations calmly and courteously. Troubleshoot and resolve service and technical problems using remote control tools in an ever changing technical space Meets retention, sales and customer service performance metrics. Explain and instruct the customer on the value and operation of the product and service. Focus on customer retention efforts Skills: Ability to instantly connect with a customer Demonstrate active learning skills, ownership and empathy in providing a customer with the service they need. Ability to interpret a flow chart to deliver a work process. Demonstrated ability to listen, diagnose troubleshoot and solve technical and service related issues. Communicate technical directions over the phone to inexperienced computer users. Ability to learn new technical concepts quickly. Communicate and present complex information effectively on the telephone demonstrating a professional tone, voice inflection and intonation. Strong organizational and multitasking skills. Ability to follow written instructions and integrate changes in instruction effectively. Strong written communication skills. Ability to work in a very structured environment with scheduled rest and meal periods Qualifications: 1 year of related experience in a customer service and/or technical support environment. Understanding of wired and wireless home networks using multiple network technologies such as cable modems, routers, printers, etc. (DNS, DHCP, WAN, LAN, TCP/IP, Port Forwarding). Working knowledge of computers, smart phones, tablets and other peripheral devices. Successfully pass our technical test and complete our interview process. Must complete a pre-hire drug screen and background check. Minimum CPU Speed 2 Physical cores 2.7 GHz Processor or better 4 Physical cores 2.2 GHz processor or better Minimum 4Gb RAM Minimum vertical monitor resolution of 1080 pixels (1920x1080 or higher preferred) Multiple monitors required 250 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 or higher including .NET 4.7 with all security patches applied HTML5 Compliant Web Browser (IE11 or higher, Chrome, etc) Antivirus Software. Corded (Not wireless) noise cancelling USB Headset Webcam Mouse must be external Landline or cell phone Working for Support.com as a Client Services Technician: $11.00 per hour $1000.00 Perfect Attendance Bonus paid after 90 days of employment Quarterly bonus opportunity up to $600.00 per quarter Individually based bonus no competition with your peer - Every Employee Can Earn a Bonus Spanish Speaking Bilingual Differential 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 $10.50 per hour plus $.50 cent per hour for reimbursement Support.com is an Equal Opportunity Employer Minimum CPU Speed 2 Physical cores 2.7 GHz Processor or better 4 Physical cores 2.2 GHz processor or better Minimum 4Gb RAM Minimum vertical monitor resolution of 1080 pixels (1920x1080 or higher preferred) Multiple monitors required 250 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 or higher including .NET 4.7 with all security patches applied HTML5 Compliant Web Browser (IE11 or higher, Chrome, etc) Antivirus Software. Corded (Not wireless) noise cancelling USB Headset Webcam Mouse must be external Landline or cell phone Support.com is an Equal Opportunity Employer Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

Keywords: Support.com, Sunnyvale , Client Services Technician, Professions , Sunnyvale, California

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