Customer Technical Support Representative

This is a fully remote position, open to applicants in Kentucky.

📋 Description

• Deliver both live and non-live assistance for a range of digital solutions.

• Utilize administrative tools to investigate technical issues reported by clients.

• Diagnose and resolve problems relating to operating systems, web browsers, plug-ins, internet connectivity, and other system prerequisites.

• Recognize issues that necessitate additional software development or intervention and escalate them to the relevant team.

• Gather customer feature requests and communicate them effectively.

• Thoroughly document customer interactions using a ticketing system.

• Offer clear and precise written and verbal instructions to customers and partners.

⛳️ Requirements

• Must be a high school graduate.

• Capable of working effectively both independently and as part of a team.

• Self-motivated and organized individual with a keen attention to detail.

• Familiarity with Microsoft operating systems and the Office suite is essential.

• Strong understanding of Apple operating systems is highly preferred.

• Knowledge of major web browsers and mobile devices is required.

• Possess analytical and critical thinking skills to troubleshoot complex computer-related issues.

• Proficient in keyboarding.

• Keep up-to-date with the technical and product knowledge necessary to perform the role effectively.

• Must have a quiet, dedicated workspace with a reliable, high-speed internet connection.

• Technical degree or certifications are preferred.

• Previous technical support experience is preferred.

• Networking knowledge is an advantage.

• Experience in a call center environment is preferred.

• Punctuality and the ability to maintain excellent attendance are crucial.

• Open to accepting change.

• Ability to establish a personal connection during customer interactions.

• Strong critical thinking skills for problem-solving, particularly when established procedures do not apply.

🏝️ Benefits

• Vacation accrual beginning on the first day.

• Company-designated and floating holidays available throughout the year.

• 401K plan with employer-matched contributions.

• Healthcare coverage (medical, dental, and vision) starting from day one.

• Position allows for remote work.

• Necessary job assets will be provided by the company.