Device Support Specialist

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

📋 Description

• Troubleshoot technical issues and provide support to clients and customers.

• Handle incoming and outgoing phone calls, emails, help desk tickets, reports, and device maintenance alerts.

• Deliver outstanding customer service and respond to technology-related inquiries.

• Accurately document details of calls, dispatches, and messages.

• Collaborate with experienced team members to research, investigate, and address technical problems and complaints.

• Manage basic technology inquiries and refer calls and issues to the appropriate departments or service representatives.

• Assist clients and customers in understanding technology and guide them through troubleshooting processes.

• Distribute service requests and resolve basic technical issues with supervision.

• Learn and adhere to phone queue metrics, service level agreements, quality scores, and schedule compliance.

• Follow established company and departmental protocols and procedures.

• Educate clients on technology features and functionalities with support from seasoned team members.

• Engage in additional projects or responsibilities as assigned.

⛳️ Requirements

• High School Diploma is mandatory.

• Strong verbal and written communication skills.

• Active listening abilities to comprehend customer inquiries and concerns.

• Clear delivery of technical information to non-technical individuals.

• Knowledge of fundamental customer service principles.

• Patience and empathy when addressing customer questions and issues.

• Capability to maintain a positive and supportive demeanor.

• Basic skills in documenting details of calls, messages, and dispatches.

• Attention to detail for accurate and thorough documentation.

• Familiarity with basic technology concepts and devices.

• Ability to troubleshoot and resolve simple technical issues with guidance.

• Capacity to collaborate effectively with team members.

• Eagerness to seek guidance and learn from more experienced colleagues.

• Basic problem-solving skills for addressing straightforward technical challenges.

• Ability to research, investigate, and respond to inquiries promptly.

• Basic time management skills for managing call volume, adhering to schedules, and meeting service level agreements.

• Flexibility to manage evolving responsibilities and tasks as skills advance.

• Capability to meet the physical demands of the job, including extended periods of sitting, frequent use of telephone/headset/computer, data entry, occasional standing and walking, and lifting up to 10 lbs.

🏝️ Benefits

• Medical, Dental, and Vision insurance

• Employer Paid Basic Life Insurance and AD&D

• Voluntary Life Insurance (Employee/Spouse/Child)

• Health Care and Dependent Care Flexible Spending Accounts

• Pre-Tax and Post-Tax Commuter and Parking Benefits

• 401(k) Retirement Savings Plan with Company Match

• Paid Time Off

• Paid Parental Leave

• Short-Term and Long-Term Disability

• Tuition Reimbursement

• Employee Discounts (retail, hotel, food, restaurants, car rental, and much more!)