Tech & Sales Support Representative

This is a fully remote position, open to applicants in Alabama, +33 more states.

📋 Description

• Act as the main point of contact for clients through both inbound and outbound communication channels.

• Offer initial, frontline technical support to consumers.

• Assist with client-specific high-speed internet services and related devices.

• Diagnose issues related to internet connectivity, performance, operating systems, PCs, browsers, and devices.

• Assess problems and implement suitable resolution strategies.

• Exhibit in-depth product knowledge and effectively address customer concerns.

• Aim to resolve issues during the first call whenever possible.

• Create and oversee trouble tickets for user, data network, and operating system-related issues.

• Tackle and resolve technical challenges within the predetermined time frames.

• Comply with assigned work schedules, management directives, and company policies.

• Provide a positive, patient, courteous, and friendly experience for customers.

⛳️ Requirements

• Must be over 18 years of age.

• High School Diploma or equivalent is preferred.

• Comfortable using desktop computer systems.

• Demonstrated oral and written communication abilities.

• Familiar with personal computers, operating systems, software, and computer-related terminology.

• Proven problem-solving capabilities.

• Capacity to work independently and manage multiple tasks simultaneously.

• Ability to work collaboratively with team members, supervisors, and support departments.

• Excellent communication, listening, and analytical skills.

• Strong organizational and problem-solving abilities.

• Skill in prioritizing tasks and performing well under pressure.

• Open-mindedness to feedback, evolving policies, and a structured schedule with varied shifts.

• Sharp critical thinking abilities.

• Proactive, solution-focused mindset toward problem resolution.

• Designated workspace near the router for a hardwired Ethernet connection.

• Minimum internet speed of 15 Mbps for download and 10 Mbps for upload.

• ISP latency must be below 50ms.

• Internet connection must not be via satellite, mobile data/hotspot, P2P, or VPN.

• Proof of internet speed is required.

🏝️ Benefits

• Comprehensive health benefits, potentially including medical, vision, and dental coverage.

• Employment Assistance Programs.

• Health and personal time off (HPT).

• Leave programs as eligible.

• Competitive 401(K) plans.

• Life insurance options.

• Supplemental medical coverage.

• Critical care insurance.

• Pet insurance options.

• Flexible Spending Account (FSA) plans.

• Discounts at various retailers.

• Endless opportunities for career advancement.

• An inclusive and diverse workplace culture.

• Support for active-duty service members, veterans, and military families.

• Reasonable accommodations during the application process.