Technical Support Agent, L1

This is a fully remote position, open to applicants in Florida, +4 more states.

📋 Description

• Effectively manage and prioritize incoming support requests.

• Diagnose and resolve technical problems related to the company's products and services, with a focus on POS systems.

• Provide timely and accurate responses to customer inquiries.

• Refer complex issues to the appropriate internal teams for further assistance.

• Offer immediate support in emergency situations.

• Manage inbound customer calls and articulate technical concepts clearly and concisely.

• Build strong customer relationships through effective communication and problem-solving.

• Actively listen to customer concerns, ask pertinent questions, and show empathy and understanding.

• Follow up to ensure all issues are resolved and customers are satisfied.

• Keep an updated knowledge base of troubleshooting procedures and solutions.

• Remain informed about product updates, features, and best practices.

• Engage in regular training sessions.

• Record issues and their resolutions using Salesforce or other CRM tools.

⛳️ Requirements

• High school diploma is mandatory.

• Post-secondary education in networking, computer science, or a related field is advantageous.

• Previous experience in a technical support or call center environment is preferred.

• Familiarity with support ticketing systems such as Salesforce is beneficial.

• Proficient in Microsoft Office, including Word, Excel, and Outlook.

• Strong technical skills and troubleshooting capabilities.

• Excellent communication skills with the ability to maintain composure under pressure.

• Capacity to work both independently and collaboratively within a team.

• Strong attention to detail and effective time management skills.

• Proficiency in English, both written and spoken, is required.

• Knowledge of French and/or Spanish is preferred.

• A reliable internet connection and dedicated workspace are necessary for remote work.

🏝️ Benefits

• Opportunity to work remotely.

• Regular training sessions provided.

• Support for dedicated workspace requirements implied by the remote work setup.