Tier 1 Tech Support Technician, Overnight

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

📋 Description

• Deliver vital Tier 1 support to customers in a courteous and professional manner.

• Handle inbound tech support calls and make outbound calls to customers as necessary.

• Effectively troubleshoot, investigate, and resolve issues related to customers’ peripherals.

• Maintain comprehensive records of all tasks performed on customers’ peripherals.

• Oversee and manage the ticketing queue to ensure all customer support requests are addressed promptly, thoroughly, and efficiently.

• Achieve and maintain a 90% quality assurance (QA) rating.

• Participate in various ongoing and short-term projects as directed by management.

• Work collaboratively with the Contact Center team to provide technical assistance to partners’ customers.

⛳️ Requirements

• High school diploma or an equivalent qualification.

• Exceptional verbal and written communication skills, with proficiency in English.

• Strong understanding of computer systems and networks, with the ability to diagnose and resolve hardware and network-related issues.

• Capable of managing time effectively and prioritizing multiple projects simultaneously.

• Eager to tackle complex problems and ensure project completion.

• A minimum of 1 year of experience in a technical support position (preferred).

• At least 1 year of experience in a contact center environment handling a high volume of calls (preferred).

• Ability to sit for extended periods and use a computer keyboard and/or mouse while viewing a computer screen.

• Regularly requires manual dexterity, visual acuity, verbal communication, and auditory skills.

🏝️ Benefits

• Competitive salary plus performance-based bonuses.

• Comprehensive benefits package including medical, dental, vision, and 401(k).

• Generous paid time off (PTO) and travel support.

• Continuous professional development and educational opportunities.