Customer Support Technician - Remote

Overview

The Customer Support Technician role involves delivering excellent customer service and support to end-users, troubleshooting technical issues, and collaborating with internal teams to enhance service quality.

In Short

• Deliver customer service and support via email, phone, or live web session.
• Process customer inquiries and provide information about products and services.
• Document issues and solutions in a case management system.
• Collaborate with various teams for knowledge sharing.
• Stay updated with system information and software changes.
• Potential for overtime work on an on-call rotation.
• Adhere to company policies and procedures.
• Gather and analyze customer information for troubleshooting.
• Follow up with customers as necessary.
• Other duties as assigned.

Requirements

• Associate Degree required; Bachelor’s Degree preferred in a related field.
• Minimum 3 years of experience in technical support.
• CompTIA A+ Certification is a plus.
• Proficiency in Salesforce ticketing system.
• Strong problem-solving and communication skills.
• Knowledge of PC and network technologies.
• Experience with SMA Technologies’ product - VisualCron is preferred.

Benefits

• Work from home.
• Medical, Dental Coverage, and Life insurance from day 1.
• Paid Vacation and Sick Leave with Quarterly Sick Leave Conversion.
• Competitive salary package and annual appraisal.
• Financial Assistance Program.
• Mandatory Government Benefits and 13th Month Pay.
• Regular Company Events and Career growth opportunities.