Support.com. (NASDAQ: SPRT) provides online technology services to consumers and small businesses. Using an innovative model that combines a cloud-based technology platform with a fully distributed workforce, support.com provides an award-winning customer experience that enables people to realize the promise of technology. support.com is defining a new category of technology-enabled services and growing rapidly each year.
Support.com is seeking self-motivated individuals for supporting customers in the areas of PC and consumer technologies. If you find yourself helping friends and family to install, troubleshoot, and resolve their technical problems, then consider this opportunity! You will be able to apply the knowledge and experience you have gained in customer service, consumer products such as MP3 Players, PDAs, PC applications, and home networking.
What do you need to qualify for this Work From Home opportunity?
- Your PC with minimum 3 GHz processor and 1 GB RAM with 1280x1024 minimum resolution. Minimum OS of Windows XP SP2 with latest security patches applied. Recommend 17” flat screen monitor or greater.
- Broadband connection (1 MB down / 384 kbps up)
- Meet the requirements of the job description below
Responsibilities:• Answer calls and greet customer or partner sales representative
• Review ticket in customer service tracking application
• Determine scope of issue
• Confirm customer agreement to pricing and conditions of service
• Manage credit card processing
• Handle requests for refunds per company policies
• Follow through on warranty requests or open issues
• Perform analysis on customer’s PC and make product or service recommendations
• Encourage completion of customer survey
• Close the incident within recommended service times
• Supply best in class support to direct consumers on all technology support needs
• Use company provided tools to troubleshoot and solve customer technology problems
• Properly document all support calls
• Maintain high level of customer satisfaction with focus on first call resolution
• Adhere to quality standards set by company
• Provide feedback on tool, process, and business improvements
• Represent company in a professional and ethical manner
Skills: • Very good written and oral communication skills, second language a plus
• Can communicate technical concepts clearly to customer’s level of understanding
• Very good customer interaction skills
• Very good organizational and multitasking skills
• Ability to problem solve and resolve problems creatively
• Review SOPs and provide feedback and ideas
• Ability to type 30 to 40 words per minute
Qualifications:
- Minimum of 1 to 2 years of related experience.
- Job roles in customer service dealing with consumers
- Hardware / Software technical support
- Troubleshooting Windows XP platform to registry level
- Home networks (wire and wireless) using multiple network technologies such as switches, routers, printer, etc...
- Networking technologies TCP/IP, DNS, Firewalls
- Internet connectivity using cable, DSL, satellite, dial-up
- Consumer/business peripherals – printers, scanners, fax, MP3 players, digital cameras, cellphones, PDAs
- Internet security in areas of virus and spyware
- Courses in technology related fields and customer service. MSDST, A+, HDI Support Center Analyst or other relevant certification a plus.
Working for Support.com:
- $13.50 per hour!
- Overtime and Shift Premiums Available!
- 100% Work From Home!
- Medical, Dental, Vision benefits that start your first day!
- 401K plan!
- All shifts available!
- Paid Time Off!
- 2 Week Paid Best in Class Training!
- Promotional Opportunities!
- Stable, Public Company!