Remote Services Technician at Boulder

Support.com. (NASDAQ: SPRT) provides online technology services to consumers and small businesses. We provide a world class customer experience by using an innovative model that combines a cloud-based technology platform with a fully distributed workforce.Support.com is defining a new category of technology-enabled services and growing rapidly each year!

As a member of this best-in-class technology services team you will:

Answer calls and greet customers

Review ticket in customer service tracking application

Determine scope of issue

Confirm customer agreement to conditions of service

Manage credit card processing if necessary

Follow through on warranty requests or open issues

Encourage completion of customer survey

Close the incident within recommended service times

Properly document all support calls

Adhere to quality standards set by company

Represent company in a professional and ethical manner

Maintain high level of customer satisfaction with focus on first call resolution

Skills:

Excellent written and oral communication skills

Ability to interpret a flow chart to deliver a work process

Ability to learn new technical concepts quickly

Communicate technical directions over the phone to inexperienced computer users

Excellent customer interaction skills

Strong organizational and multitasking skills

Ability to problem-solve

Ability to follow written instructions

Type 30 to 40 words per minute

Responsibilities:

Home network setup and repair including:

Wireless configuration for all operating systems including Windows, iOS, OSx, and Android

Windows network configurations on XP, Vista, and 7

Router configuration

Peripherals set up:

Game consoles

iPads and other tablets

Printer and/or folder sharing

Wireless printers

Qualifications:

Minimum of 1 year experience setting up home networks (or equivalent technical training)

1 year of related experience in a customer service environment

Understanding of wired and wireless home networks using multiple network technologies such as cable modems, routers, printers, etc.( DNS, DHCP, WAN, LAN, TCP/IP, Port Forwarding)

Successfully pass our technical test and complete our interview process

Equipment Requirements:

Minimum 3 GHz processor and 4 GB RAM with 1280x1024 minimum resolution

Minimum OS of Windows XP SP3, .net4 with security patches applied

Dual monitors: 17" screen or greater recommended

Broadband connection (1.5MB down /512 kbps up)

Anti-Virus Software


Country: USA, State: Colorado, City: Boulder, Company: Support.com.