Technical Support Representative - Remote

Job Description

SquareTrade is looking to hire Remote Technical Support Representatives to join our Wifi team! If you enjoy helping customers get connected to their Smart Home devices, resolving computer and technical issues, and have tech support experience, we may be a great fit for you! We’re looking for tech-savvy individuals with world-class customer service skills who want to expand their technical skillset and grow with a fast-paced team.

Technical Support Representatives will also have opportunities to provide, via phone and/or remote-desktop, technical and network problem resolution to customers by performing a question diagnosis while guiding customers through step-by-step solutions. Solutions include, but are not limited to basic device support, assisting with navigating around application menus, verifying proper hardware and software set up, power cycling devices, troubleshooting account issues, connectivity issues, networking issues, providing adequate resolution, or escalating issues to further tiers or manufacturers. The focus of this specialized, technically-oriented position is on meeting and exceeding high standards of accuracy and quality based on established systems, technologies, and guidelines.

• Interact with customers via inbound/outbound calls, chat, and e-mail to provide end-user support for Internet of Things (IoT) connected devices: appliances, cameras, locks, hubs, etc., as well as Windows and Mac operating systems and applications, peripheral devices, and home networking.
• Convey interest in each customer through courtesy, attentive listening, and a friendly and caring voice image - strong customer service abilities are highly desirable!
• Gather customer’s information and determine their need/issue by evaluating and analyzing the symptoms
• Research required information using all available resources
• Follow standard processes, procedures, and established workflows
• Follow up and make scheduled callbacks to customers where necessary
• Stay current with system information, changes, and updates

Qualifications

• You have a High School Diploma or equivalent
• Minimum 1 year of computer technical support or related experience required; previous call center experience desirable

• A nationally recognized certification or degree in the technology field such as CompTia/A+, Microsoft, etc, or willingness to certify within 12 months of employment
• Bilingual fluency in both English and Spanish is preferred but not required
• Qualified candidates will exhibit strong communication skills for remote support using connectivity tools as well as voice, chat, and email support
• Must have a strong working knowledge of software and Windows/Mac operating systems and can provide general usage instructions to customers
• Knowledge of IoT hubs, sensors, devices, and networking is desired but not mandatory
• Knowledge of IoT network protocols such as Z-Wave, Zigbee, WiFi, and Bluetooth is a plus
• Ability to communicate technical issues in a manner that non-technical customers can understand
• Take ownership for problems and follow through to resolution, escalating as necessary
• Ability to multitask and handle multiple customers from different clients simultaneously
• Ability to absorb product information and seamlessly apply procedural changes and updates
• Must meet all performance requirements, receive coaching and apply feedback
• Ability to perform the following over a period of up to 10 hours:
  • Speak with and interact with customers over the phone
  • Type on a keyboard and use a computer mouse
  • Navigate multiple applications/systems simultaneously
  • Maintain a sedentary role at a desk/standing desk
  • Visual acuity and can utilize a computer monitor with multiple windows
  • Ability to be flexible with schedule
  • Highly motivated and independent, with a desire to learn!

• High Speed Internet access
• Quiet and private workspace
• Landline telephone service may be necessary based upon quality and/or latency concerns
• Individuals currently using VOIP (e.g. Bright house, Vonage, Magic Jack) as a service provider cannot be considered due to system incompatibility

Additional Information

• Not feeling stuck! This team has exposure to many different parts of the business, making transitioning easywe work on developing careers based on what people enjoy!
• Competitive salaries, Benefits (Medical, Dental, Vision), PTO, 401k matching
• Respect for your work-life balance
• A paid volunteer day to give back to the community

The Team:http://www.squaretrade.com/leadershipSquareTrade is an Equal Opportunity Employer

The candidate(s) offered this position will be required to submit to a background check, which includes a drug screen.