Customer Support Specialist

Harvey Nash; United States; Remote; USD 25,000 - 36,000; Full time

Job summary

Harvey Nash is seeking a remote, one-year contract Technical Support Specialist to join our US-wide team. You will provide phone, chat and email support, troubleshoot Windows hardware/software, and guide customers through installations while logging incidents per SLA.

You will educate customers, escalate and validate defects, and assist Development with testing. A high school diploma and at least 1 year in a tech support call center are required.

Qualifications

• High school diploma.
• 1 year of experience in a call center environment offering technical phone and chat support.
• Experience in a customer support environment, preferably in a high-tech setting.
• Excellent communication skills, both written and verbal.
• Ability to systematically and effectively troubleshoot problems while ensuring customer satisfaction within stated service level goals.
• Ability to work in a fast-paced environment.
• Ability to listen effectively and understands the details of a customer’s issue.
• Other responsibilities assigned by supervisor or manager.

Responsibilities

• Provides technical support via telephone, email and chat.
• Educates customers on the use of client products.
• Champions' Customer issues from feedback stage through delivery of solution.
• Accurately records and maintains incidents in accordance with department standards.
• Assists Development and Implementation staff in resolving product issues.
• Validates and reports customer submitted defect/design issues.
• Assists in testing new and enhanced products.
• Participates in department team meetings.
• Completes all responsibilities as outlined on annual Performance Plan.
• Completes all special projects and other duties as assigned.
• Must be able to perform duties with or without reasonable accommodation.

Skills

Phone support

Chat support

Windows troubleshooting

Hardware installation

Software installation

Troubleshooting

Communication skills

Education

High school diploma

Job description

Job type: Contract (One year to long term)

Location: Remote (anywhere in US)

(US citizens and Green Card Holders and those authorized to work in the US are encouraged to apply. We are unable to sponsor H1b candidates at this time.)

Must have:

• 1.Phone and Chat support experience.
• 2.Windows troubleshooting experience
• 3.Hardware /Software installation/troubleshooting experience.

Provides accurate and timely technical support. customers via telephone, email and chat. Addresses incidents within predetermined service levels, requiring the ability to multi-task and prioritize. Insures that needs of customers are met. Champions' customer concerns regarding possible product defects/design issues. Carries out projects as assigned and supports other team members in order to represent client. in a professional manner.

Primary Responsibilities:

• Provides technical support via telephone, email and chat.
• Educates customers on the use of client products.
• Champions' Customer issues from feedback stage through delivery of solution.
• Accurately records and maintains incidents in accordance with department standards.
• Assists Development and Implementation staff in resolving product issues.
• Validates and reports customer submitted defect/design issues.
• Assists in testing new and enhanced products.
• Participates in department team meetings.
• Completes all responsibilities as outlined on annual Performance Plan.
• Completes all special projects and other duties as assigned.
• Must be able to perform duties with or without reasonable accommodation.

Qualifications:

• 1. High school diploma.
• 2. 1 year of experience in a call center environment offering technical phone and chat support.
• 3. Experience in a customer support environment, preferably in a high-tech setting.
• 4. Excellent communication skills, both written and verbal.
• 5. Ability to systematically and effectively troubleshoot problems while ensuring customer satisfaction within stated service level goals.
• 7. Ability to work in a fast-paced environment.
• 8. Ability to listen effectively and understands the details of a customer’s issue.
• 9. Other responsibilities assigned by supervisor or manager.

This job description does not list all the duties of the job. You may be asked by management to perform other duties. You will be evaluated in part based upon your performance of the tasks listed in this job description.

A stable, high-speed internet connection is required for remote work. You are expected to provide internet service that meets the needs of the job with minimal downtime. We recommend a minimum of 100Mbps down and 40 Mbps up. Other factors such as latency, jitter or packet loss may also impact stability. Internet outages will impact your ability to work and unresolved or persistent issues can impact your employment status

Management has the right to revise this job description at any time.

A reasonable, good faith estimate of the minimum and maximum hourly rate on W2 for this position is $22 with limited benefits.