IT Support Associate

Compass Experience Labs LLC; United States; Remote; USD 40,000 - 80,000; Full time

Job summary

An innovative firm is seeking a dedicated IT support agent to enhance customer experiences in a fully remote role. This position involves providing technical support for store devices, troubleshooting network issues, and documenting resolutions. Ideal candidates will possess strong technical skills, particularly in hardware and networking, and have a compassionate nature for assisting customers. Join a positive and inclusive work culture that values your contributions and offers comprehensive training on products and services.

Benefits

Comprehensive training

Positive work culture

Remote work environment

Diversity and inclusivity

Qualifications

• 1-2 years of IT experience within BPO setting required.
• Strong technical proficiency in hardware and networking essential.

Responsibilities

• Act as primary contact for U.S. employees, providing technical support.
• Perform remote troubleshooting through diagnostic techniques.

Skills

IT experience

Technical proficiency in hardware

Network troubleshooting

Exceptional English communication skills

Tools

Prisma

Fusion

PuTTY

Switch

IP Calculator

CMC

ALOHA

Job description

Career Opportunities with Compass Experience Labs

A great place to work.

Careers At Compass Experience Labs

Current job opportunities are posted here as they become available.

We partner with brands to power growth through exceptional customer experience. Our founders were trailblazers in the eComm industry. When they couldn’t find a customer service partner that was as innovative as they were, they built it. Many companies view their customer care as a cost center, but we believe it can be so much more! If you delight the customer, listen to their feedback, and use their insights to gather data about products and offerings, customer care can have a strategic role in growing a business.

• Act as the primary point of contact for U.S.-based employees of a Quick Service Mexican Grill, providing technical support for store devices (POS systems, hardware, printers, scanners), network troubleshooting, and all company systems.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Documents incidents and resolutions and provides updates to the knowledge base where applicable

Qualification

• 1-2 years of IT experience within BPO setting
• Strong technical proficiency in hardware and networking
• Good understanding of security best practices in a regulated business.
• Experience with network troubleshooting tools such as Prisma, Fusion, New Era, PuTTY, Switch, IP Calculator, CMC, etc is highly preferred
• Experience in POS troubleshooting is an edge, ALOHA experience is a plus
• Exceptional English communication skills (written and spoken)
• A licensed Windows computer with a serial number is the only computer we will accept for this position. We do not allow customized or jailbroken homemade devices.
• Applicants must have strong wired internet connection to support systems and possess a Windows Computer with a working webcam.
• All agents must have a working camera to be used during training sessions and 1:1 conversation.
• Agents must have a working headset with a microphone, speakers are not permitted for us while on calls.
• Agents must be willing to have Crowdstrike be installed in their personal computer/laptop
• All agents will be required to install third-party software in order to run the screen capture module:
  • Screen Capture Module l Microsoft Windows Installer 2.0 or later. l Microsoft Visual C++ 2019 Redistributable 32-bit. l Microsoft .NET Framework 4.6.2or 4.7.x
• All agents will be required to download DUO Mobile on their mobile phones for multi-factor authentication.
• Download speed must be at least 25 MBPS with latency (RTT) of <200ms.
• Processor: Intel Core i5 with 500 GB HDD / AMD Ryzen 5
• RAM: 16 GB
• A fully remote work environment
• This is currently a contract position, offering competitive wages
• Comprehensive training on our products and services.
• A positive and growing work culture that values diversity and inclusivity.

If you possess a compassionate nature, thrive in a customer-centric role, and have a passion for assisting others, we encourage you to apply.