Remote Tech Support Specialist - Fast First-Call Resolution

Teleperformance USA; Albuquerque (NM); Remote; USD 38,000 - 60,000; Full time

Benefits offered by this job

Health benefits

401(k) plan

Employee discounts

Job summary

Teleperformance USA is seeking a Technology Technical Support Specialist to serve as a primary contact for clients, handling inbound and outbound communications with professionalism. The role uses web-based tools to resolve inquiries, ensuring a seamless customer experience in a high-velocity environment.

Responsibilities include frontline technical assistance for consumers, troubleshooting connectivity issues, and adhering to TP policies.

Qualifications

• High school diploma or equivalent required.
• Comfort with a desktop computer system and standard software.
• Strong written and verbal communication abilities.
• Familiar with personal computers, operating systems, and software terminology.
• Ability to work independently and multi-task in a fast-paced environment.

Responsibilities

• Provide front line, first level technical assistance for consumers.
• Support client-specific high-speed internet services to deliver an exceptional customer experience.
• Resolve technical problems in a fast-paced, customer-facing environment.
• Troubleshoot and resolve issues with client services and device-specific problems, including connectivity.
• Assist customers with troubleshooting, triage, and required resolution techniques.
• Deliver in-scope support for internet service and connectivity issues related to OS, PC, and browser configuration.
• Demonstrate advanced product knowledge and the ability to solve customer issues.
• Strive to resolve customer issues on the first call whenever possible.
• Open and manage trouble tickets for user issues, data networks, OS issues.
• Maintain a patient, courteous, and friendly demeanor with customers.
• Demonstrate a positive attitude and adhere to TP policies and schedules.

Skills

Communication

Problem solving

Multitasking

Technical support

Customer service

Education

HS Diploma or equivalent

Job description

Teleperformance USA is seeking a Technology Technical Support Specialist to serve as a primary contact for clients, handling inbound and outbound communications with professionalism. The role uses web-based tools to resolve inquiries, ensuring a seamless customer experience in a high-velocity environment.

Responsibilities include frontline technical assistance for consumers, troubleshooting connectivity issues, and adhering to TP policies.