Remote Tech Support Specialist (Phone & Chat)

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

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.