Remote Technical Support Agent II

Retail Imaging; Vancouver (WA); Remote; USD 42,000 - 62,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

Company retirement plan with company-m

Job summary

Retail Imaging is seeking a full-time remote Technical Support Associate to help customers with password issues, printer settings, software configurations, and connectivity. The role emphasizes dependable communication, careful handling of sensitive information, and ownership of accurate, high-quality support.

You will document interactions in the ticketing system, respond within SLAs, and collaborate with teammates to resolve issues.

Qualifications

• High school diploma or GED is required.
• At least 1 year of technical support experience in a call center or busy help desk environment.
• Familiarity with ticketing systems used to track and manage customer issues.
• Clear verbal and written communication and strong customer service skills.
• Ability to navigate multiple systems while assisting customers.
• Diligence: provide accurate support and document work carefully.
• Accountability: own customer issues and performance, use feedback to improve.
• Agility: adapt to changing priorities and learn new systems.
• Reliable attendance and a quiet workspace for customer calls.

Responsibilities

• Answer inbound calls, assess customer needs, and troubleshoot password issues, printer TCP/IP settings, software configurations and connectivity.
• Document interactions, troubleshooting steps, and resolutions in the designated ticketing system promptly and accurately.
• Monitor and follow up on open tickets to meet SLAs.
• Coordinate with teammates and make outbound calls to move issues toward resolution.
• Protect sensitive customer information and follow company security procedures.

Skills

Customer service

Communication skills

Problem-solving

Adaptability

Accountability

Attention to detail

Reliability

Education

High school diploma or GED

Tools

Ticketing systems

Job description

Retail Imaging is seeking a full-time remote Technical Support Associate to help customers with password issues, printer settings, software configurations, and connectivity. The role emphasizes dependable communication, careful handling of sensitive information, and ownership of accurate, high-quality support.

You will document interactions in the ticketing system, respond within SLAs, and collaborate with teammates to resolve issues.