REMOTE Tier 1 Customer Support

TEKsystems; Buffalo (NY); Remote; Full time

Job summary

A leading provider of business and technology services is seeking an Entry Level Customer Service Representative. This fully remote position involves assisting families with login issues and providing technical support. Candidates should have strong customer service skills and experience with troubleshooting various technical issues. Benefits include medical, dental, vision, and more, subject to eligibility.

Benefits

Medical benefits

Dental benefits

Vision benefits

401(k)

Life insurance

Disability benefits

HSA

Transportation benefits

EAP

PTO

Qualifications

• Entry level position requiring strong customer service and troubleshooting skills.
• Experience with remote troubleshooting tools and basic computer reimaging.

Responsibilities

• Handle 30-50 inbound calls daily for customer support.
• Assist families with login issues and product inquiries.
• Manage LiveChat and emails from families and students.

Skills

Customer service

Troubleshooting

Technical support

Remote support

Service desk operations

Software support

Job description

Description

1. Tier 1 Agent will handle inbound calls supporting families with login issues and provide customer support to resolve these issues.
2. Handle approximately 30-50 inbound calls daily.
3. The Customer Service Representative (CSR) is part of the Family Tech Support Contact Center, responsible for responding to inquiries about the company's products or services, including complaints, remote computer access, login assistance, website issues, and platform navigation.
4. The Associate Customer Service Representative manages inbound calls, LiveChat, and emails from families, students, and occasionally teachers working with students.
5. Must be trained and proficient in responding to inquiries across various programs.

Skills

• Customer service
• Troubleshooting
• Windows & Desktop support
• Technical support
• Password reset
• Service desk operations
• Remote support
• Software support

Additional Skills & Qualifications

• Strong knowledge/experience with hardware troubleshooting, primarily HP laptops, including performance, microphone/camera issues, peripherals.
• Strong knowledge/experience with Active Directory, including password resets.
• Experience with home and domain environment network troubleshooting, including adding computers to domains and managing printers/scanning folders.
• Knowledge of internet/browser troubleshooting.
• Basic experience with reimaging computers (PC); knowledge of Apple computers is a plus.
• Experience with remote troubleshooting tools like Bomgar/BeyondTrust.
• Proficiency with Google Apps (Drive, Voice, Hangouts/Meet, Gmail).
• Knowledge of Zoom; experience with classroom troubleshooting preferred.
• Experience working remotely, with a quiet workspace and high-speed internet.

Experience Level

Entry Level

Pay and Benefits

The hourly pay is $17.00. Benefits may include medical, dental, vision, 401(k), life insurance, disability, HSA, transportation benefits, EAP, PTO, and more, subject to eligibility and plan specifics.

Workplace Type

Fully remote position.

Application Deadline

May 24, 2025.

About TEKsystems

TEKsystems is a leading provider of business and technology services, working with over 6,000 customers including 80% of the Fortune 500. We focus on strategy, design, execution, and operations to unlock business value. We are committed to building tomorrow by delivering outcomes and making positive impacts globally. TEKsystems and TEKsystems Global Services are part of Allegis Group.

The company is an equal opportunity employer, considering all applications without discrimination based on race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, or genetic information.