REMOTE Tier 1 Customer Support

TEKsystems; Charlotte (NC); Remote; Full time

Job summary

TEKsystems is seeking a Tier 1 Agent to provide customer support by handling inbound calls related to login issues and technical problems. This fully remote position requires strong troubleshooting skills and offers a pay rate of $17.00 per hour along with various benefits. Ideal for entry-level candidates looking to start a career in customer service and technical support.

Benefits

Medical insurance

Dental insurance

Vision insurance

401(k)

Life insurance

Disability insurance

PTO

Qualifications

• Entry level position requiring customer service and troubleshooting skills.
• Experience with remote troubleshooting tools and Google Apps preferred.

Responsibilities

• Handle inbound calls supporting families with login issues.
• Assist with complaints, remote access, and website problems.

Skills

Customer service

Troubleshooting

Technical support

Windows

Desktop support

Remote support

Software support

Hardware troubleshooting

Active Directory

Google Apps

Job description

Description

1. Role Overview: Tier 1 Agent will handle inbound calls supporting families with login issues and provide customer support to resolve various issues. The role involves managing approximately 30-50 inbound calls daily.
2. Responsibilities: Respond to inquiries about the company's products or services, handle complaints, assist with remote computer access, login issues, website problems, and platform navigation. The CSR interacts via inbound calls, LiveChat, and emails from families, students, and occasionally teachers.
3. Skills and Qualifications:

• Customer service, troubleshooting, Windows, desktop support, technical support, password resets, service desk, remote support, software support.
• Strong hardware troubleshooting skills, especially with HP laptops.
• Knowledge of Active Directory, home and domain network troubleshooting, printer/scanner management, internet/browser issues, basic reimaging of PCs, and familiarity with Apple computers is a plus.
• Experience with remote troubleshooting tools like Bomgar/BeyondTrust.
• Proficiency with Google Apps (Drive, Voice, Hangouts/Meet, Gmail) and Zoom, with preferred experience in educational settings.
• Ability to work remotely in a quiet environment with high-speed internet.

Experience Level: Entry Level

Pay and Benefits: $17.00 per hour. Benefits include medical, dental, vision, critical illness, accident, hospital coverage, 401(k), life insurance, disability, HSA, transportation benefits, EAP, and PTO. Eligibility may vary based on employment status.

Workplace: Fully remote.

Application Deadline: May 24, 2025.

About TEKsystems: A leading provider of business and technology services, working with over 6,000 customers globally. Committed to diversity and inclusion.