Remote Tier 1 Customer Support

TEKsystems; Hoboken (NJ); Remote; Full time

Job summary

A leading company is seeking a Customer Service Representative to provide support for families experiencing login issues. This fully remote entry-level position involves handling inbound calls and assisting with technical inquiries regarding their products and services. The ideal candidate will have strong customer service skills and troubleshooting experience, particularly with Windows and Google Apps. The role offers a competitive pay rate of $17.00/hour and various benefits including medical and retirement plans.

Benefits

Medical insurance

Dental insurance

Vision insurance

Retirement plans

Life insurance

Disability coverage

HSA

Transportation benefits

PTO

Qualifications

• Proficiency with hardware troubleshooting, especially HP laptops.
• Experience with adding computers to domains and managing printers.

Responsibilities

• Respond to inquiries across multiple programs with training and proficiency.
• Assist customers with technical issues, including login problems and hardware troubleshooting.

Skills

Customer service

Troubleshooting

Windows

Desktop support

Remote support

Software support

Education

Entry level position

Tools

Google Apps

Zoom

Active Directory

Bomgar/BeyondTrust

Job description

Will take inbound calls supporting families w/ login issues and provide customer support as needed to resolve any issues.

Will handle roughly 30-50 inbound calls a day.

Role Overview

The Customer Service Representative (CSR) is a member of the Family Tech support Contact Center. The CSR is responsible for responding to a high volume of inquiries about the company’s products or services, complaints, remote access to computers, helping with logins, website issues, and navigating their platforms. The Associate Customer Service Representative takes inbound calls, LiveChat, and/or emails from families, students, and occasional calls from teachers working with students.

Responsibilities

1. Respond to inquiries across multiple programs with training and proficiency.
2. Assist customers with technical issues, including login problems, hardware troubleshooting, and network issues.
3. Utilize remote troubleshooting tools such as Bomgar/BeyondTrust.
4. Support the use of Google Apps, Zoom, and other collaboration tools.
5. Maintain high-quality customer service standards.

Skills & Qualifications

• Customer service, troubleshooting, Windows, desktop support, password reset, service desk, remote support, software support.
• Proficiency with hardware troubleshooting, especially HP laptops.
• Knowledge of Active Directory and network troubleshooting (home and domain).
• Experience with adding computers to domains, managing printers, and browser troubleshooting.
• Basic reimaging skills for PCs; familiarity with Apple computers is a plus.
• Remote troubleshooting experience.
• Knowledge of Google Apps (Drive, Voice, Hangouts/Meet, Gmail) and Zoom.
• Experience working remotely; must have a quiet workspace and high-speed internet.

Additional Details

• Entry level position.
• Pay rate: $17.00/hour.
• Fully remote position.
• Application deadline: May 30, 2025.

Benefits

• Medical, dental, vision, and other insurance options.
• Retirement plans, life insurance, disability coverage, HSA, transportation benefits, and PTO.

About TEKsystems

TEKsystems is a leading provider of business and technology services, working with a diverse range of clients globally. We are committed to diversity and inclusion and are an equal opportunity employer.