REMOTE Tier 1 Customer Support

TEKsystems; New York, Buffalo (NY, ND); Remote; Full time

Job summary

A leading provider of business and technology services is seeking a Tier 1 Agent for their Family Tech Support Contact Center. The role involves providing customer support for login issues and technical inquiries, handling a high volume of inbound calls daily. This fully remote position offers competitive pay and a range of benefits, including medical insurance and a 401(k) plan. Ideal candidates will have strong troubleshooting skills and experience in customer service.

Benefits

Medical, dental, and vision insurance

401(k) retirement plans

Paid time off (PTO, vacation, sick leave)

Qualifications

• Entry level position requiring strong troubleshooting skills.
• Experience with hardware and software support in a remote environment.

Responsibilities

• Handle 30-50 inbound calls daily for customer support.
• Assist families with login issues and technical inquiries.

Skills

Customer service

Troubleshooting

Technical support

Remote support

Software support

Tools

Active Directory

Google Apps

Zoom

Job description

Description

1. Tier 1 Agent will take inbound calls supporting families with login issues and provide customer support to resolve any issues.
2. Handle roughly 30-50 inbound calls a day.
3. The Customer Service Representative (CSR) is part of the Family Tech Support Contact Center, responsible for responding to inquiries about products or services, complaints, remote access, login issues, website problems, and platform navigation. The CSR takes inbound calls, LiveChat, and emails from families, students, and occasionally teachers.
4. Trained and proficient in responding to inquiries across various programs.

Skills

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

Additional Skills & Qualifications

• Strong knowledge/experience with hardware troubleshooting, primarily HP laptops, including performance issues, microphone/camera settings, peripherals (mouse, keyboard, monitors)
• Strong knowledge/experience with Active Directory, including password resets
• Experience with 'Home' and 'Domain Environment' network troubleshooting
• Adding computers to a domain, managing printers/scanning folders
• Internet/Browser troubleshooting
• Basic reimaging of 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, with preference for experience in educational settings
• Experience working remotely, with a quiet workspace and high-speed internet

Experience Level

Entry Level

Pay and Benefits

The pay range is $17.00/hr. Eligibility for benefits depends on employment status and company policies, including:

• Medical, dental, and vision insurance
• Critical illness, accident, and hospital coverage
• 401(k) retirement plans
• Life insurance
• Disability coverage
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Paid time off (PTO, vacation, sick leave)

Workplace Type

Fully remote position.

Application Deadline

May 24, 2025.

About TEKsystems and TEKsystems Global Services

We are a leading provider of business and technology services, helping accelerate business transformation. With over 80,000 employees and working with more than 6,000 customers globally, we leverage our expertise to deliver strategic, design, and operational solutions. We are committed to diversity and equal opportunity employment.