Senior Technical Support Advisor

Anthology; United States; Remote; Full time

Job summary

A leading company is seeking a Senior Customer Service Advisor for Technical Support. This remote role involves assisting customers with account issues and providing exceptional service. Candidates should have experience in technical support within a virtual contact center. Responsibilities include answering inquiries, resolving issues, and documenting interactions. Ideal candidates will possess strong communication skills and a customer-focused mindset, with expertise in supporting both Mac and Windows products. Full-time position with competitive pay and benefits.

Qualifications

• Expertise in supporting MacBook and Windows products.
• Availability 7 days/week; schedules vary.

Responsibilities

• Answering customer inquiries via phone, chat, and other methods.
• Resolving customer service issues in a timely manner.
• Documenting information into web-based ticketing systems.

Skills

Customer-focused mindset

Problem-solving skills

Excellent written and oral communication skills

Computer/Internet savvy

Education

High School Diploma or equivalent

Degree in computer science or related field

Tools

Windows 10

Microsoft Office

Amazon Web Services (AWS)

Job description

Senior Customer Service Advisor – Technical Support

Location: Remote – US

Pay rate: $15 an hour. Full-time with Benefits. Work From Home.

We use national and industry-specific survey data to assist in determining compensation. Additionally, we consider factors such as external market rate, budget for the role, and the compensation rates of current employees performing the same function. Some roles will have variable pay.

We are hiring technical support positions for a new program in our virtual contact center network. In this role, you will help customers with their account issues and provide exceptional service. Successful candidates should have experience working in a technical support role in a virtual contact center environment.

The Opportunity:

Position responsibilities:

1. Answering customer inquiries via phone, chat, and other electronic methods
2. Responding to customer requests for product information and assistance
3. Resolving customer service issues in a timely and professional manner
4. Utilizing computer technology to handle a high volume of calls
5. Working closely with team leads, supervisors, and contact center managers to ensure customer satisfaction
6. Adhering to call scripts and call center policies
7. Managing customer interactions using provided Amazon Web Services (AWS) tools

Primary responsibilities include:

1. Being a people person who enjoys assisting others and takes pride in providing quality service
2. Using strong people skills to build genuine connections with customers in a friendly and professional manner
3. Listening attentively to customer needs and demonstrating empathy while resolving product, service, and technical issues
4. Navigating multiple applications and researching solutions with ease; troubleshooting medium to complex technical issues, aiming for one-call resolution
5. Providing support through phone calls, chats, email, and web tickets
6. Working in a structured environment for full-time schedules, handling high-volume calls
7. Documenting information into web-based ticketing systems
8. Projecting a positive image of the company to promote its objectives and enhance client relationships
9. Handling multiple tasks simultaneously and escalating issues promptly

The Candidate:

Required skills:

1. Computer/Internet savvy, comfortable operating multiple applications
2. Strong technical acumen and problem-solving skills
3. Customer-focused mindset
4. Ability to work independently in a team environment
5. Excellent written and oral communication skills, with strong customer service and interpersonal skills
6. Availability 7 days/week; schedules vary and will be discussed during the interview
7. Expertise in supporting MacBook, MacBook Air, MacBook Pro products
8. Expertise in supporting Windows 10 and Microsoft Office products
9. Proven track record of achieving performance goals
10. At least 18 years old
11. High School Diploma or equivalent
12. Ability to handle inbound voice calls in a high-volume environment
13. Full professional proficiency in written and spoken English (CEF C1 level or above)
14. Reside within an approved state*

Preferred skills:

1. Stable employment history, with at least one year at most recent employer
2. Apple Certified MAC Technician (ACMT) Certification
3. Experience in education industry and e-learning technologies
4. Relevant technical certifications
5. Degree in computer science or related field (Associates or higher)
6. Candidates able to provide their own equipment are preferred but not required

Personal Equipment Requirements:

Operating System:

• Windows 10 (various editions), 64-bit, latest updates

Processor:

• 64-bit processor, 1.5 GHz or faster, minimum 4 cores

Memory:

• At least 8GB RAM

Network protocols:

• IPv4, stable network connection

Internet Requirements:

• High-speed internet (Cable, Fiber, DSL)
• Wi-Fi permitted but wired connection recommended for stability
• Minimum 30 Mbps download, 15 Mbps upload, 100ms ping or less

This job description is not exhaustive; management may assign additional duties as needed. Additional minimum requirements may apply during the application process.

Anthology is an equal opportunity employer, considering qualified applicants without regard to race, gender, age, or other protected statuses.