Tech Support Agent

Nomad Internet; United States; Remote; USD 44,000 - 60,000; Full time

Benefits offered by this job

Competitive salary

Performance bonuses

Career advancement opportunities

Job summary

Nomad Internet is seeking an Online Tech Support Operator to provide real-time assistance via web chat and live calls. You will troubleshoot issues, answer product questions, and ensure high customer satisfaction across the support channels.

The role requires multitasking across chat windows and calls, with focus on accurate documentation in the CRM and escalating unresolved issues when needed. Flexibility for shifts, including weekends, is possible.

Qualifications

• High school diploma or equivalent required.
• Bachelor’s degree in a related field is a plus.
• Experience in customer service or technical support is preferred.

Responsibilities

• Handle customer inquiries via live chat and calls.
• Diagnose and troubleshoot technical issues for products/services.
• Guide customers through step-by-step solutions clearly.
• Suggest resolutions and potential product improvements.
• Collaborate with phone and email support teams.

Skills

Customer-centric mindset

Empathy and active listening

Technical aptitude

Time management

Attention to detail

Education

High school diploma or equivalent

Bachelor’s degree in related field (preferred)

Tools

CRM systems

Chat support software

Job description

This is a remote position. Online Tech Support Agent Department:Customer Service / Technical Support Reports To:Customer Service Manager / Technical Support Supervisor

Job Overview As an Online Tech Support Operator, you will be responsible for providing exceptional real-time assistance to customers through a web-based chat platform as well as live call support. Your focus will be on troubleshooting technical issues, answering product-related queries, and ensuring a high level of customer satisfaction.

Responsibilities

• Promptly and efficiently handle customer inquiries via live chat as well as live call in support.
• Diagnose, troubleshoot, and resolve technical issues related to the company's products or services.
• Guide customers through step-by-step solutions in a clear, concise manner.
• Offer recommendations for issue resolution and possible product enhancements.
• Work closely with other team members, including phone support and email support agents.
• Document support interactions in the company's CRM system.
• Escalate unresolved issues to the appropriate internal teams.
• Meet or exceed key performance indicators, including response time and customer satisfaction ratings.
• Stay updated with product knowledge, technical specifications, and company policies.

Qualifications

• High school diploma or equivalent; Bachelor's degree in a related field is a plus.
• Previous experience in customer service or technical support is preferred in the field of modem, sim line, and Wireless (fixed wireless) Internet Services.
• Exceptional written communication skills.
• Ability to multitask and manage multiple chat windows and live calls simultaneously.
• Strong problem-solving skills.
• Familiarity with CRM systems and chat support software.
• A good understanding of computer systems, mobile devices, and other tech products.

Skills

• Customer-centric mindset
• Empathy and active listening
• Technical aptitude
• Time management
• Attention to detail

Work Environment

This job will be performed 100 percent remotely. Flexibility for shift work may be required, including weekends and holidays.

Compensation and Benefits

• Competitive salary
• Performance bonuses
• Opportunities for career advancement