Technical Support Agent II

Retail Imaging Management Group; Washington (District of Columbia); Remote; USD 42,000 - 56,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

Retirement plan with company match (6+

Six months of service eligibility

Job summary

Retail Imaging Management Group is seeking a full-time remote technical support agent. You will handle customer calls, troubleshoot password issues, printer settings, software configurations, and connectivity across supported systems. The role requires at least one year in a busy help desk or call center and strong communication skills.

Applicants must reside in the contiguous United States. Eight-hour shifts fall within Pacific time operating hours, and you will document work in the ticketing

Qualifications

• A high school diploma or GED.
• At least one year of technical support experience in a call center or busy help desk.
• Familiarity with ticketing systems used to track and manage customer issues.
• Clear verbal and written communication and strong customer service skills.
• Comfort navigating multiple systems while assisting customers.
• Diligence: provide accurate support and document work carefully.
• Accountability: take ownership and communicate honestly.
• Agility: adapt to changing priorities and learn new systems.
• Reliable attendance and a quiet workspace for calls.
• Availability to work full-time, eight-hour shifts.

Responsibilities

• Answer inbound calls, assess customer needs, and troubleshoot password issues, printer TCP/IP settings, software configurations and hardware or software connectivity.
• Document interactions, troubleshooting steps, and resolutions in the designated ticketing system promptly and accurately.
• Monitor and follow up on open tickets to meet SLAs.
• Coordinate with teammates and make outbound calls as needed to move issues toward resolution.
• Protect sensitive customer information and follow company security procedures.

Skills

Customer service

Technical support

Clear communication

Multitasking

Ownership & accountability

Education

High school diploma or GED

Tools

Ticketing systems

Job description

Job Description

Job Description

Description:

This full-time role combines customer service, problem-solving, and basic technical support for customers across the systems we support. It requires at least one year of technical support experience in a call center or busy help desk environment. Success comes from being dependable, communicating clearly, handling sensitive information with care, and taking ownership of accurate, high-quality support.

Location

This is a 100% remote role. However, applicants must reside in the contiguous United States. We cannot hire applicants who reside in California or plan to relocate there.Schedule

Schedule

Eight-hour shifts may be scheduled anytime within our operating hours: Monday through Sunday, 4:00 a.m. to 9:00 p.m. Pacific.

What You'll Do

• Answer inbound calls, assess customer needs, and troubleshoot password issues, printer TCP/IP settings, software configurations and hardware or software connectivity.
• Document interactions, troubleshooting steps, and resolutions in the designated ticketing system promptly and accurately.
• Monitor and follow up on open tickets to meet established service-level agreements (SLAs).
• Coordinate with teammates and make outbound calls as needed to move issues toward resolution.
• Protect sensitive customer information and follow company security procedures.

What We Offer

• Affordable, comprehensive medical, dental, and vision coverage for you and your dependents.
• A retirement plan with company matching contributions after six months of employment.

Requirements:

What You’ll Bring

• A high school diploma or GED.
• At least one year of technical support experience in a call center or busy help desk environment.
• Familiarity with ticketing systems used to track and manage customer issues.
• Clear verbal and written communication and strong customer service skills.
• Comfort navigating multiple systems while assisting customers.
• Diligence: Provide accurate support, document your work carefully, protect sensitive information, and follow through on commitments.
• Accountability: Take ownership of customer issues and your performance, communicate honestly, and use feedback to improve.
• Agility: Adjust to changing priorities, learn new systems and processes, and remain professional when unexpected challenges arise.
• Reliable attendance and a quiet workspace suitable for customer calls.
• Availability to work full-time, eight-hour shifts within the operating hours.

Physical, Mental, and Sensory Requirements

With or without reasonable accommodation, the individual in this role must be able to:Work the assigned schedule and remain available and engaged during scheduled hours.Handle inbound calls while meeting established productivity, quality, and responsiveness standards.Communicate clearly and professionally by phone and in writing.Maintain attention to detail while navigating systems and assisting customers.Work at a computer workstation for extended periods, using a keyboard, mouse, and headset.All offers of employment are contingent upon passing a background check and verification of authorization to work in the United States. Retail Imaging is an Equal Opportunity Employer.