Technical Support Associate

OvationCXM; United States; Remote; USD 42,000 - 54,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Life insurance

Stock option bonuses

401(k) plan

Job summary

OvationCXM is seeking a Technical Support Associate to join our CX Support team. You will remotely assist merchants with POS systems, card readers, and related hardware, guiding them to solutions via phone, email, and chat.

Work from home in the United States with a flexible schedule, handling inbound inquiries and collaborating with teammates to resolve issues quickly and accurately.

Qualifications

• Ability to think on your feet and adapt to changing situations.
• Strong communication skills for phone, email and chat support.
• Comfort with troubleshooting hardware/software and guiding customers remotely.
• Proactive problem solving with a customer-first mindset.

Responsibilities

• Remotely assist customers via email, SMS and phone to troubleshoot in-store technology problems.
• Troubleshoot mobile POS network issues including tablet and printer connectivity.
• Answer how-to questions about supported devices.
• Take ownership of customer issues through resolution or escalation.
• Maintain high issue-resolution rate within first customer interaction.
• Document all interactions clearly in CXM software.

Skills

Adaptability

Fast learner

Multitasking

Empathy on calls

Integrity

Team player

Job description

Job Summary

As a Technical Support Associate, you’ll join our CX Support team. You’ll be responsible for answering inbound communications (calls, chats, and emails) and will work directly with our customers (who we call “merchants”, the employees/small business owners) to troubleshoot issues with their point-of-sale (“POS”) systems, credit card readers, and related hardware, including network equipment, printers, barcode scanners, and cash drawers. Often you won’t be able to see or touch the hardware, so you’ll have to rely on the merchant and your communication skills to guide them to success. But you’ll have more than just your wits at your disposal (although a surplus of wit is needed for this job). With our trusty knowledge base by your side, our stalwart team at your back, and the license to hunt down any information we may be missing, you won’t lack for guidance.

Responsibilities

• Remotely help customers via email, SMS and over the phone to solve various types of in-store technology problems, including: Wi-Fi connectivity; hardware and software issues; credit card terminal processing and POS integration; secured and unsecured networks; Bluetooth devices and cabled printers; with a knowledge around Apple App Store (iOS) and Google Play (Android) navigation and download.
• Troubleshoot mobile POS network issues which include tablet and printer connectivity with cabled and wireless LAN and WAN devices.
• Answer “how to” quick-fix questions about supported devices.
• Take ownership of customer issues through to resolution or escalation while providing accurate and prompt feedback both to the customer and teammates.
• Maintain a high percentage of issue resolution within the first customer interaction.
• Document all interactions in our CXM software clearly and concisely.

Skills & Experience

• Flexibility in the face of change, perseverance in the face of adversity, irreverence in the face of cookie cutter business practices. This is a startup environment that pairs the perk of freedom with the burden of chaotic hard work. You’ll need resiliency to thrive with both.
• Ability to think on your feet. You are comfortable not knowing the answer but knowing you have the tools to find out.
• Ability to learn and adapt quickly. We are an ever-growing company, and you will continue to learn far outside of your training period, often quite rapidly.
• Strong organizational skills with the ability to multitask and prioritize in a high-volume, fast paced environment.
• Comfortable speaking on the phone and able to display sincere empathy regardless of the attitude of the caller.
• Acts with integrity and transparency.
• Self-effacing with a great sense of humor, a team player.

Down to Brass Tacks (the practical stuff)

• No hardware will be provided for this position, so you’ll need to own or purchase the following:
• Computer with at least a Quadcore processor and 8gb of RAM and the ability to run a Windows environment.
• Wired internet connection (Not wifi)
• Headset w/ microphone for taking calls
• This role will be fully remote. Must be located in the United States.
• Flexible availability. We offer 24/7 support, which means we have a variety of hours that need coverage. In general you will have the same fixed shift.
• The Benefits:
• • Health, dental, vision, and life insurance
  • Short-term and long-term disability insurance
  • Stock option bonuses for excellent performance
  • 401(k) plan