Technical Support Associate - EL SL

Compass Experience Labs; United States; Remote; USD 35,000 - 55,000; Full time

Job summary

A leading company in customer service solutions is hiring technical support agents for a fully remote role. You will be responsible for assisting U.S.-based employees with POS systems and network issues. The ideal candidate will have 1-2 years of experience in a BPO setting, strong technical skills, and a passion for helping others.

Benefits

Comprehensive training on products and services

Flexible work environment

Competitive wages

Qualifications

• 1-2 years of Tech Level 2 experience in BPO.
• Experience with POS troubleshooting is a plus.
• A licensed Windows computer required.

Responsibilities

• Provide technical support for store devices and network troubleshooting.
• Document incidents and update knowledge base.
• Deliver excellent customer service during calls.

Skills

Technical proficiency in hardware and networking

Network troubleshooting

Customer service skills

English communication

Tools

Prisma

Fusion

New Era

PuTTY

Switch

IP Calculator

CMC

Job description

Career Opportunities with Compass Experience Labs

A great place to work.

Careers at Compass Experience Labs

Current job opportunities are posted here as they become available.

We partner with brands to power growth through exceptional customer experience. Our founders were trailblazers in the eComm industry. When they couldn’t find a customer service partner that was as innovative as they were, they built it. Many companies view their customer care as a cost center, but we believe it can be so much more! If you delight the customer, listen to their feedback, and use their insights to gather data about products and offerings, customer care can have a strategic role in growing a business.

Act as the primary point of contact for U.S.-based employees of a Quick Service Mexican Grill, providing technical support for store devices (POS systems, hardware, printers, scanners), network troubleshooting, and all company systems.

Perform remote troubleshooting through diagnostic techniques and pertinent questions.

Document incidents and resolutions and provide updates to the knowledge base where applicable.

Provide excellent customer service to internal team members (inbound voice calls & backoffice offline work) while troubleshooting and resolving issues within scope and procedures.

Qualifications

1-2 years of at least Tech Level 2 experience within a BPO setting; IT service desk experience is a plus.

Strong technical proficiency in hardware and networking.

Good understanding of security best practices in a regulated business.

Experience with network troubleshooting tools such as Prisma, Fusion, New Era, PuTTY, Switch, IP Calculator, CMC, etc., is highly preferred.

Experience in POS troubleshooting is an advantage; ALOHA experience is a plus.

Exceptional English communication skills (written and spoken).

A licensed Windows computer with a serial number is required for this position. Customized or jailbroken devices are not permitted.

Applicants must have a strong wired internet connection, a Windows computer with a working webcam, a headset with a microphone (speakers not permitted during calls), and be willing to have Crowdstrike installed on their personal computer/laptop.

All agents will need to install third-party software to run the screen capture module, including:

• Microsoft Windows Installer 2.0 or later
• Microsoft Visual C++ 2019 Redistributable 32-bit
• Microsoft .NET Framework 4.6.2 or 4.7.x

Agents will also be required to download DUO Mobile for multi-factor authentication.

Minimum download speed of 25 MBPS and latency (RTT) of less than 200ms are required.

Processor: Intel Core i5 with 500 GB HDD / AMD Ryzen 5

RAM: 16 GB

This is a fully remote, contract position offering competitive wages.

We provide comprehensive training on our products and services.

Our work culture values diversity and inclusivity, fostering a positive and growing environment.

If you possess a compassionate nature, thrive in a customer-centric role, and have a passion for helping others, we encourage you to apply.