Technical Support Associate - MX

Compass Experience Labs; United States; Remote; USD 40,000 - 60,000; Full time

Job summary

Compass Experience Labs is seeking a customer service representative for a fully remote technical support role. The ideal candidate will provide support for POS systems and network issues, requiring 1-2 years of experience in IT service. A compassionate nature and strong communication skills are essential to thrive in this positive work culture that emphasizes diversity and inclusivity.

Benefits

Comprehensive training

Positive work culture

Qualifications

• 1-2 years Tech Level 2 experience in BPO setting or IT service desk.
• Strong hardware and networking skills required.
• Experience with POS troubleshooting preferred.

Responsibilities

• Provide technical support for store devices and network troubleshooting.
• Document incidents and provide updates to the knowledge base.
• Deliver excellent customer service through inbound calls and back-office work.

Skills

Technical proficiency

Customer service

Network troubleshooting

English communication

Tools

Network troubleshooting tools

POS systems

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

Documents incidents and resolutions and provides updates to the knowledge base where applicable

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

Qualification

1-2 years of at least Tech Level 2 experience within 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 edge, ALOHA experience is a plus

Exceptional English communication skills (written and spoken)

A licensed Windows computer with a serial number is the only computer we will accept for this position. We do not allow customized or jailbroken homemade devices.

Applicants must have strong wired internet connection to support systems and possess a Windows Computer with a working webcam.

All agents must have a working camera to be used during training sessions and 1:1 conversation.

Agents must have a working headset with a microphone, speakers are not permitted for us while on calls.

Agents must be willing to have Crowdstrike be installed in their personal computer/laptop

All agents will be required to install third-party software in order to run the screen capture module:

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

All agents will be required to download DUO Mobile on their mobile phones for multi-factor authentication.

Download speed must be at least 25 MBPS with latency (RTT) of <200ms.

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

RAM: 16 GB

A fully remote work environment

This is currently a contract position, offering competitive wages

Comprehensive training on our products and services.

A positive and growing work culture that values diversity and inclusivity.

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