Technical Support Associate - PH

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

Job summary

Compass Experience Labs is seeking a Technical Support Agent for remote work to provide exceptional support for POS systems and network troubleshooting for a Quick Service Mexican Grill. The role requires strong technical skills, excellent communication, and the ability to work independently in a remote environment. If you possess a customer-centric approach and thrive in a supportive team culture, we encourage you to apply.

Benefits

Comprehensive training on products and services

Positive work culture valuing diversity and inclusivity

Remote work environment

Qualifications

• 1-2 years of Tech Level 2 experience in a BPO setting.
• Strong technical proficiency in hardware and networking.
• Exceptional English communication skills required.

Responsibilities

• Act as the primary contact for U.S.-based employees, providing technical support.
• Perform remote troubleshooting through diagnostic techniques.
• Document incidents and provide updates to the knowledge base.

Skills

Technical proficiency

Customer service

Troubleshooting

Network troubleshooting

Communication skills

Tools

Prisma

Fusion

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 & resolving issues within scope & 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 edge; ALOHA experience is a plus.

Exceptional English communication skills (written and spoken).

A licensed Windows computer with a serial number is required; customized or jailbroken devices are not permitted.

Applicants must have a strong wired internet connection, a Windows computer with a working webcam, and a headset with a microphone (speakers not permitted during calls).

Agents must be willing to have Crowdstrike installed on their personal computers/laptops.

All agents will be required 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

All agents will need 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 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.