Technical Support Representative

Nomad Internet; United States; Remote; USD 42,000 - 65,000; Full time

Benefits offered by this job

Competitive salary

Performance-based bonuses

Career advancement opportunities

Job summary

Nomad Internet is seeking an Online Chat Tech Support Agent to deliver real-time assistance to customers in the USA. You will troubleshoot technical issues, answer product inquiries, and strive for high customer satisfaction through chat and calls.

Responsibilities include handling inquiries, documenting interactions in the CRM, and collaborating with cross-functional teams. A high school diploma is required; experience in support is a plus.

Qualifications

• High school diploma or equivalent; bachelor's degree preferred.
• Experience in customer service or technical support.
• Excellent written and verbal communication skills.
• Ability to multitask across chat windows and calls.
• Familiar with CRM systems and chat support software.

Responsibilities

• Handle customer inquiries via live chat and calls.
• Diagnose and resolve technical issues related to products/services.
• Provide clear, step-by-step solutions.
• Escalate unresolved issues to internal teams.
• Document interactions in the CRM.
• Meet or exceed KPIs for responsiveness and satisfaction.
• Stay updated on product knowledge and company policies.

Skills

Customer-centric mindset

Empathy & active listening

Technical aptitude

Time management

Attention to detail

Education

High school diploma or equivalent

Bachelor's degree in related field (plus)

Tools

CRM systems

Chat support software

Job description

This is a remote position.

Job Overview

As an Online Chat Tech Support Agent in the USA, you'll play a pivotal role in delivering exceptional real-time assistance to our customers via web-based chat and both inbound and outbound calls. Your responsibilities will encompass troubleshooting technical issues, addressing product inquiries, and ensuring overall customer satisfaction.

Responsibilities

• Swiftly and effectively manage customer inquiries through live chat, as well as inbound and outbound calls.
• Diagnose and resolve technical issues related to our products and services.
• Provide customers with clear and concise step-by-step solutions.
• Offer insights for issue resolution and recommend potential product enhancements.
• Collaborate closely with cross-functional teams, including phone and email support.
• Accurately document support interactions in our CRM system.
• Escalate unresolved issues to the relevant internal teams.
• Consistently meet or exceed key performance indicators, including response times and customer satisfaction ratings.
• Keep abreast of product knowledge, technical specifications, and company policies.

Qualifications

• High school diploma or equivalent; a Bachelor's degree in a related field is a plus.
• Prior experience in customer service or technical support is advantageous.
• Exceptional written and verbal communication skills.
• Proficiency in multitasking and managing multiple chat windows and calls concurrently.
• Strong problem-solving skills.
• Familiarity with CRM systems and chat support software.
• Solid understanding of computer systems, mobile devices, and other tech products.
• Phone and Online tech support experience required

Skills

• Customer-centric mindset
• Empathy and active listening
• Technical aptitude
• Effective time management
• Meticulous attention to detail

Work Environment

This role can be performed either remotely or in an office setting. Flexibility for shift work, including weekends and holidays, may be necessary.

Requirements Qualifications

• High school diploma or equivalent; a Bachelor's degree in a related field is a plus.
• Prior experience in customer service or technical support is advantageous.
• Exceptional written and verbal communication skills.
• Proficiency in multitasking and managing multiple chat windows and calls concurrently.
• Strong problem-solving skills.
• Familiarity with CRM systems and chat support software.
• Solid understanding of computer systems, mobile devices, and other tech products.

Benefits Compensation and Benefits

• Competitive salary
• Performance-based bonuses
• Opportunities for career advancement

Originally posted on Himalayas