Technical Support Specialist

Net2Source Inc.

United States

Remote

USD 40,000 - 100,000

Full time

14 days+

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Job summary

Join a leading firm as a Technical Support Specialist focused on providing customer service to diverse clients in engineering and technology sectors. This remote position requires candidates with strong troubleshooting skills and a dedication to quality customer interactions. Ideal for those seeking entry-level roles with growth opportunities in a supportive training environment and flexible schedules geared towards full-time availability.

Qualifications

Entry level position requiring help desk or call center experience.
Understanding of customer service metrics is key.
Proficiency in Microsoft OS and applications is a must.

Responsibilities

Handle basic Tier-1 support and troubleshooting.
Assist users with hardware, software, networking issues.
Log and track all customer interactions using a ticketing system.

Skills

Customer Rapport

Evaluate Customer Needs

Quality and Performance Metrics

Microsoft Operating Systems

Hardware/Software Support

Help Desk Experience

Learning Management System Experience

Job description

Direct message the job poster from Net2Source Inc.

Hiring for Fortune 500 Engineering, Energy, Chemicals, Airline, Manufacturing and Industrial Clients

Job Title: Technical Support Specialist (Contact Center )

Duration: 6 months (Possible Extension)

Location: 100% Remote (USA)

Positions Available: 30

Training Schedules:

Training: Full Time Training (Monday-Friday) through July 4 (Will not be working on the holiday.)

Production Begins (Production Schedule will include weekends.): Saturday, July 5th

Full Time/Weekend Required Positions: This class will be recruiting full-time workers who have weekend availability (8hr/week). Must work weekends. Client is flexible but the candidates must be open to working weekends.

Job Description:

Technically competent candidates will be trained to understand and use the designated ticketing system, handle basic Tier-1 support and troubleshooting, such as password resets, printer configurations, break/fix instructions as well as student service support (inquires related to registration, admissions, payments…)

Position Duties Include:

Answers, evaluates, and prioritizes incoming telephone, e-mail, and chat requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies, as well as Learning Management Software (LMS).
Relying on resources as trained (knowledge base, websites, support channels).
Answers, evaluates, and prioritizes incoming student service telephone inquiries and user requests:
Admissions: Support includes application, placement test, withdrawal inquiries.
Financial Aid: FAFSA (Free Application for Federal Student Aid), eligibility, disbursement, refund, loan/scholarship inquired.
Handles problem recognition, research, isolation, resolution, and follow-up for routine user problems, referring more complex problems to Tier 2, Tier 3, supervisor, or other technical staff.
Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error.
Following call flow as trained (designed to assist in asking all required and basic probing questions).
Logs and tracks all customer interactions using problem management software (ticketing system) and maintains thorough history records and related problem documentation.

Skills:

Position Requirements Include:
Ability to Build and Foster Customer Rapport
Ability to Evaluate Customer Needs and Determine the Appropriate Options/Procedures
Understands Quality and Performance Metrics and Resulting Impact to the Customer
Proficient in Microsoft Operating Systems and Applications, Hardware/Software Support
Previous Help Desk/Call Center Experience Beneficial
Experience at Institutions of Higher Education Beneficial
Learning Management System Experience Beneficial

Seniority level