Support.com, Inc. (NASDAQ: SPRT) is a leading provider of customer and technical support solutions delivered by home-based employees. For more than twenty years, the company has achieved stellar results for global enterprise clients and top-tier businesses. Support.com’s proven, omnichannel solutions have been specifically designed and optimized for the homesourcing environment, resulting in industry-leading NPS scores and first call resolution rates. The company efficiently meets changing client needs through its highly-scalable, global network of home-based employees and secure, proprietary, cloud-based platforms.
- 1 year of related experience in a customer service environment
- Hardware / Software technical support
- Troubleshooting Windows XP, Vista, 7, 8, 10, and macOS Platforms
- Home networks (wired and wireless) using multiple network technologies such as switches, routers, printers, IoT Devices, etc…
- Internet connectivity using cable, DSL, satellite, dial-up
- Internet security
- Successfully pass our technical test and complete our interview process
- Maintain good attendance
- Must complete a pre-hire drug screen and background check
- Experience in the work from home environment is a plus
- Must be at least 18 years
About the Role
As a member of this best-in-class technology services team you will:
- Answer inbound calls and greet customers
- Determine scope of customer issue in an effective and professional manner
- Manage credit card processing when necessary
- Encourage completion of customer survey
- Effectively resolve customer issue in a timely manner
- Properly document all customer interactions
- Adhere to quality standards determined by company and client
- Represent company in a professional and ethical manner
- Maintain high level of customer satisfaction with focus on first call resolution
- Resolve customer requests by investigating problems, developing solutions and recommend additional products and/or services relevant to assessment of the customer needs.
Responsibilities (Including, but not limited to)Support.com, Inc. (NASDAQ: SPRT) is a leading provider of customer and technical support solutions delivered by home-based employees. For more than twenty years, the company has achieved stellar results for global enterprise clients and top-tier businesses. Support.com’s proven, omnichannel solutions have been specifically designed and optimized for the homesourcing environment, resulting in industry-leading NPS scores and first call resolution rates. The company efficiently meets changing client needs through its highly-scalable, global network of home-based employees and secure, proprietary, cloud-based platforms.
- 1 year of related experience in a customer service environment
- Hardware / Software technical support
- Troubleshooting Windows XP, Vista, 7, 8, 10, and macOS Platforms
- Home networks (wired and wireless) using multiple network technologies such as switches, routers, printers, IoT Devices, etc…
- Internet connectivity using cable, DSL, satellite, dial-up
- Internet security
- Successfully pass our technical test and complete our interview process
- Maintain good attendance
- Must complete a pre-hire drug screen and background check
- Experience in the work from home environment is a plus
- Must be at least 18 years