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Remote Technical Support Representative (Work from Home)

Are you a motivated Techie looking for a professional, work from home opportunity? Our Technical Support Representatives are passionate individuals who have a niche in troubleshooting, strive for excellence, and shine in fast-paced environments. If you are having to look for passion in your current role, then it’s time for a change of pace. While providing the highest quality of customer service, you are guiding and educating customers through established troubleshooting procedures.
You will use your fix-it attitude as you walk customers through software and hardware troubleshooting while maintaining your top-notch customer service skills to make an impact on your customers’ day.


RESPONSIBILITIES
This position is directly responsible for handling technical calls from club owners and or club personnel regarding hardware and software issues.
  • Create incident tickets for tracking of clients computer/software and hardware issues
  • Responsible for taking inbound calls directed from the queue
  • Responsible for creating and noting an incident ticket for each call
  • Responsible for reviewing reported issues and answering client questions
  • Maintain individual standards:
    • Meet minimum QA of 80%
    • Minimum schedule adherence of 92%
    • Maintain acceptable error percentage
    • Maintain a talk time average of 15min or less


POSITION DETAILS
  • Must live in one of the following states: Alabama, Arkansas, Florida, Georgia, Kansas, North Carolina, Oklahoma, Texas, or Virginia
  • Starting pay rate is $16.50 per hour with unlimited growth opportunities / $18.00 for Spanish/English Bilingual Representatives
  • The help desk is always open and representatives must be flexible to any schedule that is assigned to them
  • ABC provides all the required hardware for the position. Representatives must provide hard wired, high-speed internet services (DSL or Cable only) and a quiet, private office space
  • Excellent attendance and punctuality are required and expected at all times
  • This position cannot miss any work days or work hours during the first 60 days of employment
  • The training for this position is an intense 6 week pass or fail program
  • This position does not require experience in technical support. However, strong technical knowledge and skills are required and will be tested during the interview process.
QUALIFICATIONS
  • Linear troubleshooting skills
  • Networking knowledge of modems and routers
  • Superior phone voice
  • Ability to relate to both technical and non-technical users
  • Ability to work directly with clients
  • Working knowledge of all Windows operating systems
  • Ability to create/locate/modify knowledge base articles
  • Must be able to multi-task
  • Flexibility & Adaptability – Ability to changes priorities quickly and often
  • Must live in one of the following states: Alabama, Arkansas, Florida, Georgia, Kansas, North Carolina, Oklahoma, Texas, or Virginia
  • Must be available to start on October 4, 2018, and maintain perfect attendance for the first 60 days of employment
EDUCATION and/or EXPERIENCE
  • High School Diploma
  • 2+ years experience in a technical support call center or equivalent
  • Work-from-home experience beneficial
INTERNET SPEED REQUIREMENTS:

  • Remote agents must meet the following requirements at all times throughout employment:
    • Download Speed - Greater than 5 Mbps (5000 Kbps)
    • Upload Speed -Greater than 2.0 Mbps (2000 Kbps)
    • Packet Loss - 2% or less
    • Latency/Ping - 100 ms or less
    • Jitter - 15 ms or less

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