Remote Technical Support Agent

Job Description

Job DescriptionDescription:

Why This Role Matters

Our Agents are the first point of contact for our clients’ customers and set the tone for every interaction. By following established processes, identifying documentation gaps, and flagging common issues, you help strengthen the systems and knowledge that the entire team depends on. This role keeps operations running smoothly one interaction at a time.

What You'll Do

• Engage directly with customers via phone, email, and chat to troubleshoot and resolve technical and administrative issues.
• Follow defined response and resolution timelines to meet or exceed SLA and performance goals.
• Document all work accurately and clearly in the appropriate systems.
• Identify and report gaps or outdated information in documentation to help improve team resources.
• Balance live customer interactions with follow-up and administrative tasks, staying calm under pressure.
• Communicate openly with teammates and leadership about issue status, progress, and potential roadblocks.
• Uphold service, quality, and policy standards to deliver a consistent and positive customer experience.

Requirements:

What You'll Bring

• High school diploma or GED equivalent.
• At least six months of experience providing technical support in a call center environment.
• Strong written and verbal communication skills, able to adapt to different audiences.
• Basic troubleshooting skills and comfort using multiple systems or tools at once.
• Proven reliability in attendance, punctuality, and follow-through.
• Strong organizational skills and ability to prioritize in a fast-paced environment.
• Willingness and ability to learn new tools and technologies quickly.
• Solution-focused mindset with a proactive approach to challenges.
• Comfortable asking questions and seeking clarification when needed.
• Adaptable to changing priorities, procedures, or deadlines.
• Open to feedback and continuous improvement.