What are the responsibilities and job description for the Customer Support Technician position at Alpha Net Consulting LLC?
Job Title: Customer Support Technician
Job Type: long term contract
Location: Remote ( Austin, Texas )
Mandatory Background checks
In office meet and greet required in Austin
About the Role: We are looking for a Customer Support Technician to join our team. In this role, you will assist customers with technical issues, help them resolve problems related to our products or services, and ensure they have a smooth experience. You’ll be the go-to person for troubleshooting, answering questions, and providing solutions over the phone, via email, or chat.
Key Responsibilities:
- Customer support: Respond to customer inquiries through phone, email, or chat, offering friendly, clear, and accurate technical assistance.
- Troubleshooting: Diagnose and resolve basic to intermediate technical issues (e.g., product malfunctions, setup problems, software glitches, etc.).
- Provide guidance: Walk customers through step-by-step solutions to fix problems, and ensure they understand how to use products or services effectively.
- Escalation management: Identify when an issue needs to be escalated to higher-level support and ensure a smooth handoff.
- Documentation: Record and track customer issues, interactions, and resolutions in the system for future reference.
- Customer follow-up: Reach out to customers after the issue is resolved to ensure they are satisfied and that everything is working properly.
- Product knowledge: Stay up-to-date on product features, updates, and common troubleshooting techniques.
Skills & Qualifications:
- Communication skills: Clear and concise communicator who can explain technical concepts in easy-to-understand language.
- Technical skills: Basic knowledge of troubleshooting hardware and software issues (training will be provided for specific products).
- Problem-solving ability: Strong ability to diagnose problems and think critically to find solutions.
- Patience & empathy: Ability to remain calm and patient while working with customers, even in stressful situations.
- Customer service experience: Previous experience in customer support or tech support is a plus.
- Team player: Willingness to collaborate with other team members to solve customer issues.
Job Type: Contract
Pay: $15.00 - $15.50 per hour
Shift:
- Morning shift
Location:
- Austin, TX (Required)
Work Location: Remote
Salary : $15 - $16