What are the responsibilities and job description for the Technical Support Agent position at Alpha Net Consulting LLC?
Job Title: Technical Support Agent
Job Type: Contract to Perm
Location: Austin Texas (remote)
Candidate must reside anywhere in Austin Texas
Background checks required
About the Role:
Technical Support Agent who can deliver top-notch assistance to our customers over the phone. In this role, you’ll be the first point of contact for customers experiencing technical issues with our products or services. Your goal will be to help them solve their problems efficiently and ensure they have a positive experience, all while providing clear instructions and solutions.
What You’ll Do:
- Answer customer calls: Be the voice on the line, ready to assist with a wide range of tech-related issues, from setup questions to troubleshooting.
- Troubleshoot technical problems: Guide customers through common technical issues, whether it's a software glitch, connection problem, or basic hardware malfunction.
- Provide solutions: Walk customers step-by-step to resolve their issues, offering simple yet effective fixes and ensuring they feel supported.
- Escalate when necessary: When issues get more complex, escalate the problem to higher-tier support teams, ensuring a smooth transition for the customer.
- Document interactions: Log all customer interactions and resolutions into our system, keeping detailed records for future reference.
- Customer satisfaction: Follow up with customers to ensure their problems have been resolved and they’re satisfied with the solution.
- Stay in the loop: Keep up to date with product updates and technical knowledge to offer the most accurate help.
What We’re Looking For:
- Clear communicator: You know how to explain tech topics in an easy-to-understand way, even to someone with little technical background.
- Tech-savvy: Basic knowledge of software and hardware, and a knack for figuring out simple tech issues.
- Problem solver: You enjoy finding solutions, even if it requires a bit of creative thinking.
- Patience and empathy: You handle frustrated customers with care and remain calm under pressure.
- Previous experience: Some experience in customer service or technical support is a plus, but if you're new to the role, we'll train you!
Job Types: Full-time, Contract
Pay: $15.00 - $16.00 per hour
Compensation Package:
- Hourly pay
Schedule:
- Morning shift
Work Location: Remote
Salary : $15 - $16