Technical Support Representative

We are seeking a talented Remote Computer Repair & Support Technician who specializes in providing phone support to end users, particularly senior citizens. Our ideal candidate is adept at handling a wide range of technical issues with both PC and Mac devices. If you excel in remote support and have a knack for keeping callers engaged and reassured, we want to hear from you!

Responsibilities:

• Handle phone support requests from end users, primarily senior citizens, with little to no technical knowledge.
• Troubleshoot common issues such as operating system damage, no boot issues, no signal on monitor, startup repair problems, forgotten passwords, PC resets, WiFi connectivity, printer issues, slow PCs, and handling popup scam hacks.
• Guide callers through easy-to-follow steps to establish remote access to their computers.
• Demonstrate patience and clear communication to ensure callers feel comfortable and supported.
• Maintain control of the call, ensuring a positive and efficient troubleshooting experience.
• Set expectations for callers that fixes will be completed within 4-6 hours by our team after remote access is established.
• Move quickly from call to call, focusing on initial troubleshooting and remote access setup.

Confident in persuasion to get the fix done online remotely when a caller would ask and prefer to have their fix done at a store or through onsite visit. Ability to convince otherwise and move the caller quickly through troubleshooting steps over the phone and keep them engaged and following along with you.

Common Issues to Resolve:

• Operating system damage
• No boot issues
• No signal on monitor
• Startup repair attempts
• Forgotten Windows password/PIN
• PC resets
• WiFi connectivity issues
• Printer not printing or paper jams
• New printer setup
• Slow PC performance
• MS Outlook email problems
• Popup scam hacks
• Games crashing
• Bluescreen
• Establishing remote connections on various macOS systems

Requirements:

• Expertise in remote support for both PC and Mac devices.
• Strong ability to communicate clearly and effectively with callers who have minimal technical knowledge.
• Exceptional patience and friendliness, with a trustworthy demeanor.
• Confidence in sales and communication to keep callers engaged and reassured.
• Ability to quickly establish remote access and move on to the next call, leaving the detailed fixes to our in-house team.
• Receive approx 10 customer transfers per day
• Customers stay on the phone and troubleshoot depending on how well you handle the call
• Most transfers are not easy to remote right in and require troubleshooting first
• Part of the job is to keep the customer on the phone and to follow your troubleshooting steps.
• Must be confident in your ability to help and troubleshoot in cases where the customer might be requesting to bring their PC to a store instead.