glassdoor sales-marketing technical customer solutions professional

Technical Customer Solutions Professional


Are you looking for the perfect job? STOP -- we have what you are looking for! Work from the comfort of your own home! Meet people from across the US, engage with our peers through dynamic chat and support groups! Paid training! We also offer a reimbursement for all hours worked in conjunction with using your own computer equipment.

Support.com, Inc. (NASDAQ: SPRT) is a leading provider of tech support and turnkey support center services, producer of SUPERAntiSpyware® anti-malware products, and the maker of Support.com® software. Support.com services and products help leading brands deepen their customer relationships. Customers want technology that works the way it's intended. By using Support.com services and software, companies can deliver a fantastic customer experience, leading to happier customers, greater brand loyalty and growing revenues.

The Technical Customer Solutions Professional (Remote) is a high level customer solutions role, which provides inbound customer service solutions regarding troubleshooting and resolution of service related problems for high-speed internet and wireless gateways. This is an exciting work from home opportunity requiring you to work and engage with others in a virtual environment, while providing our customers with a high quality customer solution experience as well as the offering of enhanced services.

As a Technical Customer Solutions Professional (Remote), you will be fully trained to perform the following duties:
  • Answer inbound calls and greet customers
  • Determine scope of customer issue in an effective and professional solutions driven manner by utilizing your own skillset and key guided paths
  • Manage credit card processing when necessary
  • Encourage completion of customer survey regarding your performance
  • Effectively resolve customer issue in a timely and professional manner
  • Properly document all customer interactions while actively engaged with the customer
  • Adhere to quality standards determined by company and client
  • Represent our company in a professional and ethical manner
  • Maintain high level of customer satisfaction with focus on first call resolution
  • Become a customer solution advocate
  • Resolve customer requests by investigating problems, developing solutions and recommending additional products and/or services relevant to assessment of the customer needs (upselling)
Skills:
  • Excellent written and oral communication skills
  • Ability to provide accurate customer solutions
  • Excellent listening skills
  • Ability to present and obtain an effective sale
  • Ability to interpret and follow a flow chart to deliver a work process
  • Ability to learn new technical concepts quickly
  • Ability to communicate technical directions over the phone to experienced and inexperienced computer users, while maintaining a professional and caring demeanor
  • Excellent customer interaction & solution skills
  • Strong organizational and multitasking skills a must
  • Ability to problem-solve and provide resolution
  • Ability to follow guided paths to deliver resolution
  • Ability to work in a fast paced changing environment, managing back-to-back call volumes
  • Ability to work in a very structured environment with scheduled rest and meal periods
  • Type 40 - 50+ words per minute
  • Must be able to work in a fast-paced, structured, dynamic and high- customer focused environment, with the ability to maintain composure in stressful situations, manage, and diffuse angry or upset customers, while also offering sales solutions
Responsibilities:
  • Provide world-class customer solutions, remaining calm and professional while resolving sometimes complex issues with challenging customers
  • Provide customers with opportunities to enhance his/her product by up-selling Use company provided tools and process to troubleshoot and solve customer technology problems
Qualifications:
  • A minimum of 1 - 2 years of related experience in a customer service & sales environment
  • Demonstrated successful sales ability
  • Ability to navigate through multiple computer applications with speed and accuracy
  • Ability to follow guided paths to solve customer questions/concerns
  • Ability and desire to overcome customer objections and provide solutions on every interaction including upselling of products
  • Maintain good attendance
  • Must complete a pre-hire drug screen and background check
  • Experience in the work from home environment is a plus
  • Must be at least 18 years
  • Must be willing to HELP customers on an aggressive path to resolution
Equipment Requirements:
  • Minimum CPU Speed
  • 2 physical cores @ 2.7 GHz Processor or better
  • 4 physical cores @ 2.2 GHz processor or better
  • Minimum 4Gb RAM
  • Minimum vertical monitor resolution of 1080 pixels (1920×1080 or higher preferred)
  • Multiple monitors required
  • 250 GB, 7200 RPM SATA hard drive or better
  • Internet connection speeds exceeding 10Mbps down and 2Mbps up
  • Satellite and/or Cellular connection (3g/4g) are not allowed.
  • Windows 8.1, 10 including .NET 4.5 with all security patches applied
  • HTML5 Compliant Web Browser (IE11 or higher, Chrome, etc.)
  • Antivirus Software.
  • Corded (not wireless) noise canceling USB Headset
  • Webcam
  • External Mouse
  • Landline or cell phone
Working for Support.com as a Technical Customer Solutions Professional:
  • Hourly wage - $12.00 per hour*
  • Testing required
  • Extra Hours Available & sometimes required
  • 100% Work from Home
  • Medical, Dental, Vision benefits
  • 401K plan
  • Paid Time Off & Floating Holiday Time
  • Paid Training
  • Promotional Opportunities
  • Employee Stock Purchase Plan
  • $11.50 per hour plus $.50 cent per hour for reimbursement
Support.com is an Equal Opportunity Employer

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled
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