Remote Customer Technical Support

About the Opportunity:

The organization provides residential and small business technical support for alarm systems and home automation. The role involves assisting customers with troubleshooting software and hardware issues, offering technical guidance, and enhancing the overall customer experience.

Responsibilities:

• Work collaboratively with customers and coworkers in a dynamic environment

• Self-manage and operate independently in a fast-paced, changing setting

• Multitask across multiple systems and applications

• Handle inbound customer calls for alarm system and home automation technical support

• Troubleshoot technical issues using guided workflows to resolve problems during calls

• Maintain regular, consistent, and punctual attendance

• Present a Virtual Service Call process to save customers time and money when on-call resolution is not possible

• Assist customers with scheduling onsite technician visits after promoting virtual and self-service options

• Provide empathetic and effective customer interactions using strong soft skills

• Maintain a private, quiet, distraction-free workspace with adequate internet bandwidth for remote work

• Take ownership of customer service and issue resolution

• Adapt to changes and accept feedback for continuous improvement

Requirements:

• High school diploma or equivalent

• Troubleshooting skills

• Strong organizational skills

• Excellent verbal and written communication skills

• Reliable and dependable

• Ability to empathize and connect with customers

• Ability to multitask, prioritize tasks effectively, and work independently

• Proven problem-solving and customer de-escalation abilities

• Minimum one year of customer service experience

• Technical experience is a plus but not required

• Typing skills of at least 35 words per minute

• Intermediate computer application knowledge

Benefits & Perks:

• Paid on-the-job training with necessary equipment provided

• Paid time off and 6 paid holidays

• Pet insurance

• Comprehensive medical benefits

• 401(k) plan with company matching

• Short-term and long-term disability coverage

• Life insurance and wellbeing benefits

• Tuition reimbursement for academic pursuits

• Adoption assistance

• Volunteer opportunities

• Childcare and eldercare resources

• Shift differential pay during higher call volumes and less-desirable shifts

• Career development and promotion opportunities

Compensation:

• Starting hourly rate of $17.00, increasing to $20.00 after 180 days of employment with incremental increases of $0.50 every 30 days until reaching $20.00

• Employees accrue up to 120 hours of paid time off in their first year, with increased accrual rates after the first year

Note:

RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.