support.com. (NASDAQ: SPRT) provides online technology services to consumers and small businesses. Using an innovative model that combines a cloud-based technology platform with a fully distributed workforce, support.com provides an award-winning customer experience that enables people to realize the promise of technology. support.com is defining a new category of technology-enabled services and growing rapidly each year.
support.com is seeking self-motivated individuals for supporting customers in the areas of PC and consumer technologies. If you find yourself helping friends and family to install, troubleshoot, and resolve their technical problems, then consider this opportunity! You will be able to apply the knowledge and experience you have gained in customer service, consumer products such as MP3 Players, PDAs, PC applications, and home networking.
What do you need to qualify for this Work From Home opportunity?
Your PC with minimum 3 GHz processor and 1 GB RAM with 1280x1024 minimum resolution. Minimum OS of Windows XP SP2 with latest security patches applied. Recommend 17 flat screen monitor or greater.
Broadband connection (1 MB down / 384 kbps up)
Landline phone
Meet the requirements of the job description below
Responsibilities:
Answer calls and greet customer or partner sales representative
Review ticket in customer service tracking application
Determine scope of issue
Confirm customer agreement to pricing and conditions of service
Manage credit card processing
Handle requests for refunds per company policies
Follow through on warranty requests or open issues
Perform analysis on customers PC and make product or service recommendations
Encourage completion of customer survey
Close the incident within recommended service times
Supply best in class support to direct consumers on all technology support needs
Use company provided tools to troubleshoot and solve customer technology problems
Properly document all support calls
Maintain high level of customer satisfaction with focus on first call resolution
Adhere to quality standards set by company
Provide feedback on tool, process, and business improvements
Represent company in a professional and ethical manner
Skills:
Very good written and oral communication skills, second language a plus
Can communicate technical concepts clearly to customers level of understanding
Very good customer interaction skills
Very good organizational and multitasking skills
Ability to problem solve and resolve problems creatively
Review SOPs and provide feedback and ideas
Ability to type 30 to 40 words per minute
Ability to travel for training and team activities
Qualifications:
Minimum of 1 to 2 years of related experience.
Job roles in customer service dealing with consumers
Hardware / Software technical support
Troubleshooting Windows XP platform to registry level
Home networks (wire and wireless) using multiple network technologies such as switches, routers, printer, etc...
Networking technologies TCP/IP, DNS, Firewalls
Internet connectivity using cable, DSL, satellite, dial-up
Consumer/business peripherals printers, scanners, fax, MP3 players, digital cameras, cellphones, PDAs
Internet security in areas of virus and spyware
Courses in technology related fields and customer service. MSDST, A+, HDI Support Center Analyst or other relevant certification a plus.