Personal Technology Expert - (Charleston) in Charleston, West Virginia For Sale
Support.com. (NASDAQ: SPRT) provides online technology services to consumers and small businesses. Support.com provides an award-winning customer experience by using an innovative model that combines a cloud-based technology platform with a fully distributed workforce, Support.com is defining a new category of technology-enabled services and growing rapidly each year Responsibilities: Supply best in class support to direct consumers on all technology support needs Use company provided tools to troubleshoot and solve customer technology problems Maintain high level of customer satisfaction with focus on first call resolution Identification and removal of Malware and Viruses As part of the process of providing best-in-class customer satisfaction for the technology services you will also be required to do the following: 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 Encourage completion of customer survey Close the incident within recommended service times Properly document all support calls Adhere to quality standards set by company Provide feedback on tool, process, and business improvements Represent company in a professional and ethical manner Skills: Excellent written and oral communication skills, second language a plus Can communicate technical concepts clearly to customer's level of understanding Excellent customer interaction skills Very good organizational and multitasking skills Ability to problem solve and resolve problems creatively Review SOPs (standard operating procedures) and provide feedback and ideas Ability to type 30 to 40 words per minute Minimum of 1 year of related experience in customer service dealing with consumers Hardware / Software technical support Troubleshooting Windows XP, Vista and 7 and 8 Platforms to the registry level Home networks (wired and wireless) using multiple network technologies such as switches, routers, printer, etc Internet connectivity using cable, DSL, satellite, dial-up Consumer/business peripherals - printers, scanners, fax, MP3 players, digital cameras, cellphones, PDAs Internet security Courses in technology related fields and customer service. MSDST, A+, HDI Support Center Analyst or other relevant certification a plus. Equipment Requirements: Minimum 3 GHz processor (Or multicore equivalent) 4 GB RAM (more for 64bit Win7 or Win8) xxxxxxxxx minimum resolution (xxxxxxxxx or higher preferred) Minimum OS of Windows Vista, .net4 with all security patches applied (Windows 7 or 8 preferred) Windows 10 is not supported at this time Dual monitors required Broadband connection (minimum 5 Mbps down /1 Mbps up) Anti Virus Software USB Headset
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