Tech Support Agent

This is a remote position. Online Tech Support Agent Department:Customer Service / Technical Support Reports To:Customer Service Manager / Technical Support Supervisor Job Overview As an Online Tech Support Operator, you will be responsible for providing exceptional real-time assistance to customers through a web-based chat platform as well as live call support. Your focus will be on troubleshooting technical issues, answering product-related queries, and ensuring a high level of customer satisfaction. Responsibilities • Promptly and efficiently handle customer inquiries via live chat as well as live call in support. • Diagnose, troubleshoot, and resolve technical issues related to the company's products or services. • Guide customers through step-by-step solutions in a clear, concise manner. • Offer recommendations for issue resolution and possible product enhancements. • Work closely with other team members, including phone support and email support agents. • Document support interactions in the company's CRM system. • Escalate unresolved issues to the appropriate internal teams. • Meet or exceed key performance indicators, including response time and customer satisfaction ratings. • Stay updated with product knowledge, technical specifications, and company policies. Qualifications • High school diploma or equivalent; Bachelor's degree in a related field is a plus. • Previous experience in customer service or technical support is preferred in the field of modem, sim line, and Wireless (fixed wireless) Internet Services. • Exceptional written communication skills. • Ability to multitask and manage multiple chat windows and live calls simultaneously. - Strong problem-solving skills. • Familiarity with CRM systems and chat support software. • A good understanding of computer systems, mobile devices, and other tech products. Skills - Customer-centric mindset - Empathy and active listening - Technical aptitude - Time management - Attention to detail Work Environment This job will be performed 100 percent remotely. Flexibility for shift work may be required, including weekends and holidays. Compensation and Benefits - Competitive salary - Performance bonuses - Opportunities for career advancement Originally posted on Himalayas