Remote Computer Support Specialist (U.S. & Canadian Only)

This is a remote position.

We are seeking computer experts that have worked in tech support roles at call centers and the majority of their calls have been with home computer users guiding them through instructions for their computers.The ideal candidate has a lot of experience guiding customers over the phone with instructions to connect to their computers remotely.

Job Overview:

1. Our sales team will transfer you, to first-time customers that are experiencing problems with a slow computer, email/outlook, printer, app or game not opening, audio issues, etc.

2. Sale team sets the expectation to the caller that they will pay a maximum of around $100 for the fix and the customer agrees to pay this price prior to being transferred

3. Customer agrees to the price and is transferred to the Remote Support Computer Specialist

4. Remote support specialist receives the transfer from the sales representative

5. Remote support specialist aims to get a remote connection as fast as possible. The ideal time for connection is 5 to 10 minutes before the call.

6. After getting connected to the customers review the system for up to 10 minutes, set an expectation that we can fix the problem, set expectation for the customer to leave the computer on and give us 3 - 5 hours to fix the computer, inform customer to go do something else while we fix the computer and we will call within 3 - 5 hours, get off the phone with the customer

7. After off the phone with the customer, pass the repair to our remote team designated to do the fixes. The remote team will log into the customer's computer and do the fix.

8. Monitor the fix and ensure that the remote team is working on your fix sessions that were passed to them.

Some call transfers are very quick to get remote access, while other transfers are more difficult. It depends on your precision and skillset. Most callers only take 5 - 10 minutes to direct for instructions and get connected remotely, however, there are callers that are harder to instruct and you must be very good at getting them to follow along with your instructions, get to the download site of our remote tool, and get you connected to their computer.

Seeking advanced technical support experts in both hardware and software troubleshooting and consultations with years of call experience establishing remote connections with American English callers.

The perfect candidate knows how to fix any software-related problems on a computer and also is very confident with their hardware consultation skills and ability to give accurate advice when it comes to hardware-related issues.

Performance expectations:

1. A minimum of 10 sessions connected and passed to our remote team is required per day. This is just slightly over 1 remote connect per hour over a 7 - 8 hour shift.

2. Every connected session is paid at $15 per session. A minimum of 10 sessions is required per shift. If you exceed 10 sessions, you will be paid $15 for each additional session. If you come under 10 sessions you will also be paid $15 x (amount of sessions connected)

3. After connecting, required to educate customers about our extended service plan options. Additional $5 - $25 performance incentive per session depending on upsell.

Selected individuals must already be experts at giving precise and easy-to-follow instructions over the phone to guide customers to a website, download an application, find where the download is located, run the application, and read the access code. In many cases, customers may be lost and you must have experience in visualizing what is on their screen and quickly get them back on track to help you get the remote access started.

*MUST HAVE PREVIOUS EXPERIENCE UPSELLING SUPPORT PLANS AND EXTENDED SERVICE OPTIONS

Requirements

Benefits