Careerscape is recruiting on behalf of our client, a growing technology company, for a Remote Technical Support Representative. This is a great entry point into the tech industry, with paid training, clear growth paths into senior support, systems, and customer success roles, and the flexibility of working from home while supporting customers across the country.
The day-to-day is a steady mix of troubleshooting, clear communication, and teamwork. You will help customers resolve technical issues by phone, chat, and email, document what you learn, and collaborate with teammates to find solutions. People who thrive here are curious problem-solvers who stay calm under pressure, enjoy helping others, and like learning something new every day.
Responsibilities
- Respond to customer inquiries by phone, chat, and email in a timely and professional manner
- Diagnose and troubleshoot software, hardware, and connectivity issues
- Guide customers through step-by-step solutions using clear, non-technical language
- Log, track, and update all support cases accurately in the ticketing system
- Escalate complex or unresolved issues to senior support or engineering with detailed notes
- Follow up with customers to confirm issues are fully resolved
- Contribute to the internal knowledge base by documenting solutions and common issues
- Meet or exceed targets for response time, resolution time, and customer satisfaction
- Share customer feedback and recurring issues with the broader team to help improve the product
Requirements
- High school diploma or equivalent; associate or bachelor's degree in IT or a related field is a plus
- 6 months of experience in customer service, help desk, or a technical support setting preferred
- Basic understanding of computers, operating systems, and networking concepts
- Excellent written and verbal communication skills
- Strong problem-solving skills and attention to detail
- Ability to stay patient and professional with frustrated customers
- Comfortable learning new software and tools quickly
- Reliable high-speed internet and a quiet, dedicated home workspace
- Ability to work a scheduled shift, which may include some evenings or weekends
Benefits
- Medical, dental, and vision insurance
- 401(k) with company match
- Paid time off and paid holidays
- Paid onboarding and ongoing technical training
- Fully remote work from home
- Equipment provided for remote work
- Home office or internet stipend
- Career advancement and certification support
- Employee wellness and assistance programs