Austin technical support job, work from home

• $13.50 per hour
• Overtime and Shift Premiums available
• 100% Work from Home
• Medical, Dental and Vision benefits
• 401K plan
• Paid Time Off
• 2 Week Paid Best-in-Class Training
• Promotional Opportunities
• Employee Stock Purchase Plan

Core Responsibilities:
• Perform analysis on customer PCs and make product or service recommendations
• 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 a high level of customer satisfaction with focus on first call resolution
• Identification and removal of Malware and Viruses

Additional Tasks:
• Answer calls and greet customer or partner sales representatives
• Review tickets 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 policy
• Follow through on warranty requests or open issues
• Encourage completion of customer surveys
• Close incidents 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 the company in a professional and ethical manner

Required 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
• Excellent organizational and multitasking skills
• Ability to resolve problems creatively
• Review standard operating procedures and provide feedback and ideas
• Ability to type 30 to 40 words per minute

• Minimum of 1 to 2 years of related experience, including roles in customer service
• Hardware and software technical support experience
• Troubleshooting Windows 7, Vista and XP operating systems on the registry level
• Home networking including switches, routers, printers and wireless
• Networking technologies including TCP/IP, DNS and Firewalls
• Internet connectivity using cable, DSL, satellite and dial-up
• Consumer and business peripherals including printers, scanners, faxes, MP3 players, digital cameras, mobile phones and PDAs
• Internet and malware 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 and 4 GB RAM with 1280x1024 minimum resolution
• Minimum OS of Windows XP SP3, .net4 with security patches applied
• Dual monitors: 17" screen or greater recommended
• Broadband connection (1.5MB down /512 kbps up)
• Anti-virus Software

  APPLY online