Remote jobs, Full-time, Part-time work: direct contacts

Personal Tech support job, Work From Home, $13.50 per hour, Chicago

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:
• Perform analysis on customer's PC 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 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

Qualifications:
• Minimum of 1 to 2 years of related experience Job roles in customer service dealing with consumers
• Hardware / Software technical support
• Troubleshooting Windows XP, Vista and 7 Platforms to the registry level
• Home networks (wire and wireless) using multiple network technologies such as switches, routers, printer, etc...
• Networking technologies TCP/IP, DNS, Firewalls
• Internet connectivity using cable, DSL, satellite, dial-up
• Consumer/business peripherals -- printers, scanners, fax, MP3 players, digital cameras, cellphones, PDAs
• Internet security in areas of virus and spyware
• 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

Working for Support.com:
• $13.50 per hour!
• Overtime and Shift Premiums Available!
• 100% Work From Home!
• Medical, Dental, Vision benefits!
• 401K plan!
• Paid Time Off!
• 2 Week Paid Best in Class Training!
• Promotional Opportunities!
• Employee Stock Purchase Plan!

http://www.support.com/about/careers/openings?nl=1&jvi=olzLVfwk,Job