Job description

Why This Role is Important to GMetrix
In this role, the Technical Support Agents primarily work with our customers via phone calls, emails, and remote connections to answer their questions and troubleshoot any issues they might be experiencing. Our support agents also work closely with our other departments to provide user feedback on both our software and content, and when they are available, they also assist with other projects.

Who We Are Looking For
This opportunity is ideal for a determined and proactive individual who is willing to develop their skills in a variety of customer support roles. This role requires proficiency in computer skills, excellent verbal and written communication, enthusiasm, and flexibility. We’re also looking for someone who is a self-starter, able to manage multiple projects and embraces the prospect of being part of a growing organization, where they can personally make a difference.

We also offer part-time work that can accommodate class schedules for those in school and offer potential for advancement into our software development or content production teams.

Core Responsibilities
The Technical Support Agent role is primarily responsible for:

• Answer customer phone calls and emails
• Ask clarifying questions to properly troubleshoot the reported issues
• Provide timely resolution of customer issues
• Educate customers on our products while assisting them
• Train customers on how to use our software and access our content
• Assist our development team with testing new products and content
• Monitor trends in customer concerns and report them to the support manager

Role Requirements

• High School Diploma or equivalent required
• One year of experience in a Customer Service / administrative role highly preferred
• Ability to work efficiently in a high demand, team-oriented, and fast-paced environment required.
• MS Office Suite experience (Outlook, Word, Excel, Teams) or equivalent
• Exceptional interpersonal skills and client-oriented approach.
• Provide customer support with friendliness and patience*
• Ability to troubleshoot effectively and ask clarifying questions to understand the situation
• Familiarity with Windows and Mac operating systems is a plus
• Quick to learn new skills
• Fluency in Spanish and other non-English languages a plus

About us
GMetrix is an industry-leading provider of practice tests and learning materials aimed toward preparing users for certification in a variety of software programs and other skills. We work with our partners to ensure that our users have all the training and support they need to succeed in their certification journey. We value lifelong learning, and we seek to make that possible for everyone.

Benefits
GMetrix offers a competitive and comprehensive benefits package inclusive of:

• Medical, Dental, Vision, Life, and Short and Long-Term Disability Insurance
• Flexible scheduling for students
• 401k plan with company match
• Generous PTO and Holiday Pay

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

Job Types: Full-time

COVID-19 considerations:
Remote work option when possible.

Job Type: Full-time

Pay: From $17.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person

Application Question(s):

• Are you fluent in any language other than English? Please specify.

Education:

• High school or equivalent (Preferred)

Experience:

• Customer or Technical Support: 1 year (Preferred)

Ability to Relocate:

• Lindon, UT: Relocate before starting work (Required)

Work Location: In person