Customer & Technical Support Agent (Remote)

Description

About the Role

This role combines customer service, problem-solving, and technical support. It is not an intermediate or advanced IT support position. Success in this role comes from being dependable, communicating clearly, handling sensitive customer information with care and discretion, adapting to changing priorities, and taking ownership of delivering accurate, high-quality support.

In addition to the qualifications listed below, applicants must reside within the contiguous United States. Please note that we are unable to hire individuals who reside in California or plan to relocate to California.

What You’ll Do

• Assist customers by phone with account access and account-related issues via phone.
• Troubleshoot login, password, and basic technical issues.
• Guide customers through established support processes.
• Document customer interactions and resolutions accurately.
• Handle confidential information in accordance with company policies.
• Meet established service, quality, and productivity standards.
  
  

What We Offer

• Affordable, comprehensive medical, dental, and vision coverage for you and your dependents.
• A company-matching retirement plan after six months of employment.
• Paid sick leave and vacation time that increases with tenure.
  
  

Requirements

What You’ll Need

• High school diploma or GED.
• Six months of customer service in a call center setting or in a similar setting.
• Strong communication and customer service skills.
• Basic troubleshooting and problem-solving abilities.
• Ability to navigate multiple systems while assisting customers.
• Strong attention to detail and ability to handle sensitive information professionally.
• Reliable attendance and a quiet workspace suitable for taking calls.
• Ability to work an eight-hour shift during our operating hours which are: Monday through Friday: 5:00 AM – 7:00 PM Pacific Time. Saturday: 8:00 AM – 4:30 PM Pacific Time. Note: Saturday availability is required.
  
  

Physical, Mental, And Sensory Requirements

With or without reasonable accommodations, the individual in this role must be able to:

• Work the assigned schedule with minimal unscheduled absences.
• Remain actively available and engaged during scheduled work hours.
• Accept and manage inbound calls in alignment with performance expectations.
• Meet established productivity, quality, and responsiveness standards.
• Communicate clearly and professionally by phone and in writing.
• Sit or stand for extended periods while working at a computer workstation.
• Use a keyboard, mouse, and headset throughout the workday.
  
  

All offers of employment are contingent upon passing a background check and demonstrating the ability to work in the United States. We are an Equal Opportunity Employer.