What are the responsibilities and job description for the Remote Customer Service & Technical Support Agent position at Retail Imaging?
Description
Please note the following:
Our Agents are the first point of contact for our clients’ customers, which means the technical trouble shooting and customer service you provide directly impacts our ability to succeed as a company. While this is a technical support role, it is equally a customer service role. The most successful individuals in this position are those who are dependable, patient, and genuinely comfortable helping people while solving problems.
What You’ll Do
What You'll Need
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this role.
Please note the following:
- We are unable to hire individuals in California at this time.
- There will be up to two interviews before a decision is made.
- In order to be considered for an interview, your resume must clearly demonstrate you meet the required qualifications.
- We are looking to fill several open roles.
Our Agents are the first point of contact for our clients’ customers, which means the technical trouble shooting and customer service you provide directly impacts our ability to succeed as a company. While this is a technical support role, it is equally a customer service role. The most successful individuals in this position are those who are dependable, patient, and genuinely comfortable helping people while solving problems.
What You’ll Do
- Engage directly with customers by phone, email, and chat to troubleshoot and resolve technical and administrative issues.
- Provide clear, calm guidance while helping customers understand next steps.
- Follow established processes and response timelines to meet service expectations.
- Document work accurately and thoroughly in the appropriate systems.
- Identify outdated or missing documentation and flag it so resources can improve.
- Balance live customer interactions with follow-up tasks while staying focused.
- Communicate openly about issues, progress, and roadblocks.
- Uphold service, quality, and policy standards to ensure a consistent experience.
What You'll Need
- High school diploma or GED equivalent.
- A quiet, dedicated workspace suitable for taking calls.
- At least six months of experience providing technical support in a call center environment.
- Strong written and verbal communication skills.
- Basic troubleshooting skills and comfort navigating multiple systems at once.
- Ability to remain calm and customer-oriented while resolving technical issues.
- Dependable attendance and readiness to begin work at the scheduled start time.
- Ability to work an eight-hour shift within our hours of operation which are: Monday through Friday from 5:00 AM to 7:00 PM Pacific Time and Saturday from 7:00 AM to 7:00 PM Pacific Time.
- Ability to remain actively engaged and available during scheduled work hours.
- Willingness and ability to learn new tools and technologies quickly.
- Adaptability to evolving processes, procedures, and priorities.
- Openness to feedback and a commitment to improvement.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this role.
- Work the assigned schedule with minimal unscheduled absences.
- Be actively available and engaged during scheduled work hours.
- Accept and manage inbound calls and communications in alignment with performance expectations.
- Maintain focus while handling live customer interactions.
- Meet established productivity and responsiveness standards.
- Communicate clearly and professionally by phone and in writing.
- Sit or stand for extended periods while working at a computer.
- Use a keyboard, mouse, and headset consistently and accurately.