Technical Support Agent II

Description

Role Overview

This full-time role combines customer service, problem-solving, and basic technical support for customers across the systems we support. It requires at least one year of technical support experience in a call center or busy help desk environment. Success comes from being dependable, communicating clearly, handling sensitive information with care, and taking ownership of accurate, high-quality support.

Location

This is a 100% remote role. However, applicants must reside in the contiguous United States. We cannot hire applicants who reside in California or plan to relocate there.

Schedule

Eight-hour shifts may be scheduled anytime within our operating hours: Monday through Sunday, 4:00 a.m. to 9:00 p.m. Pacific.

What You'll Do

• Answer inbound calls, assess customer needs, and troubleshoot password issues, printer TCP/IP settings, software configurations and hardware or software connectivity.
• Document interactions, troubleshooting steps, and resolutions in the designated ticketing system promptly and accurately.
• Monitor and follow up on open tickets to meet established service-level agreements (SLAs).
• Coordinate with teammates and make outbound calls as needed to move issues toward resolution.
• Protect sensitive customer information and follow company security procedures.
  
  

What We Offer

• Affordable, comprehensive medical, dental, and vision coverage for you and your dependents.
• A retirement plan with company matching contributions after six months of employment.
  
  

Requirements

What You'll Bring

• A high school diploma or GED.
• At least one year of technical support experience in a call center or busy help desk environment.
• Familiarity with ticketing systems used to track and manage customer issues.
• Clear verbal and written communication and strong customer service skills.
• Comfort navigating multiple systems while assisting customers.
• Diligence: Provide accurate support, document your work carefully, protect sensitive information, and follow through on commitments.
• Accountability: Take ownership of customer issues and your performance, communicate honestly, and use feedback to improve.
• Agility: Adjust to changing priorities, learn new systems and processes, and remain professional when unexpected challenges arise.
• Reliable attendance and a quiet workspace suitable for customer calls.
• Availability to work full-time, eight-hour shifts within the operating hours.
  
  

Physical, Mental, And Sensory Requirements

• With or without reasonable accommodation, the individual in this role must be able to:
• Work the assigned schedule and remain available and engaged during scheduled hours.
• Handle inbound calls while meeting established productivity, quality, and responsiveness standards.
• Communicate clearly and professionally by phone and in writing.
• Maintain attention to detail while navigating systems and assisting customers.
• Work at a computer workstation for extended periods, using a keyboard, mouse, and headset.
  
  

All offers of employment are contingent upon passing a background check and verification of authorization to work in the United States. Retail Imaging is an Equal Opportunity Employer.