Part Time Technical/Customer Service Agent for Cybersecurity Company (Remote)
- At least 6 months customer service or technical support required
- Minimum of high school diploma or equivalent required, post high school education preferred
- Technical certifications including A+, Network+, Security+ or Microsoft Desktop Support Engineer/Microsoft Certified Professional (MCP) certifications are highly desired
- Ability to work on multiple projects and tasks simultaneously in an efficient manner
- Internet Speed should be at least 100 MBPS and equipment should be Windows 10 or higher
- Answer and address support chats/calls from customers.
- Answer and address incoming emails and inbound calls from customers.
- Take ownership of each issue assigned and effectively bring it to resolution or escalation according to any and all approved workflows communicated by Technical Support Management.
- Ensure customer needs are met by ensuring customer awareness of relevant products and services when appropriate.
- Provide remote troubleshooting using BeyondTrust or client-of-choice.
- Ensure complete resolution of issue(s) in order to prevent customers having to contact us again.
- Effectively troubleshoot, resolve and properly document support calls, chats, and cases.
- Effectively execute transactions for paid services.
- Work closely with other departments to resolve outstanding issues.
- Assist in documenting solutions for our Knowledgebase for training and information purposes.
- Perform remote analysis and diagnosis of customer issues and recommend and/or implement corrective solutions.
- Provide backup chat/case/call support for Customer Service volume when necessary.
- Project a positive attitude and be a mentor for other employees.
- Maintain a favorable company image when interfacing with outside sources.
- Accurately record and submit timesheets and paid time off requests.
- Accurately track, log and otherwise tag support requests using the approved CRM, and/or other management-approved tools.
- A reliable computer (at least with an i5 processor), a stable high-speed internet connection and back up for both.
- A quiet, cozy workspace to handle calls and chats like a pro.
- Flexible with work schedule.
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