Technical Customer Service Representative (Remote)

Position Overview

VIPdesk Connect is a certified B-Corp, women-owned corporation, and Best Workplace winner committed to team member happiness. We are passionate about delivering "more human" customer service in partnership with some of the world's most iconic brands. In this remote, work-at-home role, the Technical Customer Service Representative provides authentic, world-class technical support and customer care—primarily via phone—for a company focused on parenting and infant wellbeing. The role involves assisting with intelligent products and applications on iOS and Android platforms and ensuring customers receive best-in-class service.

Key Responsibilities

• Handle customer requests and interactions on behalf of VIPdesk Connect clients via phone, chat, and email—with phone as the primary focus.
• Represent a diverse lineup of products and brands with expertise, positive energy, and a can-do spirit.
• Create positive customer touchpoints using a friendly, respectful, and professional tone while exhibiting genuine empathy.
• Utilize critical thinking to troubleshoot products; diagnose and resolve issues following best practices and guidelines.
• Assist with device installation, app setup, and configuration.
• Conduct initial troubleshooting and technical assistance, escalating complex problems when necessary.
• Attend training and meetings to stay updated on new information regarding brands, products, services, and policies.
• Meet performance metrics including Customer Satisfaction (CSAT), average handle time, quality, and productivity.
• Demonstrate social responsibility by practicing ethical behavior and supporting diversity and inclusion initiatives.

Required Qualifications

• 1+ years of demonstrated experience and success in customer service.
• High School diploma or equivalent.
• Technical proficiency in troubleshooting and problem-solving with working knowledge of desktop platforms and mobile devices, and the ability to learn new technology quickly.
• Effective written and verbal communication skills with the ability to adjust style to customer demographics.
• A polite, friendly, and courteous demeanor when engaging with customers via phone, email, SMS, or chat.
• A positive response to change, with an openness to coaching, feedback, and continuous learning.
• Detail-oriented with a focus on quality and accuracy and a strong sense of urgency to meet goals.
• Ability to accurately document customer interaction details with minimal errors.
• A home-office environment that is ergonomically sound, including a reliable internet connection, USB wired headset, DUAL monitors, router, modem, webcam, and a computer system that meets company policies and maintenance requirements.
• Must currently reside in AR, AZ, FL, GA, IN, KY, MD, NC, NM, NV, OH, SC, TN, TX, UT, VA, or WI.

Preferred Qualifications

• Experience in a virtual contact center environment.
• Experience with troubleshooting applications on both iOS and Android platforms.

Benefits & Perks

• Compensation: $16 per hour
• Medical, dental, and vision insurance
• Paid time off and flexible spending accounts
• Life insurance
• Remote work opportunity