Remote Services Technician Job

Position Overview

Work From Home US - Multiple, United States.Compensation:$11.00 Per Hour.

Key Responsibilities

• Actively listen to customer needs and offer appropriate education of products and services to prevent churn.
• Respond real time to customer inbound questions and problems.
• Make outbound calls to touch base with new customers, determine satisfaction or need for help, and ensure a positive experience with their new installation.
• Utilize resources to upsell and explain competitive advantages.
• Effectively use persuasive techniques to overcome objections.
• Educate customers on installed products, service offerings, billing, charges, and features.
• Resolve customer complaints and issues calmly and courteously.
• Troubleshoot and resolve service and technical problems using remote control tools with PC/MAC, tablet, and when using a smartphone app.
• Meet retention, sales, and customer service performance metrics.
• Explain and instruct customers on the value and operation of products and services.
• Retain customers deemed at high risk for churn.

Required Qualifications

• 1 year of related experience in a customer service and/or technical support environment.
• Understanding of wired and wireless home networks using multiple technologies (e.g., cable modems, routers, printers; DNS, DHCP, WAN, LAN, TCP/IP, Port Forwarding).
• Working knowledge of computers, smartphones, tablets, and other peripheral devices.
• Ability to successfully pass our technical test and complete the interview process.
• Ability to pass an extensive background check.
• Demonstrated active learning skills, ownership, and empathy in delivering required customer service.
• Ability to interpret a flow chart to effectively follow a work process.
• Proven ability to listen, diagnose, troubleshoot, and solve technical and service-related issues.
• Capability to communicate technical directions over the phone to users with limited computer experience.
• Quick learner of new technical concepts.
• Effective verbal communication skills with a professional tone, proper voice inflection, and intonation.
• Strong organizational and multitasking skills.
• Ability to follow written instructions and adapt to changes efficiently.
• Strong written communication skills.