IT Sales and Customer Support Specialist (Computer Repair / IT)

Company: IT / Cybersecurity / Computer Repair — Southern California (Remote, Philippines-based)

Overview:
We are an IT and Computer Repair company looking for a proactive, clear-communicating Specialist with customer service and sales skills plus IT knowledge. You’ll connect customers with our technicians, keeping clients informed and satisfied. You should communicate naturally with U.S. customers, handle calls and video confidently, and take initiative. This is a fast-paced role with growth potential.

Role Purpose:
Manage customer interactions from start to finish. Explain technical issues simply, set expectations, calm tense situations, coordinate with technicians, and identify upsell opportunities. When not on calls, assist with research, follow-ups, marketing tasks, and daily reporting.

Responsibilities:
- Handle inbound/outbound calls, SMS, chat, and email professionally.
- Qualify leads, schedule appointments, and follow processes.
- Translate technical info into simple updates.
- Prepare quotes, invoices, and collect payments.
- Resolve issues with empathy and maintain accurate records.
- Support competitor research, lead generation, social media, and Google Business Profile responses.
- Produce daily activity reports and assist with website updates when needed.

Minimum Qualifications:
- 2+ years in customer service or sales, ideally in IT or related fields.
- Strong English communication with minimal accent.
- Solid understanding of computer hardware and common repairs.
- Comfortable with Google Workspace, CRMs, and call tools.
- Reliable, calm under pressure, and empathetic.
- Stable internet, quiet workspace, quality headset, and camera.

Preferred:
- Experience with WordPress, QuickBooks, RepairShopr, MSP workflows, and basic SEO.

Schedule & Location:
Full-time, 40 hours/week aligned with U.S. Pacific Time. Remote from the Philippines.

Compensation & Growth:
Competitive pay with performance bonuses. Clear path to senior roles based on performance.

Key Metrics:
Response time, conversion rates, customer satisfaction, record accuracy, follow-ups, and daily outputs.

Tools:
Google Workspace, CRM/ticketing, VoIP, social platforms, and basic website tools.

Culture & Security:
Follow SOPs, communicate proactively, and protect customer data with NDA and security policies.

How to Apply (Follow these steps exactly; incomplete applications won’t be reviewed):

1. Subject Line: Use “IT Sales and Customer Support – Your Name – OnlineJobs.ph”.
2. Introduction: Write 5–7 sentences explaining why you’re a good fit for this role and your relevant IT or computer repair experience.
3. Voice Sample: Record a 60–90 second voice note introducing yourself. Explain in simple English the difference between an SSD upgrade and a RAM upgrade, and when each is needed. Share a public link.
4. Internet and Equipment: Provide a speed test link (download/upload/ping), a photo of your workstation, and your PC specs (CPU, RAM, OS).
5. Schedule: Confirm your availability during U.S. Pacific Time hours and mention any restrictions.
6. Mini Writing Task: Rewrite this message in a friendly tone, under 90 words: “Your laptop is badly infected. We have to wipe it and reinstall Windows. It will take 2–3 days, and it will cost extra if we find damaged files.” Make the customer feel cared for and informed.
7. Quick Technical Quiz: Answer briefly: a) Name three non-hardware causes for a slow PC. b) What are two fixes if Wi-Fi doesn’t work after reinstalling Windows? c) What does it mean if a drive shows as RAW, and what should you do next?
8. Experience Snapshot: Write 3–5 sentences about a tough customer situation you handled and how you resolved it.
9. Compensation: State your desired monthly salary in PHP and if you’re open to bonuses.

Screening and Next Steps:
- Qualified applicants will have a short video interview and a live role-play call.
- Finalists may do a paid one-shift trial focusing on call handling, documentation, and follow-through.

Equal Opportunity: We are an equal opportunity employer. We value skills, character, and results. If you meet the requirements and want a long-term role where your work matters, we want to hear from you.

Apply Now: Send your complete application following these steps exactly. Only complete applications will be reviewed.