Customer Support Technician

Seeking a Full-Time (40hrs/wk) Customer Support Technician who has experience supporting online software products. This job is for a 3-6 month contract with opportunities to extend beyond that.

Job Responsibilities:

- Serve as the first point of contact for customers seeking technical assistance over the phone or email
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Determine the best solution based on the issue and details provided by customers
- Walk the customer through the problem-solving process
- Direct unresolved issues to the next level of support personnel
- Provide accurate information on IT products or services
- Record events and problems and their resolution in logs
- Follow-up and update customer status and information
- Pass on any feedback or suggestions by customers to the appropriate internal team
- Identify and suggest possible improvements on procedures

Job Requirements:

- Proven experience as a help desk technician or other customer support role
- Tech savvy with working knowledge of office automation products, databases and remote control
- Good understanding of computer systems, mobile devices and other tech products
- Ability to diagnose and resolve basic technical issues
- Proficiency in English
- Excellent communication skills
- Customer-oriented and cool-tempered

Communication Requirements:

- Able to use Slack for internal team communications
- Able to use Trello for internal project planning purposes and escalation issue tracking
- Able to use FreshDesk to manage support tickets

Contract Terms:

- Weekly payments will be deposited into your bank account (or e-wallet) at the end of each week
- You will provide support services Monday through Friday from 9am to 5pm EST
- Your success will be measured by the quality of your customer service interactions

If this sounds like something that interests you please email me at ---------- with a link to your CV and any specific accomplishments that you feel make you uniquely suited for this job. You would be providing wire fraud prevention services to US-based real estate customers, so any existing experience with that industry would be seen as a bonus. The final pay scale range offered (e.g. $ ---------- /wk) will be based on your experience and interviewing skills.

I look forward to meeting you!

Toby Miller
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