Remote Technical Support Representative

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Posted 13 days ago United States Salary undisclosed
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Job Description

The Technical Support Representative consistently projects a positive, professional, and solution focused response with all customers. The Technical Support Representative has a technical aptitude and is able to identify the root cause with customers calls and takes ownership to ensure customer is satisfied with MAC service and products. This position plays a key role in supporting a positive customer experience while reducing support costs by preventing unnecessary requests for service appointments. Responsibilities include:

Answer technical service, contractual, alarm and data entry inquiries

Troubleshoot customers alarm system establishing and resolving the root cause of the issue.

Assist customers with new products, billing issues, contracts, etc.

Use follow-up techniques to ensure inquiries are resolved in a timely and accurate manner

Work closely with technicians on troubleshooting signals and technical issues

Arrange service appointments including scheduling, contacting technicians and distributing service tickets

Adhere to all established procedures and controls

Communicate professionally and constructively to provide problem resolution and ensure customer satisfaction and documenting the customer file with detailed notes

Promote customer awareness of services and products that will enhance their stickiness

Commitment to troubleshooting over-the-phone to reduce truck rolls

Meet and exceed service level metrics

Assist with special projects as needed

Self-directed continuous education on industry products and services during non-peak calling periods


Rotating Weekends

Shifts: 12-9 , 1-10, 2-11 EST

Minimum Requirements

1-3 years of Customer Facing or Customer Service Experience

High level of customer focus and relationship building

Windows 10 based Computer - NO Macbook or Chromebook

Highspeed internet

Excellent listening skills

Positive, Pleasant, and Professional communication skills

Proficient with MS word and Outlook

Need to sit in one of these states: : PA, NJ, DE, MD, TX, FL, AL, OH, GA & WA

Desired Skills

Technical Troubleshoot experience desired

Industry experience preferred