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AI Summary
Tier 1 Tech Support Agent
Location: Work From Home
Employment Type: Full-time, Seasonal, $18/hr
Supporting: Technology Education
About Us
We're the largest minority-owned CX provider, delivering digital-first, people-centered experiences for some of the world's most respected brands. For over 25 years, we've been helping businesses solve their toughest customer experience challenges—and we do it better than anyone else.
As a Top Place to Work, we're serious about creating an environment where people show up as their genuine selves. Which means when you succeed, we all do.
Here's What the Job Really Looks Like
You enjoy helping people and figuring things out. You can listen closely, understand what someone really needs, and guide them to a solution in a way that’s clear and approachable. In this role, you’ll support teachers, administrators, students, and parents using education tools—balancing technical troubleshooting with great customer care. You’re comfortable working through issues step by step, asking the right questions, and finding the best path forward. You stay calm when things get tricky, keep details organized, and make sure every interaction is handled thoughtfully and accurately. You don’t need to come from a formal IT background—what matters most is your ability to communicate well, think critically, and make each experience a positive one while helping improve how we support others over time.
How You'll Make an Impact
- Talks to customers over the phone, email, online chat or social media to resolve their questions or concerns
- Maintains and updates customer information as necessary
- Calmly attempts to resolve and de-escalate any issues
- Escalates calls to supervisor when necessary and appropriate
- Responds to requests for assistance and/or possible processing of credit card authorizations
- Tracks call-related information for auditing and reporting purposes
- Provides feedback reports on call issues related to downtime and/or training issues
- Upsells to customers as necessary
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