Technical Support Representative

The Technical Support Representative will be an integral part of our client's support team--offering expert assistance for a wide range of technical issues to English-speaking clients over the phone and through remote access and tech support tools. The ideal candidate will have a strong background in BPO call center inbound phone calls from English-speaking clients, and extensive experience with troubleshooting both Apple Macbook and Windows PC environments.

• →Over-the-phone troubleshooting, diagnosing, and repairing via remote access on complex technical issues involving Mac and Windows-based systems.
• →Address slow computer performance, operating system reinstallation, Mac recovery, PC reset, malware and virus removal, driver updates, and email-related problems, especially with Microsoft Outlook.
• →Troubleshoot hardware issues including hard drives, RAM, and power supplies.
• →Resolve network and internet issues, browser problems with Google Chrome, and PC game crashes.
• →Set up and troubleshoot printers on WiFi connections and resolve printer driver issues.
• →Provide timely solutions, document issues effectively, and conduct thorough follow-ups with customers.
• →Utilize sales skills to upsell support packages post-service resolution.
• →Maintain organization, punctuality, and reliability as core professional attributes.

• Proficient in troubleshooting Mac and Windows operating systems.
• Skilled in resolving a broad spectrum of technical issues.
• Strong sales acumen with experience in upselling products and services.
• Excellent communication and documentation skills.
• Proven track record of dependability and adherence to schedules.
• Ability to work full-time hours with availability on weekends.

• Internet Connection:
• Primary internet connection with a minimum speed of 15 Mbps.
• Backup internet connection with at least 10 Mbps.
• Backup connection must be capable of supporting work during a power outage.

• Primary Device:
• Desktop or laptop equipped with at least:
• Intel Core i5 (8th generation or newer), Intel Core i3 (10th generation or newer), AMD Ryzen 5, or an equivalent processor.
• A minimum of 8 GB RAM.

• Backup Device:
• Must meet or exceed the performance of an Intel Core i3 processor.
• Must be functional during power interruptions.

• Peripherals and Workspace:
• A functioning webcam.
• A noise-canceling USB headset.
• A quiet, dedicated home office space.
• A smartphone for communication and verification purposes.