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Remote Services Technician

03/16/2019Call Center
Job Location:
, XX
Metro Area:
- Nationwide -
Company Name:
1200 Crossman Ave
Sunnyvale, CA 94089
Website:  Click to Visit
Contact Name:  Matthew Stamper (NASDAQ: SPRT) is a fast paced environment fully committed to providing world-class customer service 24x7. The Remote Services Technician is an entry level role which provides inbound customer service support for basic troubleshooting and resolution of service related problems for high speed internet and wireless gateways. This is an exciting work from home opportunity requiring you to work and engage with others in a virtual environment, while providing our customers with a high quality customer service experience. As a Remote Services Technician you will be fully trained to perform the following duties.

***You must submit an application at the site listed below to be considered for this position***Please review for all open remote positions and hirable locations***

As a member of this best-in-class technology services team you will:

Answer inbound calls and greet customers
Determine scope of customer issue in an effective and professional manner
Manage credit card processing when necessary
Encourage completion of customer survey
Effectively resolve customer issue in a timely manner
Properly document all customer interactions
Adhere to quality standards determined by company and client
Represent company in a professional and ethical manner
Maintain high level of customer satisfaction with focus on first call resolution
Resolve customer requests by investigating problems, developing solutions and
recommend additional products and/or services relevant to assessment of the customer needs.


Excellent written and oral communication skills
Ability to interpret a flow chart to deliver a work process
Ability to learn new technical concepts quickly
Communicate technical directions over the phone to inexperienced computer users
Excellent customer interaction skills
Strong organizational and multitasking skills
Ability to problem-solve
Ability to follow written instructions
Ability to work in a fast paced changing environment
Ability to work in a very structured environment with scheduled rest and meal periods
Type 30 to 40 words per minute

Home network setup and repair including:

Wireless configuration for all operating systems including Windows, iOS, OSx, and Android
Windows network configurations on XP, Vista, 7, 8 and 10
Router configuration
Peripherals set up:
Game consoles
iPads and other tablets
Printer and/or folder sharing
Wireless printers
Customer Service:
Provide world-class customer service, remaining calm and professional while resolving sometimes complex issues
Provide customers with opportunities to enhance his/her product by up-selling when appropriate

Minimum of 1 year experience setting up home networks (or equivalent technical training)
1 year of related experience in a customer service environment
Understanding of wired and wireless home networks using multiple network technologies such as cable modems, routers, printers, etc. (DNS, DHCP, WAN, LAN, TCP/IP, Port Forwarding)
Successfully pass our technical test and complete our interview process
Maintain good attendance
Pass an extensive background check
Experience in the work from home environment is a plus
Must be at least 18 years
Equipment Requirements:

Minimum CPU Speed
2 physical cores @ 2.7 GHz Processor or better
4 physical cores @ 2.2 GHz processor or better
i5 or better processor preferred
Minimum 4Gb RAM
Minimum vertical monitor resolution of 1080 pixels (1920x1080 or higher preferred)
Multiple monitors highly recommended
80 GB, 7200 RPM SATA hard drive or better
Internet connection speeds exceeding 5Mbps down and 1Mbps up
Windows 8.1, 10 including .NET 4.5 with all security patches applied
HTML5 Compliant Web Browser (IE11 or higher, Chrome, etc)
Antivirus Software.
Corded (not wireless) noise canceling USB Headset
Webcam (for I9 Visual Compliance)
Working for

During Training - $9.00 per hour*
After Training - $10.25 per hour**
Testing required
Extra Hours Available
100% Work from Home
Medical, Dental, Vision benefits
401K plan
Paid Time Off
Paid Training
Promotional Opportunities
Employee Stock Purchase Plan
*$8.50 per hour plus $.50 cent per hour for reimbursement

**$9.75 per hour plus $.50 cent per hour for reimbursement is an Equal Opportunity Employer

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