Solutions Center Engineer (Work From Home)
Posted by webmaster@craigslist.org on February 8, 2010
Are you the person people call when their computers malfunction? Do you fix their problems so fast and easily? Do you consider yourself really competent at fixing computers, synching printers and smart phones etc? And do you like working from home?Then, this position may be for you...
support.com. (NASDAQ: SPRT) provides online technology services to consumers and small businesses. support.com provides an award-winning customer experience by using an innovative model that combines a cloud-based technology platform with a fully distributed workforce, support.com is defining a new category of technology-enabled services and growing rapidly each year.
support.com is seeking self-motivated individuals to provide expert computer and technology assistance . If you are already helping colleagues and family members to install, troubleshoot, and resolve their technical problems, then consider this opportunity! You will be able to apply the knowledge and experience you have gained in this position.
To qualify for this Work From Home opportunity you would need:
Your PC with minimum 3 GHz processor and 1 GB RAM with 1280x1024 minimum resolution. Minimum OS of Windows XP SP2 with latest security patches applied. Recommend 17 flat screen monitor or greater.
Broadband connection (1 MB down / 384 kbps up)
Meet the requirements of the job description below
Responsibilities:
Perform analysis on customers PC and make product or service recommendations
Supply best in class support to direct consumers on all technology support needs
Use company provided tools to troubleshoot and solve customer technology problems
Maintain high level of customer satisfaction with focus on first call resolution
Identification and removal of Malware and Viruses
As part of the process of providing best-in-class customer satisfaction for the technology services you will also be required to do the following:
Answer calls and greet customer or partner sales representative
Review ticket in customer service tracking application
Determine scope of issue
Confirm customer agreement to pricing and conditions of service
Manage credit card processing
Handle requests for refunds per company policies
Follow through on warranty requests or open issues
Encourage completion of customer survey
Close the incident within recommended service times
Properly document all support calls
Adhere to quality standards set by company
Provide feedback on tool, process, and business improvements
Represent company in a professional and ethical manner
Skills:
Excellent written and oral communication skills, second language a plus
Can communicate technical concepts clearly to customers level of understanding
Excellent customer interaction skills
Very good organizational and multitasking skills
Ability to problem solve and resolve problems creatively
Review SOPs (standard operating procedures) and provide feedback and ideas
Ability to type 30 to 40 words per minute
Qualifications:
Minimum of 1 to 2 years of related experience Job roles in customer service dealing with consumers
Hardware / Software technical support
Troubleshooting Windows XP platform to registry level
Home networks (wire and wireless) using multiple network technologies such as switches, routers, printer, etc...
Networking technologies TCP/IP, DNS, Firewalls
Internet connectivity using cable, DSL, satellite, dial-up
Consumer/business peripherals printers, scanners, fax, MP3 players, digital cameras, cellphones, PDAs
Iternet security in areas of virus and spyware
Courses in technology related fields and customer service. MSDST, A+, HDI Support Center Analyst or other relevant certification a plus.
Please apply TODAY! Click here or visit the careers page on our website at www.support.com Emailed Resumes will NOT be accepted!
http://seattle.craigslist.org/oly/tch/1592121769.html
