Technical Support Representative

Requirements

Please view our requirements page for additional information regarding our minimum requirements.

Applicants are required to possess and maintain a computer/workstation and network/internet that meets minimum technical requirements listed below. Please note: If you do not already meet the technical requirements (for example, if your computer doesn't meet the requirements at the time of application), your application may be closed!

PC Requirements

  • Desktop or Laptop PC running an Authentic, Validated, native Windows 7, Windows 8.1, or Windows 10
  • Minimum 2.0 GHz (do not round) base speed, dual core processor, or higher
  • Minimum of 3GB of RAM installed memory
  • A Skype compatible USB headset (Must be USB connection)
  • A single 15″ or larger monitor (multiple monitors will enhance agent experience)
  • A Skype compatible webcam
  • Updated versions of Windows Internet Explorer (version 9, or higher) and Google Chrome
  • We will provide a company-supported and powerful antivirus solution

Network Requirements

  • Cable, DSL, or Fiber Internet connection
  • Minimum of 2.0 Mbps Download
  • Minimum of 1.0 Mbps Upload
  • Direct, Ethernet connection for the computer to the Modem/Router (no wireless is permitted, even on the home network)

Internet Speedtest Instructions

  • Visit www.speedtest.net
  • Click "GO!" in the center of the page
  • Allow the test to run and finish testing your download and upload speeds
  • After the test completes, it should display your results and give you options for sharing results
  • Click the first button under "SHARE THIS RESULT" and copy the first option which is "WEB"
  • This will give you a link that you can paste to other people so they can view the results as well

Typing Test Instructions

  • Visit www.goodtyping.com/test.php
  • Complete the test available on that page (you can attempt it multiple times to get your best score)
  • After you finish, it will display your results
  • Do not generate a certificate
  • Instead, to share the results of your test, copy the full URL from the address bar
  • This will give you a link that you can paste to other people so they can view the results as well

Availability

This is a Work-at-Home position with hours typically limited to 1st shift and 2nd shift and can be Full Time or Part Time. Regular attendance and punctuality is required.

Duties

  • Deliver friendly service and support to customers primarily over inbound calls and/or chats
  • Represent our clients in a positive, professional, and ethical manner while working to exceed customer and company expectations
  • Identify customer needs in conversation to match needs with available products and diplomatically handle interactions with potential customers for additional services
  • Interact with customers to provide, process, and prioritize information in response to inquiries, concerns, and requests about products and services
  • Achieve established upselling goals
  • Obtain customer’s information and maintain appropriate security measures for information
  • Diagnose and resolve technical hardware and software issues involving general internet connectivity troubleshooting, application based email support, as well as wireless and antivirus/firewall configurations in a timely manner
  • Research required information using available resources
  • Follow provided processes and procedures
  • Identify and escalate priority issues per client specifications
  • Accurately process and record call transactions using the designated tracking software
  • Stay current with system information, changes and updates
  • Manage time effectively in order to obtain performance criteria objectives

Qualifications

  • High school diploma or GED or related work experience preferred
  • Six (6) months of previous customer service, technical support, computer networking, help desk support, hospitality, or similar work/volunteer experience preferred
  • Proper phone, chat, and email etiquette with the ability to speak and write clearly and accurately with proper grammar
  • Typing proficiency maintaining proper grammar at 30 WPM or more
  • Effective active listening skills
  • Interest in or experience with light or soft sales
  • Knowledge of relevant software, computer applications, and related equipment or the ability to learn
  • Multitasking capabilities with ability to react quickly in a fast-paced environment
  • Advanced knowledge of computer hardware is a plus
  • Experience with troubleshooting network problems is a plus
  • Understanding of TCP/IP protocols and Internet connectivity is a plus
  • An understanding of customer support standards and processes is a plus
  • Deeper understanding of networking firmware, software, and hardware is a plus
*Note: Exceptions are sometimes made and we train all new employees to ensure they are equipped with the knowledge necessary to fulfill their duties. We don't expect perfection right away, and many items listed here are "preferred" or "a plus", but not a requirement. Take note of the minimum requirements and feel free to apply if you feel that you would be a good fit for this position.

TELENETWORK IS PROUD TO BE AN EQUAL OPPORTUNITY EMPLOYER. VETERANS ARE WELCOMED AND ENCOURAGED TO APPLY!

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.