Customer Service Represetative

We are seeking a highly skilled, phone-first Triage Technician who can confidently manage fast-paced inbound support calls. In this role, you will lead customers—often non-technical users and senior citizens—through initial troubleshooting with exceptional call control, patience, and clarity. You will follow established scripts and procedures precisely, maintain customer engagement, and prevent escalations to onsite or local repair shops.

You will work closely with an assisting technician based in the Philippines, who will handle longer remote repair processes once an online session is established. Reliability, punctuality, and strict adherence to company methods are essential.

Requirements

• Answer inbound calls promptly and establish confidence within the first few minutes.
• Follow scripted call flows and guidelines with complete accuracy.
• Guide customers in simple, step-by-step language to initiate remote online sessions as quickly as possible.
• Set a 2–6 hour repair window and transition longer tasks to your Philippine counterpart.
• Perform structured phone walkthroughs for systems that will not load (Windows, macOS), including reaching recovery menus and performing resets or reinstalls when appropriate.
• Retain callers who request onsite or store services by providing clear, effective phone-based solutions.
• Troubleshoot common home-user issues including :
• Boot failures and OS crashes
• No internet or Wi-Fi reconnection
• New computer and printer setups
• Forgotten passwords
• Any issue preventing remote session initiation
• Collaborate closely with the assisting Philippine technician during remote repair sessions.
• After repairs are completed, call customers to verify results in real time and prepare clear, concise documentation.
• Handle billing when needed and confidently upsell support plans or additional services.
• Maintain call control, customer engagement, and strong professionalism throughout each interaction.

Benefits

Minimum Technical and Work Environment Requirements :