Job Description
Launch your IT career with our award-winning remote tech support team! We're seeking motivated individuals with no prior experience to join our Washington, DC-based virtual support center. Enjoy flexible remote work while delivering exceptional customer service to Fortune 500 clients. Our comprehensive training program will equip you with industry certifications in just 12 weeks. Work from anywhere in the continental US with full benefits package including health insurance, 401k matching, and professional development stipends. Join our inclusive culture where 70% of our tech support team started with zero experience!
Responsibilities
- Provide remote technical support via phone, chat, and ticketing systems for enterprise clients
- Troubleshoot hardware/software issues including OS, connectivity, and security protocols
- Document cases in CRM systems with detailed resolution steps
- Escalate complex issues to senior engineers with clear problem documentation
- Conduct remote diagnostics using monitoring tools like SolarWinds and TeamViewer
- Maintain knowledge base articles with updated troubleshooting guides
- Adhere to SLA metrics with 95% first-contact resolution target
Qualifications
- High school diploma or equivalent (college degree preferred)
- Proficiency with Microsoft Office and basic computer navigation
- Excellent written and verbal communication skills
- Ability to work independently with minimal supervision
- Customer service mindset with patience and problem-solving aptitude
- Reliable internet connection (minimum 20 Mbps)
- Willingness to complete paid certification training
- US citizenship or permanent residency required