Job Description
Join GlobalTech Solutions as a Remote Customer Support Specialist and transform your home office into a powerhouse of customer excellence! We're hiring talented professionals in Jacksonville, FL, to deliver exceptional support experiences – with all equipment provided at no cost to you.
About the Role: This full-time remote position offers the perfect blend of flexibility and professional growth. As a key member of our support team, you'll resolve complex customer issues while enjoying the comfort of working from home. Our comprehensive equipment package includes a high-performance laptop, dual monitors, noise-canceling headset, and ergonomic accessories.
Why GlobalTech? We're committed to your success with competitive compensation, comprehensive benefits (health/dental/vision), 401(k) matching, and ongoing training. Plus, enjoy our 'work-life harmony' culture with flexible scheduling and paid volunteer time.
Responsibilities
- Resolve customer inquiries via phone, email, and chat channels with 95%+ satisfaction rates
- Diagnose technical issues using remote diagnostic tools and proprietary software
- Document all interactions in CRM systems with detailed resolution notes
- Collaborate with Tier 2 engineers to resolve escalated technical challenges
- Maintain product knowledge through weekly training modules and certification programs
- Proactively identify process improvement opportunities and implement solutions
- Meet KPIs for first-contact resolution (FCR) and average handling time (AHT)
Qualifications
- 2+ years of customer service or technical support experience
- Proficiency with CRM systems (Salesforce preferred) and remote desktop tools
- Exceptional verbal/written communication skills with empathetic approach
- High-speed home internet (minimum 50 Mbps) and dedicated workspace
- Ability to work independently while collaborating in a virtual team environment
- CompTIA A+ or similar technical certification preferred
- Fluent in English with clear accent-free communication