Customer Service agent

Job Summary

We are seeking a customer-focused Technical Support Representative to provide first-level technical assistance to end users. In this role, you will answer inbound phone calls, troubleshoot common technical issues, and deliver exceptional customer service. This position is fully remote and requires working 8:00 AM – 5:00 PM Central Time.

The ideal candidate will have experience supporting customers in a professional environment, strong troubleshooting skills, and the ability to resolve basic technical issues or escalate more complex problems when necessary.

Key Responsibilities

• Answer inbound calls from users seeking technical assistance.
• Diagnose and resolve basic technical issues by guiding users through standard troubleshooting steps.
• Assist users with common issues such as:

• Clearing browser cache and cookies.
• Logging out and logging back into applications.
• Basic browser and application troubleshooting.

• Document customer interactions and issue details accurately.
• Escalate unresolved or complex issues to the appropriate support teams.
• Deliver excellent customer service while maintaining professionalism and empathy.
• Follow established support procedures and service standards.

Required Qualifications

• High school diploma required; Associate''s or Bachelor''s degree preferred.
• 3+ years of experience providing customer service or client support in a professional environment.
• Strong understanding of basic computer technology and troubleshooting techniques.
• Excellent verbal communication and problem-solving skills.
• Proven ability to deliver exceptional customer service.

Preferred Qualifications

• Previous experience in a Technical Support, Help Desk, or Service Desk role.
• Experience with Salesforce is a plus but not required.
• Technical education, training, or industry certifications are a plus.