Position Overview:
We are hiring Work From Home Technical Support Representative's  to assist customers with technical issues related to our Client's products or services. The TSR will troubleshoot problems, provide solutions, and guide customers toward resolution via phone, email, or chat.

Responsibilities:
- Diagnose and resolve customer technical issues accurately and efficiently
- Walk customers through step-by-step troubleshooting processes
- Document technical issues and solutions in the ticketing system
- Escalate complex technical problems to the appropriate team when necessary
- Educate customers on product usage, features, and best practices
- Contribute to the knowledge base and help improve internal support documentation
- Meet or exceed performance metrics related to resolution time, customer satisfaction, and quality

Requirements:
- Minimum of 1 year of relevant technical support experience with a Bachelor's degree OR 3 years of relevant technical support experience with a high school diploma, GED, or certificate program completion
- Strong understanding of computer systems, networking, and software troubleshooting
- Excellent communication and problem-solving skills
- Ability to work independently and within a team environment
- Experience with CRM or ticketing systems is a plus

Work From Home Technical Requirements

Internet & Network
- High-speed internet (Minimum 50 Mbps download / 10 Mbps upload recommended)
- Stable and wired connection preferred (Wi-Fi acceptable if strong and stable)
- No mobile hotspots or unreliable connections allowed during working hours.

Computer / Device
- Desktop or Laptop (no tablets or Chromebooks)
- Minimum 8GB RAM (16GB preferred)
- Processor: Intel i5 or equivalent (i7 or higher preferred for tech support roles)
- Operating System: Windows 10+ or macOS 11+
- Headset & Audio
- USB noise-cancelling headset (for clear communication during calls)
- Built-in or external webcam (for training, team meetings, or client video calls)

Workspace
- Quiet, distraction-free environment
- Professional background or virtual background for video calls
- Desk and ergonomic chair recommended

Software & Tools
Must be able to install and run:
- CRM / Task management software
- Email client (Outlook, Gmail, etc.)
- VoIP / softphone (Zoom, RingCentral, or similar)
- Internal chat/messenger system
- Browser with extensions (Chrome or Firefox recommended)

Security
- Antivirus software installed and active
- No shared computers (must be personal and secure device)
- VPN (for client's with sensitive data)