Tech Support Agent
Job Description
Tech support team agents have three job priorities:
answering tech support calls, responding to web chats, and assisting in the quality assurance testing of our web sites and internal software systems.
Tech support team agents make up an important part of our Sales and Service Department. They use their knowledge of our web sites to provide first-class tech support for our IPCs over the phone, by email, and also via web chat. They also assist our Sales Support agents by answering any tech-related questions. They provide assistance to our IPCs in navigating our website, helping them with browser issues, and assisting them in using our web tools. In this way, they have a great opportunity to voice the feedback of our IPCs to our Web Development department. They are also responsible for helping educate our IPC s in using the different web based tools and services that we provide.
Tech support team agents perform quality assurance testing on our web sites. They are responsible for testing our web sites and software updates before launch. They are assigned testing sessions for a project and are required to follow those tests as outlined. They look for any bugs or content issues and report them as tickets using our ticket management system.
Training and incentives are provided to help Tech support team agents succeed with their job and as individuals. Team incentives are focused on learning skills and programming languages that will help them be more proficient as web testers and could possibly lead to a career as a developer. Training topics consist of HTML, CSS, JavaScript, JQuery, and PHP.
Responsibilities
Work with other team members to complete high priority web and software testing projects
Receive tech support inbound calls from IPCs and be the link between the customer and our Web/Software Development teams
Assist other Sales and Service agents with tech-related questions
Respond to any and all tech support emails
Answer web chats
Maintain customer service standards as outlined by our Sales and Service Department
Promote our web products and services when interacting with customers
Help educate/train customers in how to use the web based services and tools we provide
Attend weekly training meetings and apply training received
Perform quality assurance testing on all of our web products before and after launch
Qualifications
Requires High School Diploma plus 1-2 year s work experience
Some college is preferred
Requires strong computer and typing skills
Requires basic understanding of current web technology
o Most used web browsers (Google Chrome, Mozilla Firefox, Internet Explorer, Edge, etc.)
o Web browsing via mobile devices (tablets, smartphones)
o Common social media platforms (Facebook, Twitter, Youtube, etc.)
Must have strong multi-tasking and organizational skills
o Responding to multiple web chats
o Prioritizing web testing projects
o Handling tech support requests
Must have strong written and verbal communication skills
Must be able to explain tech issues simply and patiently to customers
Strong email etiquette is required
Must be a team player and have a desire to learn
Must have a positive attitude
Must be able to sit or stand at a desk throughout shift
Call center or customer service experience preferred
Prior experience with HTML, CSS, or JavaScript a plusEstimated Salary: $20 to $28 per hour based on qualifications.
Tech support team agents have three job priorities:
answering tech support calls, responding to web chats, and assisting in the quality assurance testing of our web sites and internal software systems.
Tech support team agents make up an important part of our Sales and Service Department. They use their knowledge of our web sites to provide first-class tech support for our IPCs over the phone, by email, and also via web chat. They also assist our Sales Support agents by answering any tech-related questions. They provide assistance to our IPCs in navigating our website, helping them with browser issues, and assisting them in using our web tools. In this way, they have a great opportunity to voice the feedback of our IPCs to our Web Development department. They are also responsible for helping educate our IPC s in using the different web based tools and services that we provide.
Tech support team agents perform quality assurance testing on our web sites. They are responsible for testing our web sites and software updates before launch. They are assigned testing sessions for a project and are required to follow those tests as outlined. They look for any bugs or content issues and report them as tickets using our ticket management system.
Training and incentives are provided to help Tech support team agents succeed with their job and as individuals. Team incentives are focused on learning skills and programming languages that will help them be more proficient as web testers and could possibly lead to a career as a developer. Training topics consist of HTML, CSS, JavaScript, JQuery, and PHP.
Responsibilities
Work with other team members to complete high priority web and software testing projects
Receive tech support inbound calls from IPCs and be the link between the customer and our Web/Software Development teams
Assist other Sales and Service agents with tech-related questions
Respond to any and all tech support emails
Answer web chats
Maintain customer service standards as outlined by our Sales and Service Department
Promote our web products and services when interacting with customers
Help educate/train customers in how to use the web based services and tools we provide
Attend weekly training meetings and apply training received
Perform quality assurance testing on all of our web products before and after launch
Qualifications
Requires High School Diploma plus 1-2 year s work experience
Some college is preferred
Requires strong computer and typing skills
Requires basic understanding of current web technology
o Most used web browsers (Google Chrome, Mozilla Firefox, Internet Explorer, Edge, etc.)
o Web browsing via mobile devices (tablets, smartphones)
o Common social media platforms (Facebook, Twitter, Youtube, etc.)
Must have strong multi-tasking and organizational skills
o Responding to multiple web chats
o Prioritizing web testing projects
o Handling tech support requests
Must have strong written and verbal communication skills
Must be able to explain tech issues simply and patiently to customers
Strong email etiquette is required
Must be a team player and have a desire to learn
Must have a positive attitude
Must be able to sit or stand at a desk throughout shift
Call center or customer service experience preferred
Prior experience with HTML, CSS, or JavaScript a plusEstimated Salary: $20 to $28 per hour based on qualifications.
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