About the role

This is a remote position.
Online Tech Support Agent
Department:Customer Service / Technical Support
Reports To:Customer Service Manager / Technical Support Supervisor
Job Overview
As an Online Tech Support Operator, you will be responsible for providing exceptional real-time assistance to customers through a web-based chat platform as well as live call support. Your focus will be on troubleshooting technical issues, answering product-related queries, and ensuring a high level of customer satisfaction.
Responsibilities
Promptly and efficiently handle customer inquiries via live chat as well as live call in support.

Diagnose, troubleshoot, and resolve technical issues related to the company's products or services.

Guide customers through step-by-step solutions in a clear, concise manner.

Offer recommendations for issue resolution and possible product enhancements.

Work closely with other team members, including phone support and email support agents.

Document support interactions in the company's CRM system.

Escalate unresolved issues to the appropriate internal teams.

Meet or exceed key performance indicators, including response time and customer satisfaction ratings.

Stay updated with product knowledge, technical specifications, and company policies.

Qualifications
High school diploma or equivalent; Bachelor's degree in a related field is a plus.

Previous experience in customer service or technical support is preferred in the field of modem, sim line, and Wireless (fixed wireless) Internet Services.

Exceptional written communication skills.

Ability to multitask and manage multiple chat windows and live calls simultaneously.

- Strong problem-solving skills.
Familiarity with CRM systems and chat support software.

A good understanding of computer systems, mobile devices, and other tech products.

Skills
- Customer-centric mindset
- Empathy and active listening
- Technical aptitude
- Time management
- Attention to detail
Work Environment
This job will be performed 100 percent remotely. Flexibility for shift work may be required, including weekends and holidays.
Compensation and Benefits
- Competitive salary
- Performance bonuses
- Opportunities for career advancement

Originally posted on Himalayas

Interview prep

Walk in with sharper answers.

Use this as a quick practice sheet before you speak with the employer.

Role

Technology & IT CRM Customer Service Remote Collaboration SQL remote

Likely questions

Tell us about work you have done that is close to the Tech Support Agent role.
How would you approach your first 30 days at Nomad Internet?
Which of CRM, Customer Service and Remote Collaboration have you used recently, and what did it help you achieve?
Describe a time you solved a problem without waiting to be told exactly what to do.
How do you stay organised and communicate clearly when working remotely?

Prepare before the call

A recent example that proves your experience with CRM, Customer Service and Remote Collaboration.
One short story with a problem, your action, and the result.
Two examples that show the strengths listed on your CV.
A clear reason why this role and company interest you.
Your availability, preferred work style, and salary expectations.

Ask them

What would success look like in the first 90 days?
What are the main problems this hire should help solve?
How does the team give feedback and measure good work?
What does a normal working week look like for this role?

Practice line

I am interested in the Tech Support Agent role because I can bring practical experience in CRM, Customer Service and Remote Collaboration, learn the team quickly, and contribute to the outcomes Nomad Internet needs from this hire.

Tech Support Agent

About the role

Walk in with sharper answers.

Likely questions

Prepare before the call

Ask them

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