Position Summary: The Call Center Technician provides Tier 1 technical support, assisting customers with website access issues, browser troubleshooting, camera and audio setup, and other basic technical problems. This role demands excellent communication skills, a strong understanding of IT basics, and a commitment to customer satisfaction. This role supports daytime business hours in the US, which will align with overnight hours in the Philippines.

Key Responsibilities:

Answer inbound calls, emails, and chat requests promptly and professionally, ensuring a positive customer experience.
Troubleshoot and resolve technical issues related to website access, browser functionality, peripheral device configuration, and general IT inquiries.
Provide clear, step-by-step guidance to customers to resolve their issues, ensuring a high first-call resolution rate.
Maintain accurate and detailed records of customer interactions, resolutions, and follow-ups in the CRM system.
Participate in ongoing training and development sessions to stay updated on new technologies and troubleshooting techniques.
Meet or exceed performance metrics, including average handle time, customer satisfaction scores, and adherence to schedules.
Identify and escalate recurring technical issues to the PH Lead for further investigation and resolution.

Qualifications:

High school diploma or equivalent; technical certification in IT support or related fields preferred.
Previous experience in technical support or customer service roles, with a focus on troubleshooting browser issues, camera issues, logon and security issues.
Strong communication, analytical, and problem-solving skills.
Familiarity with common web browsers, audio/video configurations, and basic IT concepts are required.
Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
Willingness to work a schedule aligned with daytime US business hours, which correspond to overnight hours in the Philippines.
Must have access to a reliable computer, a headset, and a stable high-speed internet connection suitable for video calls and troubleshooting tasks.

Salary: $1,200 USD per Month

Remote Scouter