A Remote Associate Technical Support Analyst is a tech savvy professional who troubleshoots customer issues and provides assistance from a home office or another remote location. They are the frontline for companies, working remotely to resolve a wide range of technical problems. These issues can involve software, hardware, or even user error.
The day to day tasks of a Remote Associate Technical Support Analyst can vary depending on the company and industry they work for. However, some core responsibilities are common across most positions. One key function is providing technical support via phone, email, or chat. This involves actively listening to customers to understand their problems, diagnosing the root cause and then guiding them through solutions.
Excellent communication and problem solving skills are essential for Remote Associate Technical Support Analysts. They need to clearly explain technical concepts to customers in a way that is easy to understand, even for those with no technical background. Additionally, they must be adept at thinking critically and creatively to identify solutions that work for each unique situation.
Remote Associate Technical Support Analysts also leverage a variety of resources to resolve customer issues. They may consult knowledge bases, internal wikis, or collaborate with senior technicians to find the best course of action. Furthermore, staying up to date on the latest technologies and software is crucial, as customer inquiries often involve new products and updates.
Beyond troubleshooting, Remote Associate Technical Support Analysts may also document customer interactions and track issue resolution. This data is valuable for identifying trends, improving internal processes and ensuring quality customer service. In some cases, they may even proactively reach out to customers to gather feedback or troubleshoot potential problems.
Working remotely offers flexibility and a work life balance, but it also requires strong time management and self motivation. Remote Associate Technical Support Analysts typically work set schedules, but they may also need to be available for occasional overtime or after hours support depending on the company’s needs. Overall, this role is a great entry point for those who enjoy helping others and possess a passion for technology.
Are you someone who enjoys breaking down technical challenges into manageable parts? Do you possess exceptional customer service and teamwork abilities? Are you intrigued by the prospect of joining a team that consists of a diverse group of technical support professionals who are dedicated to supporting home and small business tools, applications and devices? If this description resonates with you, we have an opportunity that might catch your interest.
Please note that this job posting is for a future opening.
Job Details
- Starting Pay: $18/hr.
- Remote: Work from home
- Job Type: Full time
- Hours of Operation: 24/7, 365 days a year. The 40 hour work week schedule falls within these hours and may vary based on business requirements. Work schedules are typically set for several months but are subject to change. Periodic shift bids determine work schedules. Candidates must have a reasonable degree of schedule availability and flexibility to accommodate varying schedules throughout the year.
What Sets Us Apart
- Immediate medical benefits
- Competitive compensation and retirement programs
- Generous paid time off
- Tuition reimbursement available after 6 months
Responsibilities
As a Technical Support Analyst, your responsibilities will include:
- Providing high quality technical support to diagnose and resolve support incidents reported by external customers.
- Troubleshooting and resolving complex issues across various devices such as PCs, laptops, Apple computers, tablets, printers, wireless and POE security cameras, mobile phones and other personal and business devices.
- Delivering excellent customer service and taking ownership of technical support issues.
- Thriving in a dynamic, collaborative environment with high energy levels.
- Offering timely and efficient responses and setting appropriate expectations.
- Acting as the customer’s advocate, showcasing expertise in support processes, including escalations, complex issue resolution and customer retention.
- Performing other job related duties as directed by management to meet business objectives.
Requirements
To be eligible for this position, you must meet the following criteria:
- 6 months of experience in customer service, troubleshooting, analytics and problem solving.
- Strong expertise and working knowledge in one or more technical specialty areas, such as PC Support (MS Windows, MS Office, Apple OS X, home and small business networking/Wi Fi, printers, etc.), Mobile Support (iPhone/iPad/iOS android devices, Kindle/e readers, Fire Tablets) and Smart Devices (voice assistants, smart lights, smart TVs, wearable technologies, etc.).
- High school diploma or GED (post secondary education preferred).
- Typing speed of 30 40 WPM.
Preferred Skills/Experience
While not mandatory, the following skills and experiences would be beneficial:
- Bachelor’s degree (preferred) or Associate’s degree.
- 1 year of experience in a technical support role.
- Technical certifications from organizations like CompTIA A+, Network+, Microsoft, Apple, or other relevant bodies in the technical industry.
- Experience in a support organization providing phone/chat/email based support to customers.
- Strong familiarity with support services tools and applications like CRM, knowledge base, remote diagnostic and monitoring tools, collaboration tools, etc.
- Excellent verbal and written communication skills.
- Experience in writing technical documentation for inclusion in a Knowledge Base.
- Experience in providing training and coaching to customers or internal colleagues.
- Ability to collaborate, interact, cooperate and motivate across different job functions and teams.
- Fluency in English and Spanish (written and verbal) is a plus.
Qualifications
- Candidates must have a reasonable degree of schedule availability and flexibility to work varying schedules throughout the year.
- 6 months of experience in customer service, troubleshooting, analytics and problem solving.
- Strong expertise and working knowledge in one or more technical specialty areas.
- Typing speed of 30 40 WPM.
- 1 year of experience in a technical support role.
- Technical certifications from recognized organizations.
- Experience in a support organization providing phone/chat/email based support.
- Familiarity with support services tools and applications.
- Excellent communication skills.
- Experience in writing technical documentation.
- Experience in providing training and coaching.
- Ability to collaborate across job functions and teams.
Additional Information
- The 40 hour work week schedule will be within the hours of operation and may change based on business needs.
- Work schedules are typically set for several months but may change based on business requirements with periodic shift bids determining work schedules.
Benefits
- Starting Pay: $18/hr
- Remote Work
- Medical benefits from day one
- Competitive compensation and retirement plans
- Generous paid time off
- Tuition reimbursement after 6 months
10 FAQs about Remote Associate Technical Support Analyst
What kind of technical issues do Remote Associate Technical Support Analysts handle?
They deal with a variety of problems, from software installation issues to hardware malfunctions to user errors related to technology.
How do I become a Remote Associate Technical Support Analyst?
While a bachelor’s degree in IT or a related field can be helpful, many companies focus on strong communication and problem solving skills. Certifications relevant to the industry may also be beneficial.
What communication tools do Remote Associate Technical Support Analysts use?
They typically use a combination of phone, email and chat software to interact with customers.
Are there any specific software programs I should be familiar with?
While some companies may require knowledge of specific software suites, a general understanding of computers, operating systems and troubleshooting principles is a strong foundation.
What qualities are important for success in this role?
Excellent communication, patience, problem solving skills and the ability to learn quickly are essential. Patience is key, as customers can get frustrated with technical difficulties.
