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Remote Technical Support Agent
2 weeks ago
We are seeking a skilled Remote Technical Support Agent to join our team at Ziff Davis. As a key member of our support organization, you will play a critical role in delivering exceptional customer experiences and ensuring the highest level of technical expertise.
The ideal candidate will possess excellent communication skills, a strong technical background, and the ability to work effectively in a fast-paced environment. If you are a motivated and customer-focused individual with a passion for problem-solving, we encourage you to apply for this exciting opportunity.
Key Responsibilities
As a Remote Technical Support Agent, your primary responsibilities will include:
- Providing technical assistance to customers via phone, email, and live chat
- Engaging with customers through multiple interfaces
- Practicing empathy and positive communication
- Resolving first-level issues by analyzing symptoms, identifying underlying problems, and offering relevant troubleshooting steps or solutions
- Escalating unresolved issues to second-level support
- Monitoring for potential issues
- Participating as an integral member of the shift-based team
- Maintaining up-to-date knowledge of all communication that impacts the organization
- Keeping accurate records of customer interactions
Requirements
To be successful in this role, you will need to demonstrate the following skills and qualifications:
- Patient and customer care focused
- Strong technical skill set including LAN/WAN networking and router configuration
- Knowledgeable of VPN services, Email Servers and Office 365
- 3+ years recent work experience involving technical troubleshooting
- Excellent spoken and written communication skills in English
Benefits
Ziff Davis offers a competitive benefit package, including medical, dental, and vision coverage, as well as opportunities for professional growth and development.
