L1 Customer Support Agent, TelcoDR (Remote) - $30,000/year USD

Job ID: 4912
Description

Does this sound like you?

  • Your friends and family call you to troubleshoot their technology problems
  • You love learning new things, and the thought of learning new software is exciting
  • You are a puzzle-solver; whether that requires taking things apart to learn how they work or untangling a complex problem, you get to the bottom of it
  • You want to take your technical aptitude and turn it into a career

Welcome to the Customer Support team at TelcoDR! We support a variety of telecommunications software products. We not only have the opportunity to learn, use, and support these products, but we also become deep technical experts who can solve problems no one has seen.

Our best customer support agents are intelligent people who love learning new knowledge. They enjoy using their expertise to solve challenging customer problems. We make weekly investments in our team’s professional development that drives customer satisfaction and agent happiness.

Join our advanced technical support team to see how we’re transforming customer support.

What you will be doing
  • Solving complex customer problems that our AI bot was unable to help them with
  • Asking insightful questions that get to the root cause of the customer’s problem
  • Generating solutions using your product knowledge and our knowledge bases 
  • Spending 25% of your time learning about new products, features, & solutions
What you will NOT be doing
  • Getting bored answering simple questions for the same product each day
  • Working on easy or simple tickets, such as resetting passwords
  • Working alone and avoiding live customer interaction
  • Analyzing, writing, or debugging source code
Key Responsibilities
  • Take ownership of support incidents and use all available resources and knowledge to resolve them
  • Consistently improve the quality of your work by internalizing the feedback and coaching you receive
Candidate Requirements
  • Ability to communicate confidently with tech-savvy customers in fluent English
  • Experience troubleshooting and solving technical problems
  • Customer advocacy, empathy, and keen attention to detail
Nice to have
  • Experience in a technical support role covering enterprise software products
  • Bachelor’s degree in an IT-related field
Apply Now
Details

Salary

$30k/year ($15/hour)

Location

Remote

full-time Job

40 hours/week any timezone

Employment Type

Long-term role

More about this role
More about this role