Technical Response Agent

About the position

The Technical Response Agent role involves providing technical support and customer service to clients, primarily through phone and email communication. The position requires a strong focus on resolving technical issues related to hardware, software, and networking, while ensuring a high level of customer satisfaction. The role is primarily remote after an initial training period, which requires onsite presence.

Responsibilities

• Provide hardware, software, and networking support to customers via phone
• Provide order fulfillment support via email
• Support Travel and Leisure customers via phone and email
• Document customer interactions thoroughly and efficiently while on the phone
• Place orders for replacement parts and dispatch field resources within CRM (Service Max)
• Assist retail employees and consumers to provide an outstanding customer experience
• Work evenings, weekends, and holidays as needed
• Demonstrate dependability and punctuality

Requirements

• High School Diploma or GED Required
• Previous experience with customer service, technical support, or both
• Experience with diagnostic procedures
• Working knowledge of Windows operating systems and PC hardware
• Knowledge of TCP/IP networking
• Excellent written and verbal communication skills
• Empathy in dealing with challenging customer situations

Nice-to-haves

• Experience with Salesforce CRM preferred but not required
• Prior contact center experience preferred but not required
• Familiarity with photography and digital imaging a plus but not required

Benefits

• WEEKLY PAYROLL!!
• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Short-term disability
• Additional voluntary benefits
• EAP program
• Commuter benefits
• 401K plan
• Paid Sick Leave
• Holiday pay
• Access to upskilling courses in Adecco's Aspire Academy