Online Technical Support Agent

1 week ago

Atlanta, GA, United States Nomad Internet Full time

At Nomad Internet, we are passionate about providing reliable high-speed internet to rural communities. We understand the challenges that come with poor internet service, and we are dedicated to making a difference. Our innovative solutions, including C-band spectrum and advanced modems, enable most customers to experience speeds between 100-200mbs.

Job Overview: As an Online Technical Support Agent, you will deliver outstanding real-time assistance to our customers through web-based chat, and inbound and outbound calls. Your role will involve troubleshooting technical issues, addressing product inquiries, and ensuring customer satisfaction.

Responsibilities:

  • Manage customer inquiries through live chat and phone calls efficiently and effectively.
  • Diagnose and resolve technical issues related to our products and services.
  • Provide clear and concise step-by-step solutions to customers.
  • Offer insights for issue resolution and recommend potential product enhancements.
  • Collaborate with cross-functional teams, including phone and email support.
  • Document support interactions accurately in our CRM system.
  • Escalate unresolved issues to relevant internal teams.
  • Meet or exceed key performance indicators, including response times and customer satisfaction ratings.
  • Stay updated on product knowledge, technical specifications, and company policies.

Qualifications:

  • High school diploma or equivalent; a Bachelor's degree in a related field is a plus.
  • Prior experience in customer service or technical support is advantageous.
  • Exceptional written and verbal communication skills.
  • Ability to multitask and manage multiple chat windows and calls concurrently.
  • Strong problem-solving skills.
  • Familiarity with CRM systems and chat support software.
  • Understanding of computer systems, mobile devices, and other tech products.
  • Phone and online tech support experience required.

Skills:

  • Customer-centric mindset.
  • Empathy and active listening.
  • Technical aptitude.
  • Effective time management.
  • Meticulous attention to detail.

Work Environment: This position offers flexibility and can be performed remotely or in an office setting. Shift work, including weekends and holidays, may be required.

Compensation and Benefits:

  • Competitive salary.
  • Performance-based bonuses.
  • Opportunities for career advancement.

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