Virtual Support

6 days ago

Charlotte, North Carolina, United States Crossville Tile Full time $45,000 - $55,000 per year

Job Title:
Virtual Support - Customer Services Clerk

Location:
Fully Remote (U.S.-based candidates are preferred and must be able to work Eastern Standard Time hours)

Employment Type:
Full-Time & Part Time

Department:
Customer Support

Job Summary
We are seeking dedicated and empathetic Remote Support/Customer Service Agents to join the growing team. In this role, one will provide extraordinary customer service assistance to clients via telephone, e-mail, chat, and remote desktop tools. Our ideal candidate is very tech-savvy, patient, and knowledgeable during the process of troubleshooting and correcting issues while maintaining a positive user experience. For this position, you have the utmost freedom of working remotely and an exciting opportunity for career growth in the realm of customer success.

Key Responsibilities

    • Respond to customer inquiries and resolve technical issues involving software applications, hardware installations, and account management.
    • Provide step-by-step instructions for troubleshooting problems via remote access tools (TeamViewer, Zoom, et al.) for quick identification and resolution.
    • Log all interactions into the CRM system (e.g., Zendesk, Salesforce), allowing proper tracking and follow-up endeavors.
    • Forward more complex problems to either senior support or engineering teams.
    • Keep customer satisfaction levels high by providing friendly, courteous, and professional support in a timely manner.
    • Complete ongoing training activities to stay current with product features and support practices.
    • Work together with other team members during shift handovers to ensure full shift coverage.

Qualifications And Requirements

    • High school diploma or equivalent; associate's or bachelor's degree in IT, computer science, or a related field preferred.
    • 1-2 years of experience in customer support, help desk, or technical support roles (entry-level candidates with great communication skills are encouraged to apply).
    • Have working knowledge of common operating systems--Windows and macOS--and networking basics with good problem solving capability.
    • Outstanding verbal and written communication skills; can explain technical topics to laypersons.
    • Able to use standard support tools, such as ticketing systems, remote desktop software, and collaboration platforms (e.g., Slack, Microsoft Teams).
    • Strong problem-solving skills and a customer-first spirit.
    • Must have a reliable high-speed internet connection (minimum 50 Mbps download/upload), quiet workspace, and dedicated computer setup.
    • Able to work flexible shifts, which sometimes include evenings or weekends as needed.

Compensation And Benefits

  • $45,000-$55,000 per annum, depending on experience and performance (includes base pay plus performance bonuses).
  • Pay: $22 to $26 per hour paid (equal to full-time salary); overtime paid at 1.5 times hourly rate for hours exceeding 40 per week.
  • Comprehensive benefits package: health, dental, and vision insurance; 401(k) with company match; paid time off (15 days vacation + holidays); remote work stipend for home office setup.
  • Opportunities for professional development, including reimbursement for IT support certificates (i.e., CompTIA A+).

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