Technical Service Advisor - Remote

Join VXI as a Technical Support Advisor – Work from the comfort of your home!

Are you a natural problem solver with a passion for technology and an innate ability to connect with customers? If so, we are looking for someone like you to join our team as a Technical Support Advisor. You’ll be the friendly voice of our clients and support their customers with smartphones, tablets, and computers. As a Technical Support Advisor, you’ll listen to the caller and use your technical expertise and passion for outstanding customer service to answer questions about products and services or troubleshoot technical issues to find solutions.

What You’ll Be Doing

• Work in a highly structured environment with strict adherence to your assigned full-time schedule taking high-volume inbound calls from customers
• Customer Support: Deliver exceptional customer service by actively listening to customers' concerns, questions, and issues related to their smartphones. Respond promptly and professionally to provide technical solutions and assistance.
• Technical Troubleshooting: Diagnose and resolve hardware and software problems on smartphones including but not limited to network connectivity, software updates, app functionality, and general device performance.
• Issue Resolution: Guide customers through step-by-step troubleshooting processes to identify and resolve technical issues. Escalate complex or unresolved problems to higher-level technical teams if necessary.
• Product Knowledge: Develop and maintain in-depth knowledge of smartphones and associated applications. Stay up to date with the latest features and updates to provide accurate information to customers.
• Call Documentation: Accurately record customer interactions, technical details, and resolutions in the call center's CRM system. Maintain detailed and organized records to ensure effective follow-up and issue tracking.
• Escalation Management: Identify and escalate critical issues, product defects, or recurring problems to appropriate internal teams to facilitate timely solutions and product improvements.
• Customer Education: Empower customers with knowledge by providing tips, best practices, and guidance on using iPhone features and applications effectively.

Operating Hours

Monday – Sunday from 7:00 am – 10:15 pm CST

*** You must be available to work anytime during center operating hours including weekends and holidays ***

Training

3 weeks of in-class paid training and 2 weeks on the phone paid training – all completed from the comfort of your home

The schedule for training is Tuesday - Saturday from 7:00 am – 6:00 pm CST

*** You must be available to attend 100% of your training, no time can be missed ***

What You Bring

• High school diploma or equivalent education.
• Previous experience in a customer support or technical support role, preferably in a call center environment, is desirable.
• Solid technical knowledge of smartphones and associated applications.
• Excellent verbal communication and active listening skills to understand customer concerns and provide clear, concise instructions.
• Patience, empathy, and a customer-centric mindset to deliver top-notch customer experiences.
• Strong problem-solving abilities and the capacity to think on your feet to find effective solutions quickly.
• Ability to multitask, manage time effectively, and adapt to a fast-paced and dynamic work environment.
• Flexibility to work various shifts, including evenings, weekends, and holidays, as call centers often operate around the clock.
• Successful completion of a pre-employment assessment and background check
• Able to meet a minimum typing speed of 40 WPM while talking with customers

Pay/Benefits

• $17.31 per hour
• Daily Pay
• Company-provided equipment
• Full Health Insurance (Medical, Dental, & Vision)
• Fun Work Environment
• Abundant Advancement Opportunities Equal Opportunity Employer: disability/veteran
• Cell phone benefits for employees - $25/month per line for unlimited phone, text and data. restriction may apply
• Referral for Life Program ™- The referee receives a residual bonus every pay period

Is our Work-at-Home Customer Care Representative a great fit for you?

Before you apply, consider the following ….

• You must have a private workspace in your house with a door that closes, where ambient noise (children, pets and other people etc.) cannot be heard or present during work hours.
• You must have an ergonomic desk and chair, and your workspace must allow for the proper installation of your technical equipment.
• Your hardwired internet connection must meet the minimum speed requirements:
  • Minimum download speed 20 Mbps
  • Minimum upload speed 3 Mbps
  • Ping less than 100 ms
• Although the computer is provided if you are hired, you will need a home desktop or laptop computer that is hardwired using an Ethernet connection to complete the typing and internet speed assessments during the application. This is a requirement to be considered for this employment opportunity.
• You are a self-starter who is comfortable in an environment remote from co-workers and managers