Client Support Technician

Position Summary

The Client Support Technician serves as a primary contact in our call center, delivering exceptional support to dealers and customers via phone, email, and remote desktop tools. This role involves troubleshooting, training clients on software and systems, and collaborating with internal teams to promptly resolve issues.

Primary Responsibilities

• Provide timely technical assistance through inbound calls, emails, and internal communications.
• Educate customers on processes, systems, and proprietary software usage.
• Listen carefully to customer concerns to accurately diagnose issues.
• Offer suggestions to enhance software functionality and quality.
• Guide users through structured problem-solving methods and assess problem nature.
• Install, update, and repair computer hardware and proprietary POS software, including basic Windows and hardware troubleshooting remotely and onsite.
• Support company and customer-facing websites and applications.
• Assist multiple departments with installation, maintenance, and training related to proprietary software and equipment.
• Manage support across various service platforms.
• Complete daily tasks efficiently and within deadlines.
• Implement corrective actions to reduce callbacks.
• Utilize remote desktop tools to address client issues.
• Document detailed client issues and solutions accurately.
• Establish and maintain positive professional relationships with customers.
• Demonstrate professionalism and excellent phone etiquette with every customer interaction.
• Escalate unresolved issues to management or relevant teams promptly.
• Adapt to additional responsibilities as business needs change.
• Occasional travel may be required for remote workers, including attendance at the annual company meeting.

Qualifications

• Minimum of 6 months experience in a technical support capacity; 1-2 years preferred.
• High School Diploma or GED required; candidates holding A+ or Network+ certifications are preferred.
• Fluent English communication skills mandatory.
• Strong understanding of PCs, operating systems, networking components, and applications for efficient troubleshooting.
• Proven logical and systematic problem-solving abilities.
• Previous call center experience is advantageous.
• Experience in helpdesk support, computer repair, or similar fields.
• Excellent interpersonal skills including empathy, patience, attentive listening, and ability to guide users remotely.
• Capability to troubleshoot under pressure and de-escalate upset customers.
• Team-oriented mindset with collaboration ability across departments.
• Excellent organizational skills and diligent follow-up.
• Ability to manage continuous changes in products, policies, and procedures effectively.
• Multitasking proficiency.
• Proficient use of Remote Desktop software.
• Strong expertise in Microsoft operating systems and printer/network troubleshooting.
• Consistent and reliable attendance is essential.
• Critical thinking and advanced troubleshooting skills.
• Flexibility in work schedule.
• Reliable home internet connection with backup options for emergencies.

Work Schedule

Tuesday through Saturday from 2:30 PM to 11:00 PM EST, with Sundays and Mondays off.

Compensation and Benefits

Starting pay is $18.00 per hour, increasing to $18.90 per hour following successful completion of 90 days. Final pay depends on location, skills, and job experience.

• Opportunity to contribute to a fast-growing and innovative company.
• Remote and flexible working arrangements.
• Competitive salary and incentive plans.
• Health, Dental, and Vision insurance coverage.
• Paid vacation and sick leave.
• 401(k) retirement plan.

Equal Opportunity Employer Statement

We embrace diversity and foster an inclusive environment free from discrimination based on protected characteristics such as race, gender, age, disability, and more.