Technical Support Representative

We are seeking a Technical Support Representative for a temporary, fully remote position on our call center team. This role provides customer support via phone, chat, and email and is scheduled for a 40‑hour work week, with shifts assigned based on business needs. The call center operates Monday through Friday from 5:00 AM to 7:00 PM PT and Saturday through Sunday from 7:00 AM to 3:30 PM PT, including evenings and weekends as required. Any conversion decision will be based on business needs, performance, attendance, and other factors.

What you will do in the position:

Provide inbound technical support to customers via phone, chat, or email

Provide operation, troubleshooting, maintenance, and installation support

Promote and maintain positive customer relations

Follow established call flows, authentication steps, and escalation procedures

Instruct installers and customers in equipment installation, operation, and maintenance of equipment and their responsibilities

Use internal knowledge bases and tools to resolve issues efficiently

Maintain professionalism, empathy, and a calm demeanor during all interactions

Dispatch installers to perform onsite service to customers with problems beyond the scope of telephone troubleshooting

Prepare and accurately document all customer interactions in the database

Identify and make recommendations for product improvement

Provide feedback for improvements of our knowledge base

Required qualifications:

Minimum 1 year customer service experience; technical support or call center experience preferred

Strong troubleshooting and problem-solving skills

Ability to multitask across systems while assisting customers in real time

Professional, empathetic customer service approach

Basic to intermediate computer skills, including OS navigation, browsers, email, and hardware basics

Ability to work a flexible schedule, including evenings, weekends, and holidays as needed

Private workspace and strong internet connection with wired connectivity capability.

Preferred qualifications:

Experience in a remote call center environment

Experience supporting drive-thru products or customers

Familiarity with D365 or AX