Technical Support/Help Desk Details

Technical Support/Help Desk

National Telecommuting Institute, Inc. - Austin, TX

Employment Type : Full-Time

Technical Support Help Desk

We prefer to hire Americans with disabilities to stay in line with our mission! NTI, Inc. prides itself on being a company that places Americans with disabilities and caregivers into remote positions. We have an amazing opportunity with an innovative technology company, who have successfully delivered the highest levels of quality and stability to the end-user.

Candidates residing in AR, KS, MO, IA, NE, and TX can be considered for this position.??If you reside in any other state, you are NOT eligible to be considered for this opening.

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We are looking for candidates that can communicate technical support for Internet, phone, and connectivity issues. If you have a background in IT support, Customer Service, or are simply good with computers - we encourage you to apply, as we could use your help!

Position Summary: ?

The company is a 24/7/365 Technical Support Helpdesk that provides phone-based assistance to business and residential customers. We do not sell anything over the phone, and we primarily assist with inbound calls. The ideal candidate is hard-working, courteous who can provide patient assistance pertaining to technical issues, home networking, and end-user devices.

Employment begins with paid training, and we help you build confidence and experience to be successful in the technology field. This job is temporary with the possibility of becoming permanent. Full-Time status is available for individuals who would like to work 40 hours and are selected for permanent employment. FT employment includes health, dental, and vision insurance offerings, as well as paid vacation, sick time, and holidays.

The pay rate is $13.50 per hour to start and will increase to $15.00 after 90days.

Essential Duties and Responsibilities: ???

• Provide patient, caring assistance to phone and Internet users over the phone.

• Meet expected call metrics while providing quality technical support.

• Display confidence and provide reassurance to users struggling with errors or connectivity problems.

• Other duties as assigned.

Minimum Requirements:

• High school diploma or equivalent

• Typing speed of at least 30 words per minute

• Excellent computer skills including an ability to analyze and troubleshoot common computer and technology issues

• Solid communication skills, both written and verbal

• Strong attention to detail

• Ability to multi-task, prioritize and manage time effectively

• Cooperation and teamwork with peers

• Empathy and patience for customers with technical difficulties

• Must be able to read, write, speak fluently, and understand the English language

• Must be accustomed to primarily speaking English and have a clear and easily understood voice quality

• Ability to meet the home office requirements listed below.

Preferred Requirements:

• 1 or more years of previous Customer Service experience.

• Technical support experience

• Strong computer skills.

Training Requirements:

• Virtual classroom training takes place Tuesday-Saturday for 4 weeks between 12 PM EST and 9 PM EST with an hour for lunch

• Training is Full-Time for these four weeks for both Full-Time and Part-Time applicants.?

• You will enter a shadowing position for approximately 3 weeks after initial training.?

Schedule Requirements:

• ?Full-Time or Part-Time hours are available,

• Part Time hours from 20-25 hours per week

• Full time hours 40 hours per week

• Hours will be scheduled between 6am to Midnight

• Your working shift will also be Tuesdays-Saturdays for the first 5 weeks ?

• After successful completion of training, you will be assigned a permanent shift typically with one weekend day off.

Home Office Requirements:

• ?Windows 8.1, 10, or 11 computer with a webcam (necessary for interviews and training).? The webcam can be internal or external.? Tablets are not compatible with this position.

• ?High speed DSL, Cable or FiOS Internet with a minimum of a 10 Mbps download speed and 1 Mbps upload speed, hard wired to modem or router which is reliable.

• ?A Voice over IP phone will be provided by the company.? Your router will need an available ethernet port for the phone.

• ?A second monitor for your computer is preferred for Desktops but is required for Laptops.

• ?Completely quiet and professional home office, free from noise, distractions and interruption during shift.

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Physical Demands:
While performing the duties of this job, the employee is required to stand; or sit; use hands to finger, handle, or feel objects, and type on a keyboard; reach with hands and arms; balance; speak clearly and?hear; Specific vision abilities required by the job include close vision depth perception, and the ability to adjust focus.

Work Environment: ?
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

EOE Disability/Vets

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status.

Job Types: Full-time, Part-time, Temporary

Pay: $13.50 per hour

Schedule:

• 8 hour shift
• Day shift

Work Location: One location