Tier 1 Support Technician

Remote USA Only Published 4 weeks ago

Company Description

SquareTrade is the fastest growing company of its kind. We’re revolutionizing a $30b industry with service innovation and attention to customer satisfaction. We partner with some of the largest, most sophisticated retailers and carriers in the world (Walmart, Target, Amazon, Costco, and T-Mobile to name a few), consistently win industry awards, have received tens of thousands of 5-star reviews… and we’re just getting started. A member of the Allstate family, SquareTrade has headquarters in San Francisco and London.

Job Description

The Technician I exhibits strong communication skills for remote support using connectivity tools as well as voice support. They must have a general working knowledge of software and operating systems and can provide basic usage instructions to customers. The Technician I must meet all Key Performance Indicator requirements, must be able to follow standard operating practices, and utilize multiple system tools effectively. Must be proficient at multi-tasking, and know when to escalate when necessary.

**This role is a remote based role. **

What You'll Be Doing...

  • Provide remote technical support to SquareTrade customers
  • Acknowledge, evaluate and appropriately handle appointments, calls and emails
  • Identify technical issues by thoroughly examining systems using diagnostic tools
  • Respond promptly to on demand support requests
  • Advise customer of software and hardware options and best practices
  • Offer add-on sales to products and services when appropriate
  • Complete assigned training courses to improve service and learn new products and procedures
  • Consistently meet productivity goals
  • Other duties as assigned by management


You're Our Ideal Candidate If...

  • Extensive knowledge of personal computer hardware, Windows OS, application support, peripherals, and networking.
  • Must be well versed in resolving all common computer problems including viruses, spyware, slow performance, errors, email client set-up, software installation and configuration, wireless networks, and peripheral problems.
  • Ability to communicate technical issues in a manner for non-technical individuals can understand
  • Ability to provide exceptional customer service through verbal and written medium
  • Highly motivated and able to work independently. Take ownership for problems and follow through to resolution.
  • High School Diploma or equivalent
  • 3 years minimum desktop or call center support for all of the standard windows based systems. Previous technical support experience with Mac OS based systems a bonus
  • Certification(s) including but not limited to: MSDT, MCSE, A+, MCP, CCNA, CCNP, Net+
  • Candidates without certification or failing to provide supporting documentation from accredited institute will not be considered for this position.

Home Office Requirements:

  • High Speed Internet access
  • Quiet and private workspace
  • Dedicated Landline line – No VOIP
  • Individuals currently using VOIP (e.g. Bright house, Vonage, Magic Jack) as a service provider cannot be considered due to system incompatibility

Additional Information Some of the benefits of working @Squaretrade include:

  • Not feeling stuck! This team has exposure to many different parts of the business, making transitioning easy...we work on developing careers based on what people enjoy!
  • Competitive salaries, Benefits (Medical, Dental, Vision), Flex PTO, 401k matching
  • Respect for your work-life balance
  • A paid volunteer day to give back to the community The Team: http://www.squaretrade.com/leadership

SquareTrade is an Equal Opportunity Employer

The candidate(s) offered this position will be required to submit to a background check, which includes a drug screen.