Technical Support Agent

Overview

🔧 TECH-SAVVY? JOIN OUR NEW ACCOUNT! 🏠🔒

Are you the person everyone calls when technology stops cooperating?

We’re looking for Tier 1 Tech Support Agents to join our team supporting a home security program.

If you can turn “It’s not working!” into “Problem solved!”—we want you. 🚀

APPLY TODAY!

Tier 1 Tech Support Agents are the frontline heroes assisting customers with technical support needs via phone and chat. They will combine attention to detail, critical thinking, and a tech-focused mindset to deliver solutions that inspire confidence and peace of mind.

This role is ideal for individuals passionate about technology, problem-solving, and helping others through empathetic and informed service.

Responsibilities

• Champion Customer Safety: Deliver exceptional phone and/or chat support, achieving first-call resolution while ensuring a seamless customer experience. 

• Troubleshoot with Precision: Apply strong technical skills and keen attention to detail to diagnose and resolve device, system, or connectivity issues. 

• Think Critically: Use sound judgment and analytical thinking to assess problems, identify root causes, and develop clear, actionable solutions. 

• Educate and Empower: Guide customers through system installations, device setup, and troubleshooting steps with patience and clarity. 

• Collaborate and Improve: Partner with cross-functional teams to share insights that enhance processes, tools, and overall customer satisfaction. 

• Stay Tech-Savvy: Keep up-to-date with our products, software updates, and home security innovations to provide informed, cutting-edge support. 

Qualifications

• High School Diploma or Minimum 3 CXC passes, or equivalent qualification.

• At minimum 2 years customer service or technical support experience is required, Experience can be in BPO (preferred), retail, hospitality, healthcare etc.

Required Skills

• Excellent written & verbal communication skills, demonstrated through assessments & conversation.  

• Ability to compose clear, professional, and grammatically accurate case notes, email responses, and documentation updates. 

• Ability to pass a standard typing test (recommended benchmark: 25-35 WPM with high accuracy). 

• Basic understanding of smart devices, mobile apps, and home Wi-Fi routing.  

• Ability to break down technical setup steps into simple, easy-to-understand language. 

• Comfort with technology and ability to provide technical assistance for consumer electronics 

• High patience, empathy, and strong problem-solving skills for handling frustrated callers.