Job Summary

Scalesforth is seeking a motivated and skilled Technical Customer Service Representative to join our dynamic remote team. In this role, you will serve as the first point of contact for customers seeking technical assistance, providing solutions, troubleshooting, and ensuring high customer satisfaction. This position requires a strong technical aptitude, excellent communication skills, and the ability to resolve issues efficiently while providing an exceptional customer experience.

Key Responsibilities

• Respond promptly and professionally to customer inquiries via phone, email, and chat regarding technical issues.
• Troubleshoot hardware and software issues, guiding customers through step-by-step solutions.
• Provide detailed explanations of technical processes and ensure customers understand the solutions.
• Log and track issues in the companys ticketing system, ensuring clear documentation of all customer interactions.
• Collaborate with technical teams to escalate unresolved issues and ensure timely resolutions.
• Maintain up-to-date knowledge of product features and technical updates to provide accurate guidance.
• Assist with product installations, configuration, and updates, offering expert advice to improve product usage.
• Continuously strive for customer satisfaction by providing efficient, clear, and friendly support.

Required Skills and Qualifications

• High school diploma or equivalent; a degree in Computer Science, Information Technology, or a related field is a plus.
• Proven experience in technical support or customer service, preferably in a remote environment.
• Strong understanding of technical concepts and troubleshooting techniques.
• Proficient in using CRM software, ticketing systems, and Microsoft Office Suite.
• Excellent verbal and written communication skills with the ability to explain complex technical concepts in a clear, user-friendly manner.
• Problem-solving mindset with the ability to manage multiple customer queries simultaneously.
• Patience, empathy, and a customer-centric approach to problem resolution.
• Ability to work independently in a remote environment while maintaining strong team collaboration.

Experience

• Minimum of 1-2 years of experience in a technical customer service or support role.
• Experience troubleshooting common hardware and software issues (e.g., network problems, operating system errors, etc.).
• Previous experience in a remote work environment is a plus.

Working Hours

• Full-time, 40 hours per week.
• Flexible working hours, including evenings and weekends as required to support customer needs.
• Must be available to work in shifts based on business requirements.

Knowledge, Skills, and Abilities

• Strong analytical and problem-solving skills.
• Ability to learn new technologies quickly and apply them to troubleshooting processes.
• Excellent time management skills with the ability to prioritize tasks effectively.
• Ability to maintain composure in stressful situations and offer solutions in a calm and professional manner.
• Detail-oriented, organized, and capable of managing several customer cases simultaneously.

Benefits

• Competitive salary and performance-based bonuses.
• Health, dental, and vision insurance packages.
• 401(k) retirement plan with company match.
• Paid time off (PTO) and holidays.
• Ongoing training and development opportunities to help you advance in your career.
• Remote work flexibility and a collaborative, supportive team culture.
• Access to various employee wellness programs and resources.

Why Join Scalesforth?

At Scalesforth, we believe in creating an inclusive, collaborative, and growth-oriented work environment. Joining our remote team means you will be part of a forward-thinking company that values innovation, technical expertise, and customer satisfaction. We are committed to providing our employees with the tools and opportunities to succeed, offering competitive compensation and benefits to support your career and personal well-being.

If you are passionate about technology and providing exceptional customer service, Scalesforth is the perfect place for you to grow your career.

How to Apply

Interested candidates are encouraged to apply by submitting their resume and a cover letter detailing their relevant experience and technical skills to us. In your cover letter, please explain why you are the ideal fit for this remote role and how your technical expertise aligns with the responsibilities outlined.

Scalesforth is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.