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Technical Support Assistant
THIS POSITION IS ONLY AVAILABLE FOR PUERTO RICO RESIDENTS
JOB DESCRIPTION

The Technical Support Assistant will be the escalation point for customer reported technical issues and responsible for ensuring all customer issues are addressed in a timely and efficient manner. You will be part of an expanding team of competent colleagues within Customer Support spread in Alaska and US Mainland. Our clients serve customers of client companies with services ranging from home improvement centers to business that specializes in financial software.

 

Denali Interactive Communications is an outsourcing company that specializes in problem-solving through customer service management (CX). Based in Anchorage, Alaska, our goal is to offer top-notch customer service through integrated channels, data processing support, technical support, outbound and inbound calling, and training support.

 

The main role of this candidate is to install, configure, and maintain computer network systems running for our company. They are responsible for ensuring that DIC computer network is functioning properly and up to date.

THE DETAILS

Type: IT Support + Customer Service

Work Commitment: 30-hours per week or more

Schedule Structure: Mon- Fri

Work Location: Work-From-Home

Benefits: Employee discounts | Work hours flexibility

Pay Rate: $10.00 per hour

RESPONSABILITIES

  • Perform complete, accurate, and timely entry of information into CRM tool for all incidents/support requests (e.g., gather and document required information from customers)

  • Handle incoming contacts (calls/emails) and provide customers with timely status updates and ongoing communication.

  • Provide general product information and configuration support.

  • Collect relevant technical details to effectively troubleshoot scope of reported issue.

  • Act as On-Call Support or escalation contact in a rotation during evening and weekend hours.

  • Occasionally serve as a liaison and other integration partners to provide transition support as clients migrate from implementation to support.

  • Support in the employ methodical troubleshooting techniques to isolate hardware or operating system related issues.

  • Maintaining and repairing company’s network for errors, malfunctioning peripherals, and help colleagues troubleshoot problems.

  • Required to keep detailed records of our network’s configurations, peripheral specifications, problems and solutions, and more. These records help our company address issues more quickly in the future.

MAIN QUALIFICATIONS  

  • 1-3 years of technical customer service experience

  • Excellent troubleshooting and analytical skills

  • Excellent verbal and written communication skills

  • Ability to manage difficult and stressful customer situations with attention to detail and sense of urgency.

  • Capability to balance and prioritize multiple issues.

  • Proven ability to work independently and remotely.

  • Experience with contact center technologies from leading IP telephony vendors such as Cisco, Avaya, or Nortel (i.e., agent desktop, IP-IVR, instant messaging, workforce management, call recording) is advantageous.

  • Technical degree required.

TECHNICAL REQUIREMENTS

  • Internet speed – download speed 5 MB; upload speed 3 MB, ISP must be highly stable with no packet loss and latency over 100ms, DSL or home WiFi (NO dial-up, and/or Hotspots are allowed), and/or Home Router with wired link to PC​.

  • Denali Interactive Communications will provide the computer equipment.

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