Technical Support Agent

Overview

Our 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 least six (6) months of customer service experience is required.
• Experience troubleshooting technical devices and technical knowledge are preferred.

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.