Technical Support Agent II

Role Overview

This full-time role combines customer service, problem-solving, and basic technical support for customers across the systems we support. It requires at least one year of technical support experience in a call center or busy help desk environment. Success comes from being dependable, communicating clearly, handling sensitive information with care, and taking ownership of accurate, high-quality support.

Location

This is a 100% remote role. However, applicants must reside in the contiguous United States. We cannot hire applicants who reside in California or plan to relocate there.

Schedule

Eight-hour shifts may be scheduled anytime within our operating hours: Monday through Sunday, 4:00 a.m. to 9:00 p.m. Pacific.

What You'll Do

• Answer inbound calls, assess customer needs, and troubleshoot password issues, printer TCP/IP settings, software configurations and hardware or software connectivity.
• Document interactions, troubleshooting steps, and resolutions in the designated ticketing system promptly and accurately.
• Monitor and follow up on open tickets to meet established service-level agreements (SLAs).
• Coordinate with teammates and make outbound calls as needed to move issues toward resolution.
• Protect sensitive customer information and follow company security procedures.

What We Offer

• Affordable, comprehensive medical, dental, and vision coverage for you and your dependents.
• A retirement plan with company matching contributions after six months of employment.