Role Overview

As a Technology Technical Support Specialist, you will serve as a primary point of contact for our clients, managing inbound and outbound communications with professional excellence. Utilizing a suite of web-based tools, you will efficiently resolve inquiries to ensure a seamless and positive customer experience. This role is ideal for individuals passionate about service delivery in a high-velocity environment.

Your Responsibilities

As a Technical Support Representative, you will be responsible for finding innovative ways to respond to varying questions, issues, and concerns:

Provide front line, first level, technical assistance for consumers.
Support client-specific high-speed internet services, delivering an exceptional customer experience.
Resolve technical problems within a fast-paced, customer-facing environment.
Troubleshoot and assist with client service and/or device-specific issues, including internet connectivity and performance.
Deliver in-scope support for internet service and connectivity-related issues pertaining to operating systems, PCs, and browser configuration.
Demonstrate advanced product knowledge and the ability to solve customer issues.
Resolve customer issues on the first call as frequently as possible.
Open and manage a trouble ticket system for user issues, data networks, and OS issues.
Maintain a patient, courteous, and friendly demeanor at all times.
Demonstrate a positive attitude.
Address and solve technical problems in a timely manner and complete all work assignments within expected time frames.
Adhere to all work schedule assignments.
Abide by and support management directives and adhere to all TP policies.

Qualifications

Over 18 years of age.
HS Diploma or equivalent.
Comfort with desktop computer systems.
Proven oral and written communication skills.
Familiarity with personal computers, operating systems, software, and computer terminology.
Demonstrated problem-solving skills.
Ability to work independently and multi-task.

Key Competencies

Process Excellence: Demonstrate commitment to following established procedures and be customer service driven.
Collaboration: Proven ability to collaborate effectively with team members, supervisors, and support departments.
Communication: Outstanding communication, listening, and analytical skills.
Organizational Skills: Strong organizational and problem-solving skills.
Emotional Intelligence: Ability to prioritize tasks and work well under pressure.
Open-Mindedness: Open-minded approach to feedback, evolving policies, and working within a structured schedule.
Critical Thinking: Sharp critical thinking skills for quick analysis and informed decision-making.
Solution-Oriented: Proactive approach to problem-solving with a focus on positive customer experiences.

Work from Home Requirements

Internet: A dedicated workspace located near your router to support a hardwired Ethernet connection (minimum 25 Mbps download/10 Mbps upload, ISP under 30ms).
Restrictions: Internet connections cannot be Satellite, Mobile Data (5G, 4G, 3G hotspots), P2P, or VPN.
Verification: Proof of internet speed is required.

About TP

TP is a leading global provider of digital business services. We partner with the world's most prominent brands to optimize operations through advanced technology and sustainable business practices.

Benefits

Comprehensive health benefits (medical, vision, and dental).
Mental health resources, including Employment Assistance Programs and health/personal time off.
Financial tools: 401(K) plans, life insurance, supplemental medical, critical care, pet insurance, and retailer discounts.

Application Information

Application Deadline: Ongoing until positions are filled.

To apply, please visit the TP Careers site at https://www.tp.com/en-us/careers.

Eligible States: AR, AZ, DE, FL, GA, IA, ID, IL, IN, KS, KY, LA, MD, ME, MI, MN, MO, MT, NC, ND, NE, NJ, NM, NV, OH, OK, PA, RI, SC, SD, TN, TX, UT, VA, WI, WV, WY.

TP is an Equal Opportunity Employer. If you require reasonable accommodation, please contact us at 877-877-3944 or here.

Remote -Technology Tech & Sales Support

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