Job description

LogicomUSA is an industry leading support company that provides end user support services for Businesses and Consumers. By teaming up with the best providers in the telecommunications industry we make sure our customers have the best solutions available. The end result is a simple and secure solution that saves time, money and provides confidence to our customers. Tier 1 Tech Support Technician will work remotely. Must be friendly and outgoing with clients, willing to solve problems and take on responsibility. Equal Opportunity Employer.

Job Responsibilities:

• Tier 1 support with Tier 2 potential.

• Answer inbound tech support calls and make outbound calls to customers as needed.

• Thoroughly troubleshoot, investigate and resolve customers peripheral related problems.

• Keep detailed notes of all work performed on customers peripherals.

• Manage and monitor the ticketing queue ensuring that all customer support requests are handled in a quick, thorough and efficient manner.

• Maintain 90% CSAT (customer satisfaction) and 90% QA (quality assurance) ratings.

• Ensure that all of the customers have an exceptionally positive experience with LogicomUSA.

• Availability to work compressed work week consisting of four (4) ten (10) hour days.

• Work on other ongoing and short-term projects as outlined by management and any additional duties as assigned.

• Adhere to all company policies, procedures, and business ethics codes.

Qualifications:

• Excellent communication, both verbal and written and proficient in English.

• Advanced understanding of computers and networks including troubleshooting and fixing computer and network related problems.

• Ability to manage time and effectively prioritize numerous projects at one time.

• Willingness to solve complicated problems and see projects through to completion.

• Understanding of company products, services and policies.

• Access to a fast-reliable internet network.

• Access to a quiet workplace free of background noise and distractions.

• Windows 10 Computer, webcam, noise cancelling headset.

• Good functioning headset.

Education/Experience:

High School Diploma or equivalent.

1+ years of experience in a technical support role (preferred).

Hours:

Technician will participate in compressed work schedule four (4) days a week 10 hours per work day.

Work Location:

Qualified candidates will work from home or their own desired remote location. LogicomUSA services a client/remote base in the following locations: Alabama, Florida, Georgia, Maryland, Mississippi, New Jersey, North Carolina, Ohio, South Carolina, Tennessee, and Texas. Candidates must reside in the continental US. This position is open to candidates residing outside of New Jersey (but must reside in one of the states listed herewith).

Job Type: Full-time

Pay: $16.00 - $18.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• Day shift
• Night shift
• On call
• Weekend availability

COVID-19 considerations:
Permanent remote work location

Application Question(s):

• Qualified candidates will work from home or their own desired remote location. LogicomUSA services a client/remote base in the following locations: Alabama, Florida, Georgia, Maryland, Mississippi, New Jersey, North Carolina, Ohio, South Carolina, Tennessee, and Texas. Do you currently reside in one of these states listed?

Experience:

• Technical support: 1 year (Preferred)

Work Location: Remote

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