North Carolina,Indiana,Wyoming,Oklahoma,Tennessee,Alabama,Arkansas,South Carolina,
Utah,Nebraska,Missouri,Wisconsin,Nevada,USA,Kentucky,Kansas,Florida,Pennsylvania,IoaMississippi,Texas,Illinois,New Hampshire, Louisiana, Ohio, Georgia, Virginia, Idaho,100% remote
Additional Posting LocationsPhilippines,India,Philippines,LATAM,Mexico,India,Mexico
Support.com, Inc. is a leading provider of customer and tech support solutions and security software with a global network of home-based experts. For more than twenty years, the company has achieved stellar results for global enterprise clients, leading businesses, and consumers with our homesourcing℠ model and tech support expertise.
As a remote workforce native, we have spent years tailoring our processes, platforms, and culture to enable secure, flexible solutions. Read employee reviews here
Responsibilities (Including, but not limited to)
Skills
Excellent written and oral communication skills
Strong desire to HELP
Ability to interpret a flow chart to deliver a work process
Ability to learn new technical concepts quickly
Communicate technical directions over the phone to inexperienced computer users
Excellent customer interaction skills
Strong organizational and multitasking skills
Ability to problem-solve
Ability to follow written instructions
Ability to work in a fast-paced changing environment
Ability to work in a very structured environment with scheduled rest and meal periods
Type 30+ words per minute
Sales ability to close a sale.
Qualifications:
1 year of related experience in a customer service environment
Must be willing to HELP customers
Demonstrated good attendance with the previous employer(s)
Ability and desire to overcome customer objections
Ability to follow guided paths to solve customer questions/concerns
Must complete a pre-hire drug screen and background check
Experience in the work from home environment is a plus
Must be at least 18 years
Minimum CPU Speed:
2 Physical cores @ 2.7 GHz Processor or better
4 Physical cores @ 2.2 GHz processor or better
Minimum 4Gb RAM
Minimum vertical monitor resolution of 1080 pixels (1920x1080 or higher preferred)
Multiple monitors required
250 GB, 7200 RPM SATA hard drive or better
Internet connection speeds exceeding 10Mbps down and 2Mbps up
Satellite and/or Cellular connections (3g/4g) are not allowed
Windows 8 or higher including .NET 4.7 with all security patches applied
HTML5 Compliant Web Browser (IE11 or higher, Chrome, etc)
Antivirus Software.
Corded (Not wireless) noise-canceling USB Headset
Webcam
Mouse must be external
Landline or cell phone.
Responsibilities (Including, but not limited to)
The Customer Service Expert will handle the following call types (all inbound): Provider Eligibility and Benefits (E&B) for all lines of business including Individual Family Business (IFB), Commercial, and Government.
Responsible for providing exceptional customer service, while answering incoming provider telephone inquiries in a manner that is always respectful and courteous
Provide timely and accurate Eligibility & Benefits information to basic incoming provider calls.
Ability to communicate a clear, concise message, both written and verbal (proper use of grammar, punctuation, and spelling)
Provide timely feedback to the company regarding customer service failures and/or customer concerns
Proficient use of systems to respond to customer inquiries and requests adhering to defined customer service standards
Meet or exceed all quality and performance goals
Required knowledge of multiple products and ability to deepen or retain relationships through service
Perform in adherence to Client’s core values including but not limited to privacy, confidentiality, and proprietary company policies and procedures (i.e. HIPAA)
Responsible for reviewing educational notifications and remaining current on procedural changes
Participate in any/all training and educational activities necessary to fulfill at least the minimum requirements as specified within departmental goals As required by changing business needs, complete additional responsibilities, as assigned
Experience and Skills
Ability to establish and maintain effective working relationships with payer representatives, members, and the public
Ability to read, understand and follow oral and written instructions in English
Excellent verbal/written communication skills
Ability to multi-task and accurately process high volumes of work with high level of accuracy
Working knowledge of Windows-based applications, including Outlook and Word, and ability to learn key CRM and telephony applications
Documentation skills Minimum of six months experience in medical Eligibility & Benefits or related healthcare field All potential hires must have a quiet workspace, minimum of 10 MBPS internet speed
As a member of this best-in-class technology services team you will:
Answer inbound calls and greet customers
Determine the scope of customer issue in an effective and professional manner
Manage credit card processing when necessary
Encourage completion of customer survey
Effectively resolve customer issues in a timely manner
Properly document all customer interactions
Adhere to quality standards determined by the company and client
Represent the company in a professional and ethical manner
Maintain a high level of customer satisfaction with a focus on first call resolution
Resolve customer requests by investigating problems, developing solutions and recommend additional products and/or services relevant to the assessment of the customer needs.
Skills:
Excellent written and oral communication skills
Ability to interpret a flow chart to deliver a work process
Ability to learn new technical concepts quickly
Communicate technical directions over the phone to inexperienced computer users
Excellent customer interaction skills
Strong organizational and multitasking skills
Ability to problem-solve
Ability to follow written instructions
Ability to work in a fast-paced changing environment
Ability to work in a very structured environment with scheduled rest and meal periods
Type 30 to 40+ words per minute
Responsibilities:
Provide world-class customer service, remaining calm and professional while resolving sometimes complex issues
Provide customers with opportunities to enhance his/her product by up-selling when appropriate
Use company provided tools and processes to troubleshoot and solve customer technology problems
Identification and removal of malware and viruses
Qualifications:
1 year of related experience in a customer service environment
Hardware / Software technical support
Troubleshooting Windows XP, Vista, 7, 8, 10, and macOS Platforms
Home networks (wired and wireless) using multiple network technologies such as switches, routers, printers, IoT Devices, etc...
Internet connectivity using a cable, DSL, satellite, dial-up
Consumer/business peripherals -- printers, scanners, fax, MP3 players, digital cameras, cellphones, PDAs
Internet security
Successfully pass our technical test and complete our interview process
Maintain good attendance
Must complete a pre-hire drug screen and background check
Experience in the work from home environment is a plus
Must be at least 18 years
Working for Support.com:
$12.00 per hour**
Spanish Speaking Bilingual Differential
Testing required
Extra Hours Available & sometimes required
100% Work from Home
Medical, Dental, Vision benefits
401K plan
Paid Time Off & Floating Holiday Time
Paid Training
Promotional Opportunities
Employee Stock Purchase Plan
Additional Posting Locations, Philippines,India
Experience and Skills
Ability to interact professionally with all levels of business personnel and build strong working relationships.
Well organized, disciplined, and work within a virtual team setting.
Flexible, positive, and well organized.
Excellent interpersonal, oral, and written skills
Excellent communication and relationship-building skills.
Excellent problem solving and analytic skills.
About the Role
Liaise as necessary with external partners and Support.com internal departments.
Maintain and produce technical documents and manuals to assist with IT ServiceDesk support.
Support the roll-out of new applications and creating supporting documents.
Track physical and virtual inventory
Coordinate delivery of physical inventory with Globally dispersed internal departments.
Identify trends in Contact Center Associates’ behavior and helping to develop strategies to address them.
Stay abreast of critical outages and emerging issues that will affect our Business Partners.
Responsibilities (Including, but not limited to)
Available and responsive to inquiries made by our Business Partners, and various internal departments via instant messenger, email, and telephony.
Work closely with the IT Management, Infrastructure, and leadership teams daily to communicate, delegate, and prioritize work.
Provide support for all helpdesk support issues for internal agents via chat, remote, and not limited to calls.
Work in partnership with external partners to onboard internal employees, as necessary.
Troubleshoot issues with all Contact Center systems which include internal SDC and Business Partner Applications.
Track new and equipment replacement and other internal agents' support issues.
Minimum Qualifications & Requirement
BS in computer science (or equivalent work experience) with a minimum of 4 or more years of technical support experience in the Microsoft OS environment.
Must be familiar with Microsoft desktop operating systems, upgrades, Active Directory, remote troubleshooting of desktops, networking, software usage, and licensing.
Desktop and network management, deployment, and tracking tools.
Sound knowledge of help desk and management software.
Must be familiar with VPN, networking, and VOIP protocols.
Previous experience in IT level 1 support is an asset.
Extensive experience in ticketing systems is an asset.
Must be able to articulate systems issues & problems clearly to non-systems users.
Must have a vertical monitor resolution of 1024 pixels (1920x1080 or higher preferred)
Must have Internet connection speeds exceeding 10Mbps down and 2Mbps up..
Additional Posting Locations, Philippines, LATAM, India
About the Role
Liaise as necessary with external partners and SDC internal departments.
Maintain and produce technical documents and manuals for IT ServiceDesk support.
Support the roll-out of new applications and creating supporting documents.
Assist internal experts and outsourcers with connecting to the partner networks and security systems.
Identify trends in Contact Center Associates’ behavior and helping to develop strategies to address them.
Stay abreast of critical outages and emerging issues that will affect our partners.
Responsibilities (Including, but not limited to)
Available and responsive to inquiries made by our Business Partners, and various internal departments via instant messenger, email, and telephony.
Work closely with the IT Management, Infrastructure, and leadership teams daily to communicate, delegate, and prioritize work.
Provide first and second-level support for all helpdesk support issues for internal agents via chat, remote, and not limited to calls.
Work in partnership with external partners to onboard internal employees as necessary.
Troubleshoot issues with all Contact Center systems which include internal SDC and Business Partner Applications.
Troubleshoot Cisco VPN and Partner application install issues.
Resolve password issues, equipment replacement, and other internal agent support issues.
Experience and Skills
Ability to interact professionally with all levels of business personnel and build strong working relationships.
Well organized, disciplined, and work within a team setting.
Flexible, positive, and organized.
Excellent interpersonal, oral, and written skills
Excellent communication and relationship-building skills n
Excellent problem solving and analytic skills
Minimum Qualifications & Requirement
BS in computer science (or equivalent work experience) with a minimum of 4 or more years of technical support experience in the Microsoft OS environment.
Must be familiar with Microsoft desktop operating systems, upgrades, Active Directory, remote troubleshooting of desktops, networking, software usage, and licensing.
Desktop and network management, deployment, and tracking tools.
Sound knowledge of help desk and management software.
Must be familiar with VPN, networking, and VOIP protocols
Previous experience in IT Level 1 support is an asset.
Extensive experience in ticketing systems is an asset
Must be able to articulate systems issues & problems clearly to non-systems users
Must have a vertical monitor resolution of 1024 pixels (1920x1080 or higher preferred)
Must have Internet connection speeds exceeding 10Mbps down and 2Mbps up.
Minimum 8Gb RAM
Two or more monitors highly recommended
Windows 10
HTML5 Compliant Web Browser (IE11 or higher, Chrome, etc)
Antivirus Software.
Additional Posting Locations-Mexico
Experience and Skills
1 year of related experience in a customer service environment
Hardware / Software technical support
Troubleshooting Windows XP, Vista, 7, 8, 10, and macOS Platforms
Home networks (wired and wireless) using multiple network technologies such as switches, routers, printers, IoT Devices, etc...
Internet connectivity using a cable, DSL, satellite, dial-up
Internet security
Successfully pass our technical test and complete our interview process
Maintain good attendance
Must complete a pre-hire drug screen and background check
Experience in the work from home environment is a plus
Must be at least 18 years
As a member of this best-in-class technology services team you will:
Answer inbound calls and greet customers
Determine the scope of customer issues in an effective and professional manner
Manage credit card processing when necessary
Encourage completion of customer survey
Effectively resolve customer issues in a timely manner
Properly document all customer interactions
Adhere to quality standards determined by the company and client
Represent the company in a professional and ethical manner
Maintain a high level of customer satisfaction with a focus on first call resolution
Resolve customer requests by investigating problems, developing solutions and recommend additional products and/or services relevant to the assessment of the customer needs.
Responsibilities (Including, but not limited to) Provide world-class customer service, remaining calm and professional while resolving sometimes complex issues Provide customers with opportunities to enhance his/her product by up-selling when appropriate Use company provided tools and processes to troubleshoot and solve customer technology problems
Identification and removal of malware and viruses
Minimum Qualifications & Requirement
1 year of related experience in a customer service environment
Hardware / Software technical support
Troubleshooting Windows XP, Vista, 7, 8, 10, and macOS Platforms
Home networks (wired and wireless) using multiple network technologies such as switches, routers, printers, IoT Devices, etc...
Internet connectivity using a cable, DSL, satellite, dial-up
Internet security
Successfully pass our technical test and complete our interview process
Maintain good attendance
Must complete a pre-hire drug screen and background check
Experience in the work from home environment is a plus
Must be at least 18 years
Additional Posting Locations: Philippines, LATAM, Mexico India
Experience and Skills
Human Resource or Recruiting experience preferred.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Proficient personal computer skills including Microsoft Office.
Excellent interpersonal, written, and oral communication skills.
Must be fluent in English, with both oral and written language skills.
Ability to work in a team fostered environment.
Ability to work in a multi-tasked environment.
Minimum Qualifications & Requirement
2+ years in a call center or fast-paced environment.
Human Resource or Recruiting experience preferred
Responsibilities (Including, but not limited to)
Assist with screening and referring qualified applicants for follow-up interviews.
Collaborate with Recruiting Team to post job openings to career boards, newspapers, and other media outlets as well as internally.
Provide information on company operations and career opportunities to outside agencies and potential applicants.
Complete attrition reporting and track employee retention as requested by Recruiting Team.
Support with background checks, follow up with New Hire paperwork, and submit to the responsible area.
Facilitate and coordinate New Hire follow-up to acclimate and transition new employees to include creating reports reflecting employee participation, receiving completed surveys, and logging necessary results.
Aid in the completion of applicant tracking for Affirmative Action compliance as necessary.
Draft and distribute rejection letters to candidates when necessary.
Maintain manager and employee confidence and protect reputations by keeping information confidential.
Knowledge, understanding, and compliance with all applicable Federal and Local laws and regulations.
Knowledge, understanding, and compliance with Support.com policies and procedures.
Maintain knowledge of functional areas and company policies and procedures.
Provide feedback to management concerning possible problems or areas of improvement.
Make recommendations to implement improved processes.
Perform other duties as assigned by management.
Additional Posting Locations, Philipines
About the Role The HR Manager for the Philippines leads and directs the routine functions of the Human Resources (HR) department such as employee relations, compensation, and benefits matters, and related areas. The HR Manager works with senior management on employee relations issues including assisting with facilitating sensitive activities and typically working with multiple departments.
Responsibilities (Including, but not limited to) May supervise staff to include training, evaluating performance, providing compensation recommendations, and determining disciplinary actions when necessary. Manages the implementation and administration of human resources programs within program guidelines; generally, operates with little or no supervision, involves multiple plans, and receives direction on sensitive topics and issues when necessary. Assists with facilitating or may facilitate smaller scope contract negotiations, internal or external investigations, and other sensitive activities. Interprets and applies department policies and procedures and applicable laws, rules, and regulations; ensures compliance with these areas. Performs research projects regarding operational or site programs, serves on project teams and provides recommendations on new or existing operations.
Experience and Skills Six years of progressive human resources experience in a BPO setting, including experience with multiple locations Excellent Communication and Written Skills
Minimum Qualifications & Requirement
Managing broad human resources programs;
Providing consultation and advice on various human resources issues;
Implementing programs, policies, and procedures;
Interpreting and applying department policies and procedures and applicable laws, rules, and regulations;
Responding to and resolving complex employee questions and concerns;
Working with management;
PC skills; Microsoft Office applications (Word, Excel, PowerPoint, Outlook); and other applicable applications;
Communicating with co-workers to provide and receive direct.
Also available in India
About the Role
The Technical Support role provides inbound customer service support for basic troubleshooting and resolution of service-related problems and upselling. This is an exciting work-from-home opportunity requiring you to work and engage with others in a virtual environment while providing our customers with a high-quality customer service experience. As a Technical Support Expert, you will be fully trained to perform the following duties.
Responsibilities (Including, but not limited to)
Answer inbound calls and greet customers.
Determine the scope of customer issues in an effective and professional manner.
Promoting and upselling products that will benefit the customer.
Encourage completion of customer surveys.
Effectively resolve customer issues in a timely manner.
Properly document all customer interactions.
Adhere to quality standards determined by the company.
Represent the company in a professional and ethical manner.
Maintain a high level of customer satisfaction with a focus on first-call resolution.
Become a customer advocate.
Resolve customer requests by investigating problems, developing solutions, and recommending additional products and/or services relevant to the assessment of the customer needs.
Experience and Skills
1 year of related experience as a technical support representative or customer service representative
Very Good or excellent Communication Skills
Must be willing to HELP customers.
Demonstrated good attendance with the previous employer(s)
Ability and desire to overcome customer objections.
Ability to follow guided paths to solve customer questions/concerns.
Experience in the work-from-home environment is a plus.
Must be at least 18 years of Age.
Additional Posting Locations, Philippines
Responsibilities (Including, but not limited to)
Qualifications:
A proven ability to provide effective coaching to Agents employed in a work-from-home environment.
Knowledge and experience in the Call Center environment are required.
Ability to communicate directly with the client.
Proficient with spreadsheets and word processing software
Excellent written and verbal communication skills
Ability to effectively persuade others to follow protocol and drive change
Coaching skills
Effective business, proposal, and report writing
Analytical and problem-solving skills
Excellent customer service skills
Education:
University Degree or the equivalent
Experience and Skills Qualifications:
A proven ability to provide effective coaching to Agents employed in a work-from-home environment.
Knowledge and experience in the Call Center environment are required.
Ability to communicate directly with the client.
Proficient with spreadsheets and word processing software
Excellent written and verbal communication skills
Ability to effectively persuade others to follow protocol and drive change
Coaching skills
The effective business, proposal, and report writing
Analytical and problem-solving skills
Excellent customer service skills
Education
University Degree or the equivalent
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