Support.com is hiring 100% remote positions in the following locations.
USA, Phillippines, LATAM, India
About Us
Support.com, Inc. (NASDAQ: GREE) is a leading provider of customer and technical support solutions delivered by home-based employees. For more than twenty years, the company has achieved stellar results for global enterprise clients and top-tier businesses. Support.com's proven, omnichannel solutions have been specifically designed and optimized for the homesourcing environment, resulting in industry-leading NPS scores and first call resolution rates. The company efficiently meets changing client needs through its highly-scalable, global network of home-based employees and secure, proprietary, cloud-based platforms. Read employee reviews here
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
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.
About the Role
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 recommending additional products and/or services relevant to the assessment of the customer needs.
Equipment Requirements:
Landline or cell phone
Corded (not wireless) noise-canceling USB Headset
Webcam
The mouse must be external
No third-party VPNs
No unapproved third-party Virtual Machines
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.
USA, Phillippines, LATAM, India
Why Join Us
No travel, work from the comfort of your home, permanently!
If you need a place to work, have fun and learn. Support.com is for you
Competitive benefits and compensation.]
About the Role
The VP Of Product Marketing is responsible for ensuring the Software and Service products support the company’s overall strategy, revenue growth, and profitability. The VP Of Product Marketing will provide oversight to the planning and execution of the product lifecycle including gathering and prioritizing product and customer requirements, defining the product vision, and working closely with engineering, sales, marketing, and operations to ensure revenue and client satisfaction goals are met. The VP Of Product Marketing will be responsible for the delivery of the P&L performance.
Experience and Skills
Previous experience as a product manager or similar role supporting product sold online direct to consumers or small business
P&L responsibility for software/services products, with a successful track record of growth and profitability
Excellent communications skills, with the ability to present complex/abstract concepts in simple, cogent terms.
Detail orientation with exceptional analytical capabilities, possessing the ability to effectively contribute across multiple teams and disciplines
The ability to organize, prioritize, and execute on work within a dynamic, fast-paced environment, demonstrating strong leadership skills with the ability to delegate and direct work in a way that maximizes both personal and team efficiency
Mentoring capability to advance and develop downline team leaders and associates; teamwork/collaboration mindset with the ability to work with stakeholders and leaders throughout the organization
A robust understanding of full-cycle software development within an Agile framework; product orientation with a strong sense of ownership.
Minimum Qualifications & Requirements
Bachelor’s degree in business administration, computer science or related field; Master’s degree preferred
Minimum 7+ years of experience within a SaaS or product development role.
About the Role
The Vice President (VP) of Business Development reports directly to the Chief Revenue Officer, and also works together with the Support.com senior management team to meet and exceed revenue goals for the organization. The VP of Business Development’s job description entails expanding the company’s client base by leveraging Support.com's solutions. This is a highly visible position both inside Support.com and in the respective markets for which the position is accountable.
Responsibilities (Including, but not limited to)
Responsible for establishing sales strategy for market penetration and sales growth in the Fintech & Crypto Services vertical markets.
Achieve and exceed goals by identifying, cultivating, and closing new accounts with an emphasis on consultative sales
Create proposals and respond to RFP’s Develop prospect lists for new client acquisitions
Conduct sales presentations of company solutions to prospects in the selected industries
Ensure that prospects and clients are correct in their expectations and have been adequately pre-qualified
Communicate feedback from the marketplace back to the company
Performs other duties as assigned.
Minimum Qualifications & Requirement
Bachelors’ degree preferred
Knowledge of outsourcing and CRM
Strong client relationship management skills
Ability to maintain proactive management skills
Presentation and negotiation skills
Experience selling to the key executive decision-makers
Enthusiastic and energetic
Excellent oral, written, and interpersonal skills
Flexibility to Travel as required, domestically and international
Proficiency with MS Office, Salesforce.
Training Manager Phillippines, India
About the Role The Training Manager must have outstanding written, verbal and interpersonal communication skills. A training manager is expected to be a strategic thinker with fantastic organizational and time management skills. You will have excellent research skills with the ability to multitask and adapt in a fast-paced environment. To ensure success, training managers should understand the business operation and decision-making processes with a keen interest in producing targeted and tangible results by creating an effective and efficient workforce. Top candidates will be innovative, strong decision-makers and outstanding facilitators of learning and change. This is a highly visible position both inside Support.com and within our partner network.
Responsibilities (Including, but not limited to) Identify and assess the training needs of the organization through job analysis, career paths and consultation with managers, develop individualized and group training programs that address specific business needs, develop training manuals that target tangible results, implement effective and purposeful training methods, evaluate organizational performance to ensure that training is meeting business needs and improving performance, assess employees’ skills, performance and productivity to identify areas of improvement, drive brand values and philosophy through all training and development activities, effectively communicate with team members, trainers and management, create a curriculum to facilitate strategic training based on the organizations goals, select and manage resources, including working with both internal employees and training vendors to develop and deliver training, manage the technologies and technical personnel required to develop, manage and deliver training, keep abreast of training trends, developments and best practices, performs other duties as assigned.
Experience and Skills
Bachelors degree in human resources or a Teaching related field Preferred.
A minimum of 5 years experience in training and development management (essential).
Excellent written, verbal, and interpersonal communication skills.
Superb track record in developing and executing successful training programs.
Critical thinker with innovative problem-solving skills.
Highly computer literate with proficiency in MS Office and related business and communication tools.
Familiar with traditional and modern training processes.
Fantastic organizational and time management skills.
Strategic and creative mindset.
Meticulous attention to detail.
Enthusiastic and energetic.
About the Role
As a Vice President of Financing and Accounting at Support.com, you will be responsible for visioning, strategizing, and leading all activities in the Finance and Accounting department to maximize all phases of business growth, development, and implementation. In this role, you will be responsible for supervising multiple layers of management personnel, managing various financial and non-financial activities, and developing and implementing an overall financial management strategy.
Experience and Skill
Excellent interpersonal, written, proofing, editing, and oral communication skills
Experience in oversight and a leader in financial reporting, forecasting, and planning. Good reporting and analytical skills with an inquisitive mind.
Knowledge of federal and state financial regulations, automated financial, accounting reporting systems, budgeting, and cost control principles.
Demonstrate the ability to analyze financial data and prepare financial reports, statements, and projections.
Demonstrate the ability to work under pressure and accomplish multiple tasks simultaneously while being detailed oriented.
Demonstrate the ability to prioritize and organize work as well as manage frequent change.
Working knowledge of short and long-term budgeting and forecasting, rolling budgets, and product-line profitability analysis.
Demonstrate common sense, pragmatic approach to problem-solving and decision-making.
Analytical skills, understanding of basic statistics, and continuous improvement methodologies.
Ability to maintain the highest level of confidentiality.
Flexibility to work any shift 7 by 24, 365 days a year.
Ability to travel approximately 25% to multiple locations.
Technical Support Expert | Hardware Repair - Phillippines
About the Role 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 technical support experience. You will use company-provided tools to troubleshoot and solve customer technology problems. You will follow a day shift schedule (HOOP is 7 AM-7 PM).
Responsibilities (Including, but not limited to)
Research and identify solutions to hardware issues
Provide consultative advice on how to upgrade, customize, build computers (laptop)
Diagnose and troubleshoot technical issues, including account setup and network configuration
Ask customers targeted questions to quickly understand the root of the problem
Track computer system issues through to resolution, within agreed time limits
Talk clients through a series of actions, either via email or chat, until they’ve solved a technical issue
Properly escalate unresolved issues to appropriate internal teams
Provide prompt and accurate feedback to customers
Refer to internal database or external resources to provide accurate tech solutions
Ensure all issues are properly logged
Prioritize and manage several open issues at one time
Follow up with clients to ensure their IT systems are fully functional after troubleshooting
Prepare accurate and timely reports
Experience and Skills
Proven work experience as a Technical Support Engineer, IT Help Desk Technician, or similar role
Hands-on experience with hardware troubleshooting and building a computer from scratch
Good understanding of computer systems, mobile devices and other tech products
Ability to diagnose and troubleshoot intermediate to advance technical issues
Excellent problem-solving and communication skills
Ability to provide step-by-step technical help, both written and verbal
BS degree in Information Technology, Computer Science or relevant field
Ability to type 30 to 40 WPM.
About the Role The Payroll Coordinator works closely with the Accounting, Human Resources, Legal, and Operations teams. Under the general guidance of the Payroll Manager/Supervisor, and within the established corporate policies and procedures, the Payroll Coordinator is responsible for managing all aspects of payroll processing. The Payroll Coordinator will ensure the collection of all necessary information and documents, compute wages, and investigate and resolve any payroll issues or discrepancies. The Payroll Coordinator also provides resolution on payroll questions to employees, assists in month-end and year-end finance close activities, researches outstanding payroll tax issues, and works with third-party payroll processor to resolve issues and review computed wages, deductions, commissions, benefits, etc.
Responsibilities (Including, but not limited to)
To liaise with HR on all new hires, terminations, and benefit deductions, etc., to ensure accurate payroll.
To liaise with Operations in collating employee timecards to calculate pay and types of pay (including overtime, regular pay, etc.).
Manage leaves and PTO balances for employees.
To be aware of local updates on payroll, tax-related laws, and policies of the land.
Keeping up to date with the changes in the leave policies of the organization to make payroll partners aware of it so that the updates are captured in the payroll correctly.
To maintain and keep track of all payroll reports, payroll processing, etc., from the in-country provider and payroll system.
To review and audit the previous tax filing reports ensuring no pending items with the local agencies.
Manage manual template functions within payroll system process flow to ensure that the payroll input data and attendance is shared on time and correctly.
Issuing payslips to employees and other post payroll reports to respective depts.
Performs other duties as assigned.
USA, Phillippines, LATAM, India
About the Role The VP Of Product Marketing is responsible for ensuring the Software and Service products support the company’s overall strategy, revenue growth and profitability. The VP Of Product Marketing will provide oversight to the planning and execution of the product lifecycle including gathering and prioritizing product and customer requirements, defining the product vision, and working closely with engineering, sales, marketing, and operations to ensure revenue and client satisfaction goals are met. The VP Of Product Marketing will be responsible for the delivery of the P&L performance.
Responsibilities (Including, but not limited to)
Works with outside stakeholders to understand and represent the user needs, identify market problems, and define the incremental value to the marketplace
Serves at the forefront of driving sales and solutions that provide the best customer service
Defining a vision aligned to the strategic intention of the product
Collaborates with Sales and Marketing to develop the value proposition and go to market strategy
Work closely with the marketing team to develop online marketing campaigns and measure results of those campaigns
Monitors the market and develops competitive analysis and win strategies
Identifies business opportunities and directs the company’s activities to achieve the desired outcome
Refine & execute on product roadmaps and feature sets
Facilitates User Story Creation, Product Planning sessions and Agile Development Lifecycle Management
Collaborate with engineering on a regular basis and serve as a product owner in the review and approval processes inherent to software development for assigned product
Clearly communicate to stakeholders throughout the organization, make informed recommendations regarding roadmap to the leadership team
Analyze customer data to understand behaviors, develop insights, perform usability studies
Working with limited direction, usually within a complex and evolving environment, to drive delivery of current products and new innovations
Have a strong understanding of technology and integration related to customer care/technical support including CRM systems, Ticketing Systems, IVR/Call Switches, and other tools and technologies in customer care.
Have a strong understanding of technology related to online eCommerce platforms and online advertising
Interacts with clients serve as the primary point of contact for client satisfaction
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’ behaviour 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.
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