Technical Support Agent II

Description
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.
Requirements
What You'll Bring
A high school diploma or GED.
At least one year of technical support experience in a call center or busy help desk environment.
Familiarity with ticketing systems used to track and manage customer issues.
Clear verbal and written communication and strong customer service skills.
Comfort navigating multiple systems while assisting customers.
Diligence: Provide accurate support, document your work carefully, protect sensitive information, and follow through on commitments.
Accountability: Take ownership of customer issues and your performance, communicate honestly, and use feedback to improve.
Agility: Adjust to changing priorities, learn new systems and processes, and remain professional when unexpected challenges arise.
Reliable attendance and a quiet workspace suitable for customer calls.
Availability to work full-time, eight-hour shifts within the operating hours.
Physical, Mental, And Sensory Requirements
With or without reasonable accommodation, the individual in this role must be able to:
Work the assigned schedule and remain available and engaged during scheduled hours.
Handle inbound calls while meeting established productivity, quality, and responsiveness standards.
Communicate clearly and professionally by phone and in writing.
Maintain attention to detail while navigating systems and assisting customers.
Work at a computer workstation for extended periods, using a keyboard, mouse, and headset.
All offers of employment are contingent upon passing a background check and verification of authorization to work in the United States. Retail Imaging is an Equal Opportunity Employer.

Work arrangement
Yes