Support Jobs in Carlsbad, CA

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27d ago

Technical Support Representative I

HME Hospitality and Specialty Comm Carlsbad, CA 🇺🇸 Remote

Carlsbad, CA

27d ago

$19 - $21/hr Contract Contact Center Customer Support Hardware Support

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Job Description

Temporary, fully remote Technical Support Representative I position on HME Hospitality and Specialty Communications' call center team in Carlsbad, CA, offering $19-$21 per hour, a 40-hour week, and shifts that include evenings and weekends, with potential to transition to a regular role.

Responsibilities

Deliver inbound technical assistance to customers through phone, chat, or email channels
Assist with operation guidance, troubleshooting, maintenance, and installation support
Foster and maintain positive customer relationships
Adhere to defined call flows, verification steps, and escalation paths
Educate installers and customers on equipment installation, operation, and ongoing maintenance, including responsibilities
Leverage internal knowledge bases and tools to resolve issues promptly
Maintain professionalism, empathy, and composure in every interaction
Coordinate onsite installer dispatch for problems beyond telephone troubleshooting
Document all customer interactions accurately in the case management system
Identify opportunities for product improvements and make recommendations
Contribute feedback to enhance the knowledge base
Escalate unresolved or complex issues to the appropriate teams
Meet or exceed performance metrics, including quality, productivity, and attendance

Requirements

At least 1 year of customer service experience; technical support or call center background is preferred
Strong troubleshooting and problem-solving abilities
Ability to multitask across multiple systems while assisting customers in real time
Professional, empathetic customer service demeanor
Basic to intermediate computer skills, including OS navigation, web browsers, email, and basic hardware knowledge
Flexible schedule availability, including evenings, weekends, and holidays as required
Private workspace and reliable internet connection with wired capability

Technologies

D365
AX

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