Remote -Technical Support Representative

As the eyes and ears for our team fielding customer inquiries and finding innovative ways to respond, you will work in a collaborative and engaging environment. You will have the chance to interact with people from all walks of life, and no two days will be the same. As you continue to grow and challenge yourself, you will discover your potential can take you anywhere you want to go., As a Technical Support Representative, you will be responsible for finding innovative ways to respond to varying questions, issues, and concerns.

• Provide front line, first level, technical assistance for consumers
• Supporting Client specific high speed internet services delivering an exceptional customer experience
• Resolve technical problems, within a fast paced, customer facing environment
• Troubleshooting and issue resolution assistance with Client service and/or devices specific issues including internet connectivity and performance troubleshooting.
• Supporting customer needs related to Client specific high speed internet services and or devices including troubleshooting, triage, and additional required resolution techniques.
• Deliver in scope support for internet service and connectivity related issues pertaining to operating system, PC, and browser configuration.
• Demonstrate advanced product knowledge and he ability to solve customer issues.
• Resolve customer issues on the first call as frequently as possible.
• Open and manage trouble ticket system for user issues, Data Network, OS issues.
• Be patient, courteous and friendly with customers at all times.
• Demonstrate a positive attitude.
• Address and solve technical problems in a timely manner and complete all work assignments within expected time frames.
• Adhere to all work schedule assignments.
• Abide by and support management directives and adhere to all TP policies.

• HS Diploma or equivalent
• Comfort with desktop computer system
• Proven oral & written communication skills
• Familiarity with personal computers, operating systems, software, and computer terminology
• Demonstrated problem solving skills
• Ability to work independently and multi-task

Key Competencies:

• Process Excellence: Demonstrate commitment to following established procedures and be customer service driven.
• Collaboration: Proven ability to collaborate effectively with team members, supervisors, and support departments to resolve customer issues and achieve performance goals.
• Communication: Outstanding communication, listening, and analytical skills.
• Organizational Skills: Strong organizational and problem-solving skills.
• Emotional Intelligence: Ability to prioritize tasks and work well under pressure while remaining focused.
• Open-Mindedness: Open-minded approach to feedback, evolving policies, and working within a structured schedule that includes a variety of shifts.
• Critical Thinking: Sharp critical thinking skills, enabling quick analysis of customer issues and thoughtful, informed decision-making.
• Solution-Oriented: Proactive approach to problem-solving with a focus on creating a positive customer experience., + ISP must have no packet loss and ping under 30ms

• Internet connections cannot be Satellite, Mobile Data (5G, 4G, 3G hotspots), P2P or VPN
• Proof of internet details required

• Clean and quiet workspace

• Competitive Wages
• Full Benefits (Medical, Dental, Vision, 401k and more)
• Paid Time Off
• Employee wellness and engagement programs

TP is a global, digital business services company. We deliver the most advanced, digitally powered business services to help the worlds best brands streamline their business in meaningful and sustainable ways., With more than 500,000 inspired and passionate people speaking more than 300 languages, our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment.