Technology Support - Remote - Full Time

The Smarter Service is looking for a personable, tech-savvy Tech Concierge to provide virtual technology support to customers. This role combines technical troubleshooting with high-touch customer service, helping customers confidently navigate everyday technology.

The ideal candidate is patient, emotionally intelligent, and comfortable explaining technology in simple, easy-to-understand language. You’ll interact with customers through video, phone, email, SMS, and internal messaging while working independently in a virtual contact center environment.

What You’ll Do

• Provide virtual technical support through video, phone, email, SMS, and chat/internal messaging.
• Troubleshoot consumer technology issues and guide customers step-by-step toward solutions.

Support customers with:

• Windows and macOS computers
• iPhone, iPad, and Android devices
• Wi-Fi, routers, and basic network connectivity
• Printers, scanners, and other peripherals
• Email setup, recovery, and synchronization
• Password management and multifactor authentication
• Malware, scams, phishing, and basic cybersecurity concerns
• Smart TVs, streaming devices, and entertainment systems
• Use a logical and methodical troubleshooting process to identify and resolve technical issues.
• Clearly document every customer interaction in a timely manner.
• Recognize situations requiring escalation and exercise sound judgment around customer privacy and sensitive information.
• Provide a calm, respectful, and reassuring experience, particularly when customers are frustrated or uncomfortable with technology.
• Work independently while maintaining dependable availability during scheduled business hours.

• 2+ years of experience in help desk, technical support, customer service, or a call center environment.
• Strong technical aptitude and ability to troubleshoot consumer technology.
• Excellent verbal and written communication skills.
• High social and emotional intelligence.
• Patience, empathy, and respect when working with older adults.
• Ability to explain technical concepts in simple, non-technical language.
• Strong problem-solving and troubleshooting skills.
• Ability to work independently in a remote environment.
• Ability to manage multiple communication channels and respond promptly during business hours.
• Strong judgment regarding privacy, security, and escalation.

Preferred:

• A+ certification or similar technical certification.
• Experience providing virtual technical support in a contact center environment.
• Experience supporting customers via video, phone, chat, and email.
• Previous experience with consumer technology support.
• Experience with Windows and macOS, mobile devices, home networking, and smart-home/entertainment technology.

What Makes You Successful

You don’t need to know the answer to every technical question-but you do need to know how to troubleshoot, communicate, and make customers feel supported.

You’ll thrive in this role if you are:

• Patient: You never make a customer feel embarrassed about what they don’t know.
• Tech-savvy: You enjoy figuring out why something isn’t working.
• Empathetic: You can remain calm and supportive in emotionally charged situations.
• Resourceful: You can independently work through unfamiliar problems.
• A great communicator: You can turn complicated technology into simple instructions.
• Dependable: You are available and responsive during scheduled hours., * Are you authorized to work in the United States without sponsorship?

Schedule & Work Environment

• Full-time: 40 hours per week
• Remote
• Monday-Friday, 9:00 AM-5:00 PM ET
• No travel required.

Compensation & Benefits

• $21-$25 per hour
• Eligible for referral, renewal, customer satisfaction, and spot bonuses.
• $80/month technology stipend for full-time employees.
• We offer a benefits stipend as well, PTO, etc

Join The Smarter Service

If you’re someone who loves technology and loves helping people, we’d love to meet you. As a Tech Concierge, you’ll play an important role in making technology feel less frustrating, more accessible, and more empowering for our customers.

Pay: $22.00 - $25.00 per hour

Benefits:

• Paid time off