Technical Support Representative

Summary

Join Wing and redefine the future of work! As a Technical Support Representative, you will troubleshoot IT issues, provide tech support via phone, email, and chat, help manage invoices, guide customers through platform interaction, assist in onboarding, document customer interactions, and track service requests. This remote position requires at least one year of experience in a similar role, excellent communication skills, solid organizational skills, tech savviness, and proficiency with various software and tools. The role involves working a graveyard shift and requires specific technical equipment. Wing offers performance incentives, job security, paid training, and a supportive work environment.

Requirements

• At least 1 year proven experience as a Technical Support Representative
• Excellent English communication skills, both written and verbal
• Excellent phone, email, and instant messaging communication skills
• Solid organizational and time management skills
• Tech savvy & familiar with current technologies, like desktop sharing, cloud services, CRM and VoIP
• Experience with word-processing software and spreadsheets (e.g., MS Office)
• Knowledge of online calendars and scheduling (e.g., Google Calendar)
• Proactive & confident with keen attention to details
• Able to work on a graveyard shift
• USB Headset with Noise Cancellation feature
• Working Webcam
• Main and backup computer: at least 1.8 GHz processor with at least 4GB RAM
• Main Internet Service Speed: at least 25 Mbps wired connection
• Backup Internet Service Speed: at least 10 Mbps

Responsibilities

• Troubleshoot IT issues (e.g., how do I log in, reset password, remote access trackers not working, etc.)
• Provide tech support via phone, email, and chat
• Help provide, update, and regularly send out invoices
• Guide customers through the initial stages of interaction with the platform/product
• Assist in the onboarding of customers onto the platform by creating walkthrough workflows and FAQs
• Document customer interactions in the CRM and keep records up to date
• Use the client's ticket system to track service requests and customer feedback

Benefits

• Performance Incentives
• Job Security and Stability
• Paid Training
• Inclusive Culture
• Upskilling Opportunities
• 100% Work-From-Home
• Exceptionally Supportive Team
• Opportunities for Career Growth
• Fun Work Environment
• Holiday & Overtime Pay