Senior Technical Support Associate
New
E
EncouraEducation Technology
Remote, USFull-TimeSenior
Salary15 USD per hour
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Job Details
- Required Skills
- Customer serviceMicrosoft OfficeTroubleshootingTechnical support
Requirements
- Comfortable using computers and navigating multiple systems
- Comfortable with high-volume inbound calls
- Strong technical skills and problem-solving skills
- Customer-focused with excellent communication skills
- Flexible schedule availability (including weekends)
- Hands on experience supporting Apple products, Windows 11, and Microsoft Office
- At least 18 years old with a high school diploma (or equivalent)
- Typing speed of 25 WPM
- Quiet, distraction-free workspace
- Home Internet: 30 Mbps download, 15 Mbps upload, 100ms ping or less
- Must be able to enroll in and use Multi-Factor Authentication (MFA)
Responsibilities
- Provide friendly, high-quality support across phone, chat, email, and web
- Troubleshoot technical, product, and service issues—aiming for first-call resolution
- Navigate multiple systems while researching and resolving complex concerns
- Accurately document interactions in a ticketing system
- Manage high-volume interactions and multitask effectively
- Escalate issues when needed to ensure timely resolution
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