- Location
- Greater Portmore, St. Catherine, JM
- Type
- Full-time
- Department
- Operations
- Education
- High School
- Closing date
- Today
- Source
- iCIMS
Description
Overview
🔧 TECH-SAVVY? JOIN OUR NEW ACCOUNT! 🏠🔒
Are you the person everyone calls when technology stops cooperating?
We’re looking for Tier 1 Tech Support Agents to join our team supporting a home security program.
If you can turn “It’s not working!” into “Problem solved!”—we want you. 🚀
APPLY TODAY!
Our Tier 1 Tech Support Agents are the frontline heroes assisting customers with technical support needs via phone and chat. They will combine attention to detail, critical thinking, and a tech-focused mindset to deliver solutions that inspire confidence and peace of mind.
This role is ideal for individuals passionate about technology, problem-solving, and helping others through empathetic and informed service.
Responsibilities
• Champion Customer Safety: Deliver exceptional phone and/or chat support, achieving first-call resolution while ensuring a seamless customer experience. • Troubleshoot with Precision: Apply strong technical skills and keen attention to detail to diagnose and resolve device, system, or connectivity issues. • Think Critically: Use sound judgment and analytical thinking to assess problems, identify root causes, and develop clear, actionable solutions. • Educate and Empower: Guide customers through system installations, device setup, and troubleshooting steps with patience and clarity. • Collaborate and Improve: Partner with cross-functional teams to share insights that enhance processes, tools, and overall customer satisfaction. • Stay Tech-Savvy: Keep up-to-date with our products, software updates, and home security innovations to provide informed, cutting-edge support.
Qualifications
• High School Diploma or Minimum 3 CXC passes, or equivalent qualification.• At least six (6) months of customer service experience is required.• Experience troubleshooting technical devices and technical knowledge are preferred.
Required Skills
• Excellent written & verbal communication skills, demonstrated through assessments & conversation. • Ability to compose clear, professional, and grammatically accurate case notes, email responses, and documentation updates. • Ability to pass a standard typing test (recommended benchmark: 25-35 WPM with high accuracy). • Basic understanding of smart devices, mobile apps, and home Wi-Fi routing. • Ability to break down technical setup steps into simple, easy-to-understand language. • Comfort with technology and ability to provide technical assistance for consumer electronics • High patience, empathy, and strong problem-solving skills for handling frustrated callers.
