Job Description
Insight Global is seeking a Technical Support Representative for a high-growth, customer-focused organization leveraging modern video-enabled support. This individual will provide front-line technical assistance to customers through video, voice, and chat, helping troubleshoot applications, smart devices, connectivity, and other common technology issues. The ideal candidate brings hands-on IT help desk or technical support experience along with exceptional communication, patience, empathy, and an ability to make technology easy to understand. This is an excellent opportunity for someone who enjoys solving technical problems while delivering a personalized, white-glove support experience.
Day-to-Day:
-Handle inbound technical support interactions through video, voice, and chat -Troubleshoot customer issues involving applications, smart devices, connectivity, accounts, and other basic technology -Guide customers through troubleshooting using clear, patient, easy-to-understand instructions -Support one customer at a time and take the first available incoming interaction -Deliver a high-touch, white-glove support experience, particularly for customers who may be less comfortable with technology -Navigate CRM/ticketing systems to document customer interactions, troubleshooting steps, and outcomes -Escalate more complex technical issues to senior agents or supervisors when appropriate -Meet established schedule, attendance, quality, and customer experience expectations -Maintain a professional on-camera presence and follow virtual background/workspace standards
Approved States: AZ, CA, CO, CT, FL, GA, ID, IL, IN, MD, MI, NC, NJ, NV, NY, OH, OR, PA, RI, TN, TX, UT, VA, WA, WI, WV
Skills and Requirements
-Prior IT help desk, technical support, desktop support, or customer-facing IT support experience -Moderate technical aptitude with experience troubleshooting applications, smart devices, connectivity, account/access, or similar end-user technical issues -Strong verbal communication skills with the ability to explain technical concepts in simple, relatable, non-technical language -Strong interpersonal skills, including patience, empathy, active listening, and de-escalation -Comfortable supporting elderly and/or less technically savvy customers -Comfortable providing support through video, voice, and chat, with video representing approximately 50% of contact volume -Ability to work scheduled shifts within the 9:00 AM – 8:00 PM Eastern operating window -Professional appearance and distraction-free remote workspace -Prior customer service experience in retail, e-commerce, sales, hospitality, or another customer-facing environment -Previous call center or contact center experience -Experience providing video-based technical/customer support -Familiarity with CRM, ticketing, or IT service management systems -Experience working in a high-volume technical support environment
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to HR@insightglobal.com.