IT End User Support, Remote

We are seeking a Technical Support Representative for a **temporary, fully remote position** on our call center team. This role provides customer support via phone, chat, and email and is scheduled for a **40‑hour work week**, with shifts assigned based on business needs. The call center operates Monday through Friday from **5:00 AM to 7:00 PM PT** and Saturday through Sunday from **7:00 AM to 3:30 PM PT**, including evenings and weekends as required. Candidates must reside in **Arizona, Florida, Texas, Missouri, or California**. Relocation assistance is not available.

While there may be an opportunity to transition into a regular role, it is not guaranteed. Any conversion decision will be based on business needs, performance, attendance, and other factors. This posting does not guarantee employment for any specific period.

**What you will do in the position:**

* Provide inbound technical support to customers via phone, chat, or email
* Provide operation, troubleshooting, maintenance, and installation support
* Promote and maintain positive customer relations
* Follow established call flows, authentication steps, and escalation procedures
* Instruct installers and customers in equipment installation, operation, and maintenance of equipment and their responsibilities
* Use internal knowledge bases and tools to resolve issues efficiently
* Maintain professionalism, empathy, and a calm demeanor during all interactions
* Dispatch installers to perform onsite service to customers with problems beyond the scope of telephone troubleshooting
* Prepare and accurately document all customer interactions in the database
* Identify and make recommendations for product improvement
* Provide feedback for improvements of our knowledge base
* Escalate unresolved or complex issues to appropriate teams
* Meet or exceed performance metrics including quality, productivity, and attendance

**What we are looking for:**

**Required qualifications**

* Minimum 1 year customer service experience; technical support or call center experience preferred
* Strong troubleshooting and problem-solving skills
* Ability to multitask across systems while assisting customers in real time
* Professional, empathetic customer service approach
* Basic to intermediate computer skills, including OS navigation, browsers, email, and hardware basics
* Ability to work a flexible schedule, including evenings, weekends, and holidays as needed
* Private workspace and strong internet connection with wired connectivity capability

**Preferred qualifications**

* Experience in a remote call center environment
* Experience supporting drive-thru products or customers
* Familiarity with D365 or AX

Pay Rate is $19.00 - $21.00/hr. and this is the pay range we reasonably expect to pay for the role. This may vary depending on experience and other factors.