Job Description

We are seeking a highly skilled, phone-first Triage Technician who can confidently manage fast-paced inbound support calls. In this role, you will lead customers—often non-technical users and senior citizens—through initial troubleshooting with exceptional call control, patience, and clarity. You will follow established scripts and procedures precisely, maintain customer engagement, and prevent escalations to onsite or local repair shops.

You will work closely with an assisting technician based in the Philippines, who will handle longer remote repair processes once an online session is established. Reliability, punctuality, and strict adherence to company methods are essential.

Requirements

• Answer inbound calls promptly and establish confidence within the first few minutes.
• Follow scripted call flows and guidelines with complete accuracy.
• Guide customers in simple, step-by-step language to initiate remote online sessions as quickly as possible.
• Set a 2–6 hour repair window and transition longer tasks to your Philippine counterpart.
• Perform structured phone walkthroughs for systems that will not load (Windows, macOS), including reaching recovery menus and performing resets or reinstalls when appropriate.
• Retain callers who request onsite or store services by providing clear, effective phone-based solutions.
• Troubleshoot common home-user issues including:
• Boot failures and OS crashes
• No internet or Wi-Fi reconnection
• New computer and printer setups
• Forgotten passwords
• Any issue preventing remote session initiation
• Collaborate closely with the assisting Philippine technician during remote repair sessions.
• After repairs are completed, call customers to verify results in real time and prepare clear, concise documentation.
• Handle billing when needed and confidently upsell support plans or additional services.
• Maintain call control, customer engagement, and strong professionalism throughout each interaction.

Benefits

• Based in the United States with strong phone presence and clear communication.
• Experience in call centers, IT helpdesk, or supporting home users.
• Strong knowledge of:
• Windows 10/11
• macOS
• ChromeOS
• Ability to guide customers through:
• BIOS
• Windows Recovery Environment
• macOS Recovery
• ChromeOS Powerwash
• Understanding of home networking basics (routers, DNS, proxies, Wi-Fi).
• Calm, patient teaching style—especially for beginners and seniors.
• Strong call control and the ability to simplify technical concepts.
• Professional discipline: punctuality, full-shift adherence, clean documentation, and consistent workflow.
  
  
  
  
  
  

Minimum Technical and Work Environment Requirements:

• Internet Connection:
• A primary internet connection with a minimum speed of 15 Mbps .
• A backup internet connection with a minimum speed of 10 Mbps .
• The backup connection must support work during power outages.
• Primary Device:
• A desktop or laptop featuring at least:
• Intel Core i5 (8th generation or newer) ,  Intel Core i3 (10th generation or newer) ,  AMD Ryzen 5 , or an equivalent processor.
• A minimum of 8 GB RAM .
• Backup Device:
• This device must meet or exceed the performance of an  Intel Core i3processor.
• It must remain operational during power interruptions.
• Peripherals and Workspace:
• A functioning  webcam .
• A  noise-canceling USB headset .
• A  quiet, dedicated home office space .
• A  smartphone for communication and verification purposes.
• Benefits
• Join Our Dynamic Team: Experience our fun, inclusive, innovative culture that values your unique contributions and supports your professional growth.
• Embrace the Opportunities: Seize daily chances to learn, innovate, and excel. Make a real impact in your field.
• Limitless Career Growth: Unlock a world of possibilities and resources to propel your career forward.
• Fast-Paced Thrills: Thrive in a high-energy, engaging atmosphere. Embrace challenges and reap stimulating rewards.
• Flexibility, Your Way: Embrace the freedom to work from home or any location of your choice. Create your ideal work environment.
• Work-Life Balance at Its Best:  Say goodbye to stressful commutes and hello to quality time with loved ones. Achieve a healthy work-life integration to perform at your best.

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