Overview

We are seeking a professional and customer-focused Technical Concierge to serve as the first point of contact for incoming technical support calls.

This role is responsible for answering, screening, and directing customer inquiries to the appropriate department or support tier. Success in this position requires strong communication skills, active listening, accurate documentation, and the ability to remain calm and professional under pressure.

If you excel in customer service and enjoy being the frontline representative of a technical support team, this role is for you.

Job Highlights

Monthly Rate: USD 833
Number of Paid Hours Per Week: 40 hours
Schedule: Monday to Friday, 8:00 AM – 5:00 PM Eastern Time (includes 60-minute unpaid break)
Work Arrangement: Remote / Work from home
Contract: Independent Contractor / Full-Time

Client Timezone: Eastern Time (ET)

Independent Contractor 

• Stable full-time remote opportunity
• Structured weekday schedule
• Clear processes and escalation procedures
• Collaborative team environment
• Opportunity to grow within technical support operations
• Health Insurance

Responsibilities

• Answer inbound calls and serve as the first point of contact for technical support
• Gather preliminary information to determine the nature of customer issues
• Accurately document call details and transfer to the correct department or support tier
• Maintain professionalism and a positive attitude on every call
• Follow established call-handling and escalation procedures
• Log call details and update case records in Salesforce or internal CRM systems
• Communicate clearly with internal teams to ensure accurate handoff of cases
• Support communication via Microsoft Teams, Outlook, or similar tools
• Assist with equipment ordering via NetSuite (as applicable)
• Prepare and distribute technician dispatch forms through DocuSign (as applicable)
• Perform other duties as assigned

Success Skills & Abilities

• Excellent customer service and interpersonal skills
• Strong verbal and written communication skills
• Detail-oriented note-taking and data entry accuracy
• Ability to remain calm and professional under pressure
• Highly organized with the ability to manage multiple calls efficiently
• Basic technical literacy and willingness to learn new tools and systems
• Dependable and punctual with strong teamwork mindset
• Ability to adapt to shifting schedules if needed

Requirements

• 2–3 years of customer service or call center experience
• Experience working with US-based customers or clients
• Excellent verbal and written communication skills
• Strong documentation and issue-screening abilities
• Ability to assess customer concerns and route to the appropriate support group
• Stable internet connection and a quiet, professional workspace

Preferred Qualifications

• Experience with Salesforce or similar CRM systems
• Familiarity with Microsoft Teams and Outlook
• General knowledge of TV systems or services
• Basic networking knowledge (routers, modems, connectivity concepts)
• Experience in technical customer support
• Experience working in a remote setup

Side Note

Since this is a remote position, candidates must have their own computer, stable internet connection, and a quiet workspace suitable for handling customer calls professionally. Compensation details will be discussed during the application process.

Reminder

Apply directly using the provided link and complete all required application steps.

APPLICATIONS WITH COMPLETE REQUIREMENTS WILL BE PRIORITIZED.