Job Overview

Our client is 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.

Schedule:

• Monday - Friday, 8:00 AM - 5:00 PM ET, Florida Time, with 1 hour break (40 work hours per week)

• Note: Can be assigned weekend schedules (schedule to be discussed by the client during interview).

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, troubleshooting, 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

Independent Contractor Perks

• Health Insurance Coverage for eligible locations
• Permanent work from home
• Immediate hiring

Note

Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.