[Remote] Remote Customer Service & Technical Support Agent

Note: The job is a remote job and is open to candidates in USA. Retail Imaging is looking for Customer Service & Technical Support Agents to be the first point of contact for clients' customers. The role involves troubleshooting and resolving technical and administrative issues while providing exceptional customer service.

Responsibilities

• Engage directly with customers by phone, email, and chat to troubleshoot and resolve technical and administrative issues
• Provide clear, calm guidance while helping customers understand next steps
• Follow established processes and response timelines to meet service expectations
• Document work accurately and thoroughly in the appropriate systems
• Identify outdated or missing documentation and flag it so resources can improve
• Balance live customer interactions with follow-up tasks while staying focused
• Communicate openly about issues, progress, and roadblocks
• Uphold service, quality, and policy standards to ensure a consistent experience

Skills

• High school diploma or GED equivalent
• A quiet, dedicated workspace suitable for taking calls
• At least six months of experience providing technical support in a call center environment
• Strong written and verbal communication skills
• Basic troubleshooting skills and comfort navigating multiple systems at once
• Ability to remain calm and customer-oriented while resolving technical issues
• Dependable attendance and readiness to begin work at the scheduled start time
• Ability to work an eight-hour shift within our hours of operation which are: Monday through Friday from 5:00 AM to 7:00 PM Pacific Time and Saturday from 7:00 AM to 7:00 PM Pacific Time
• Ability to remain actively engaged and available during scheduled work hours
• Willingness and ability to learn new tools and technologies quickly
• Adaptability to evolving processes, procedures, and priorities
• Openness to feedback and a commitment to improvement

Company Overview