Position Details:

Pay range: $15/hr - $19/hr

Job Title: Technical Support Representative

Location: 100% Remote – Work from Home

Shift Hours - Schedule: Monday – Friday, 12:00 AM – 8:00 PM

Duration: 2+ months (Possible extension)

Training: 2-week initial training period (attendance required)

Interview: Virtual - 15 minutes of video interview with the manager 

Start Date: December 1, 2025

The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, 401(k) retirement plan, life insurance, long-term disability insurance, short-term disability insurance, paid parking/public transportation, (paid time , paid sick and safe time , hours of paid vacation time, weeks of paid parental leave, paid holidays annually - AS Applicable)

Special Availability:

• January 6th–8th: Mandatory workdays; shifts will begin at 4:00 AM on these dates
• Thanksgiving Week: Work Monday and Tuesday only (subject to change)
• Holidays Worked: New Year’s Eve and New Year’s Day

Equipment Requirements:

• Candidates must have the following equipment in good working condition:
• Laptop or PC (must support Wind-10 and allow software downloads)
• Two monitors
• Headset
• Reliable high-speed internet connection
• ?? Mac computers are not supported.

Job Description – Position Overview:

• The Technical Support Representative provides front-line customer service support via phone to client’s internal and external customers.
• Client Retail Solutions specializes in providing inventory scanning solutions—including scanners and access points—to retail clients conducting self-scan inventories.
• Customers contact the Help Desk with questions about equipment setup, software configuration, and reporting dashboard navigation.
• The representative will guide clients step-by-step through the setup and inventory process, troubleshoot technical issues, and ensure a smooth customer experience.

Key Responsibilities:

• Provide assistance to customers during all phases of the inventory process.
• Help customers with equipment setup, operation, and troubleshooting to ensure successful inventory completion.
• Coordinate internal operational activities to ensure customer orders and requests are processed promptly.
• Accurately document customer interactions and resolutions in the department’s database.
• Respond to inquiries regarding company products and services under close supervision.
• Direct callers to appropriate departments or resources when necessary.
• Escalate complex or unresolved issues to senior support representatives.

Qualifications:

• Education: High School Diploma and some college coursework required
• Experience: Minimum 1 year of customer service experience (required)
• Light IT background (required)
• Prior remote work experience (required)

Skills:

• Strong verbal and written communication skills
• Proficient computer literacy in a Wind environment (must understand file directories, e.g., “C” drive)
• Ability to multitask in a fast-paced environment
• Self-motivated and able to work independently without distractions
• Flexible availability, especially during weekends, is a must
• Spanish language skills are a plus – NOT A must-have.

Additional Notes:

• This position requires reliability, adaptability, and the ability to troubleshoot technology-related issues with patience and professionalism.
• Candidates must demonstrate a strong customer service mindset, comfort with technical systems, and flexibility during peak inventory periods.