Remote Technical Support Operator

You will be my first line of contact for customers who dial in with technical questions about our product. Every interaction happens over the phone, so a clear speaking voice, steady internet, and a quiet workspace are must-haves.

Accuracy matters more than speed: callers rely on you to troubleshoot, document each step taken, and record key details in our CRM without errors. Expect a steady flow of issues that range from simple “how-to” guidance to deeper diagnostics that follow a predefined decision tree. When you reach a hard stop, you’ll create an escalation ticket and note exactly what you tried, saving the next tier from repeating work.

To make sure we stay aligned, I’ll provide a short script, product manual, and remote call-logging access before your first shift. You’ll shadow a senior agent for two sessions, then take calls solo with live Slack backup.

Deliverables I will review at the end of every shift:
• Clean call log exported from the CRM (ticket number, caller info, steps taken, resolution or escalation)
• Summary of any recurring issues you notice so we can update the knowledge base

Acceptance criteria: zero missing fields in the log, correct ticket categorisation, and courteous phone etiquette on each recorded call.

If you enjoy solving problems in real time and can keep meticulous records while talking, you’ll fit right in.