Remote Technical Support Rep (Austin Area Residents Only)
Burnett is partnering with a North Austin corporate technology services company to staff top talent for their Remote Technical Support Rep roles. This is an impressive global company that operates both in the public and private sectors. These opportunities are perfect for customer support reps with 6 months -1 year of Help Desk or recent grads who are interesting in moving into the IT Support arena! Start date will be 7/7/2025.
Technical Support Rep Key Objective: Identifies, tracks, escalates, resolves and reports customer problems in one or more of the following areas: network operating systems, desktop operating systems, application software (off the shelf and I/S developed), end-user computing tools, development tools, configuration support, network and mainframe communication, etc. Serves as the first point of contact for user problems and inquiries. Diagnoses problems through conversations with the user community and resolves problems which fall within Client Services guidelines and escalates more complex problems to the appropriate level. In this developmental job, as skill progresses, works on progressively more complicated problems and issues.
Technical Support Rep Main Duties:
- Provide technical support by directly responding to customer requests and inquiries.
- Identify IT productivity issues and provides troubleshooting, leveraging knowledge management practices, to remediate incidents.
- Educate customers and communicates troubleshooting steps.
- Resolve routine hardware and software incidents and apply knowledge, troubleshooting expertise, and judgment to resolve difficult issues.
- Follow documented workflow and established standards.
- Escalate to the appropriate technical resources for more complex incidents.
- Adhere to customer communication engagement tool standards (including phone logging and ticketing systems) and is available during scheduled shifts.
- Participate as an integral part of the team, exhibiting ownership, follow-through, initiative, awareness, and effective communication with customers, peers, upper tiers, and management.
- 6 months -1 year of Call Center/Technical Support experience or Recent Technical Grad.
- Knowledge of information systems and IT operations, such as Windows operating systems components, navigation tools, common hardware, and software-related concepts.
- Basic knowledge of networking devices, such as switches and routers.
- Technical troubleshooting, diagnostics, and incident management skills.
- Excellent listening, verbal, written, and interpersonal skills.
- Customer service skills with the ability to remain sensitive and responsive to customers' needs.
- Ability to translate technical information into understandable terms for a variety of audiences.
- Ability to pay close attention to details.
- Ability to work in a team-oriented environment.
- Ability to maintain composure in stressful situations.
- Ability to stay current with common computer operations concepts and tools for solving technical issues.
- Participates in special projects and performs other duties as assigned.
- Start Date will be 7/7/2025.
- The roles are 100% remote, but does require an Austin site visit prior to starting. Due to this, all candidates should be within a 50 mile radius of Austin.
- The center for this client is open Monday-Sunday, 5am-10:30pm. Candidates must be available for an 8-hour shift during that timeframe.
- Weekends will be rotated.
- These are Full-Time, 40+ hour/week positions.
- These roles are long term contract with possibility of going perm at some point.
- Pay is $16/hr to start (FIRM).
- All equipment is provided by the client.
- Hard-wired ethernet cable internet required. NO Wi-Fi allowed.
- Criminal Background Check Required