[Remote] Remote Technical Support Agent

Note: The job is a remote job and is open to candidates in USA. Retail Imaging is seeking a Remote Technical Support Agent to be the first point of contact for their clients’ customers. The role involves troubleshooting and resolving technical and administrative issues while maintaining high service standards and documentation accuracy.

Responsibilities

• Engage directly with customers via phone, email, and chat to troubleshoot and resolve technical and administrative issues
• Follow defined response and resolution timelines to meet or exceed SLA and performance goals
• Document all work accurately and clearly in the appropriate systems
• Identify and report gaps or outdated information in documentation to help improve team resources
• Balance live customer interactions with follow-up and administrative tasks, staying calm under pressure
• Communicate openly with teammates and leadership about issue status, progress, and potential roadblocks
• Uphold service, quality, and policy standards to deliver a consistent and positive customer experience

Skills

• High school diploma or GED equivalent
• At least six months of experience providing technical support in a call center environment
• Strong written and verbal communication skills, able to adapt to different audiences
• Basic troubleshooting skills and comfort using multiple systems or tools at once
• Proven reliability in attendance, punctuality, and follow-through
• Strong organizational skills and ability to prioritize in a fast-paced environment
• Willingness and ability to learn new tools and technologies quickly
• Solution-focused mindset with a proactive approach to challenges
• Comfortable asking questions and seeking clarification when needed
• Adaptable to changing priorities, procedures, or deadlines
• Open to feedback and continuous improvement

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