Job Description

This is a remote position

Job Title: Customer Service-Technician

Role: Technician/Customer Service

Reports to: Program Manager

Compensation: Up to 750,000/year for qualified candidates

Shift Timings: During training (4-6 weeks) applicants will need to work 8AM to 5PM Pacific Time (8:30PM to 5:30 AM IST). After training multiple shift options are available, depending on business need.

Position Description and Purpose: Are you someone with a background in customer service looking to break into technology? This role at a fast-paced, boutique IT firm may be for you. No previous tech experience is required, just enthusiasm for technology and a desire to help solve issues. We will provide you with the tech training necessary to succeed at TurnPoint, in this role and beyond.

You will function as the face of the TurnPoint Technology Help Desk team including, fielding calls and tickets, assigning tickets, working on tickets, and escalating client flags or tech issues as appropriate to managers. Monitor own workflow and project tasks. Accountable for accurately triaging customer issues, performing technical work, and thorough internal documentation through to successful resolution and closure. Accountable for escalating key executive and tech issues appropriately to managers.

Required Infrastructure: This is a work from home role and we require employees to have the following (at their expense)

• Home (fixed) internet with an upload speed of at least 20Mbps
• Either an iPhone capable of running the latest version of iOS or an Android device running either the current version of Android or the previous version of Android (versions Android 12 and 13 at this time).
• A mobile data plan with voice, text, and data and hotspot functionality (as a backup to your fixed broadband).

Note: Experience with the following technologies is a bonus:

• Microsoft Windows 10/11
• Microsoft 365
• Microsoft SharePoint
• Microsoft Teams
• Printers
• Technical & Customer Service Responsibilities \xe2\x80\x93 90%:

• Triaging customer requests over email and phone
• Dispatching tasks to colleagues
• Scheduling work with customers
• Consulting with customers to determine the severity and impact of their issues
• Creating procurement requests per TurnPoint\xe2\x80\x99s procedures
• Act as liaison between clients and technical staff.
• Function as client interface on phones and ticket thread intake including:

• Provide support Monday \xe2\x80\x93 Friday, 8AM-5PM PT and periodic after hours work as required.
• Perform tech tasks as self-assigned and assigned by tech managers.
• Proactively identify, prioritize, diagnose, troubleshoot issues and deliver accurate tech work.
• Walk clients through the problem-solving process in plain language terms, on their tech level.
• Create, review and maintain tasks owned by self for support of client projects.
• Maintain awareness of current work and status, managing tasks through to successful closure.
• Create tasks, to contribute to client onsite visits and related meetings.
• Ensure proper recording, documentation, and closure of all client inquiries using online tools.
• Effectively utilize online tools: ZenDesk, Asana, AirTable, OneNote and other tools as required.
• Monitor and update all assigned tickets on a daily basis.
• Record and document tech processes to contribute to TurnPoint Tech Manual.

• Leadership Responsibilities \xe2\x80\x93 8%:

• Exemplify and champion superior client communication and service.
• Emphasize quality, continuous improvement and high performance.
• Enact and champion company policies.
• Track, route and redirect issues to correct resources and internal team for support.
• Balance support ticket threads, task execution and project work for timely completion.
• Escalate unresolved client queries to the next level of support properly and in a timely manner.
• Adhere to workflow best practices: attention to detail, thoroughness and follow-through.

• Special Position Requirements \xe2\x80\x93 2%:

• Obtain and maintain technical certifications as required.
• Other duties as assigned.

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