Work at Home Tech Support Agent

About Us

We are a leading minority-owned CX provider with over 25 years of experience, specializing in delivering digital-first, people-centered customer experiences for globally recognized brands. We excel at solving complex customer experience challenges and are committed to fostering an environment where employees can thrive as their genuine selves.

About The Role

We are seeking a natural problem-solver with excellent interpersonal skills to join our team as a Tech Support Agent. The ideal candidate can actively listen to understand customer needs, explain technical solutions clearly, remain calm under pressure, and maintain accuracy in record-keeping. A genuine desire to improve the customer's experience is essential.

Responsibilities

• Provide guidance to customers regarding product or service inquiries, concerns, or difficulties.
• Actively listen to diagnose issues and deliver effective, clear solutions.
• Maintain detailed records of customer interactions for quality assurance, reporting, and follow-up.
• Update and manage customer information to ensure data accuracy and currency.
• Identify opportunities to present customers with new or improved services that align with their needs.
• Offer recommendations and support that add value and enhance the overall customer journey.

Requirements

• High school diploma or GED required.
• A minimum of 3 years of experience in customer service and technical support is mandatory.
• Must have a dedicated, private home workspace that matches the address on file.
• Comfortable using company-provided equipment, including webcams if necessary.
• A stable Internet/Broadband connection (DSL or Cable only; Satellite, Dial-up, or Wireless connections like 5G are not accepted).
• Your workstation must be directly connected to the internet, with proof of an ISP meeting minimum download speeds of 10 Mbps and upload speeds of 3 Mbps.
• For internal candidates: Must not be under any corrective action or performance improvement plans, must have been in the current role for at least 6 months, and possess relevant industry/program experience.

Perks

• Comprehensive health, dental, and vision coverage, with Health Savings Account (HSA) options.
• Paid time off.
• Flexible payment options, including daily or weekly pay.
• 401(k) retirement savings plan.
• Career advancement through leadership development programs.
• Access to continuous learning via Alorica Academy's open courses.
• Paid training and opportunities for tuition reimbursement.
• Exclusive employee discounts on a variety of goods and services, including groceries, travel, insurance, phone plans, health and wellness products, and pet supplies.
• Employee assistance program offering personal and professional support.
• A range of additional voluntary benefits to suit individual needs.

Additional Information

This position is currently hiring remotely. We are an Equal Opportunity Employer, supporting Veterans and individuals with disabilities. The information provided is intended to describe the general nature and level of work performed by employees in this role.