We are seeking a dedicated Whole Home Tech Support Agent to deliver exceptional service to our customers. The ideal candidate will have expertise in optimizing and troubleshooting a variety of personal computing devices, including laptops, desktops, tablets, printers, scanners, gaming systems, smart TVs, and general digital file management. In this role, you will assist customers in resolving technical issues, enhancing device performance, and providing easy-to-understand guidance on utilizing their technology.

Primary Responsibilities:

• Customer Support and Education: Provide world-class service by explaining technical concepts in clear, accessible language. Offer remote technical support, guide customers through troubleshooting steps, and provide advice on optimizing their technology usage.
• Comprehensive Device Support: Assist with the setup, configuration, app installation, and troubleshooting of laptops, desktops, tablets, printers, scanners, gaming consoles, smart TVs, and related peripherals to ensure optimal performance.
• System Optimization: Conduct system cleanups, software updates, malware/virus removal, and performance tuning for computing devices, ensuring peak performance.
• Document Editing Software Support: Support customers with document editing software (e.g., Microsoft Office Suite and Adobe Acrobat), including installation, troubleshooting, usage, and file formatting.
• File and Folder Management: Assist customers in organizing, backing up, restoring, and managing their files and folders across various devices and cloud platforms, ensuring secure and accessible data.
• Documentation: Keep detailed records of all customer interactions and technical support provided, ensuring accurate and comprehensive tracking of each issue and solution.
• Effective Communication: Clearly communicate complex technical issues and solutions to customers with varying levels of technical expertise.
• Performance Metrics: Meet and exceed department key performance indicators (KPIs), including quality assurance standards, average handle time, and customer satisfaction ratings.

Qualifications and Skills:

• Experience: 1-3 years in a technical support role, ideally in a call center environment, providing direct assistance for devices.
• Technical Proficiency: Strong knowledge of Windows, macOS, iOS, and Android operating systems, as well as mobile devices and home networking (Wi-Fi, routers).
• Device Knowledge: Familiarity with troubleshooting a range of devices, including laptops, desktops, tablets, printers, gaming consoles, and smart TVs.
• Email Application Support: Experience troubleshooting third-party email applications such as iOS Mail, Android Mail, Microsoft Outlook, and Mac Mail.
• Communication Skills: Exceptional verbal and written communication skills, with the ability to convey complex technical issues in simple, customer-friendly language.
• Organizational Skills: Excellent attention to detail and strong organizational abilities, with a focus on multitasking and prioritization.
• Problem-Solving: Demonstrated ability to troubleshoot hardware and software issues, think creatively, and resolve customer concerns efficiently.
• Customer Focus: A proven track record of delivering high levels of customer satisfaction and consistently meeting quality assurance standards.
• Adaptability: Ability to work in a fast-paced, ever-changing environment and adapt to new technologies and processes.
• Educational Background: A HSD or equivalent experience is required.
• Must be willing to work onsite at our New Braunfels Location

Preferred Skills:

• Experience with antivirus/security software and system optimization tools.
• Familiarity with cloud storage services like Google Drive, Dropbox, and iCloud.
• Basic knowledge of smart home device integration with personal computing and entertainment systems.

Schedule Flexibility: Ability to work varying schedules to meet customer needs.

If you are passionate about technology, love problem-solving, and enjoy helping others, we’d love to have you join our team as a Whole Home Tech Support Agent!

How We Partner To Protect You: TaskUs will neither solicit money from you during your application process nor require any form of payment in order to proceed with your application. Kindly ensure that you are always in communication with only authorized recruiters of TaskUs.

DEI: In TaskUs we believe that innovation and higher performance are brought by people from all walks of life. We welcome applicants of different backgrounds, demographics, and circumstances. Inclusive and equitable practices are our responsibility as a business. TaskUs is committed to providing equal access to opportunities. If you need reasonable accommodations in any part of the hiring process, please let us know.

EEO: TaskUs is proud to be an equal opportunity workplace and is an affirmative action employer. We celebrate and support diversity; we are committed to creating an inclusive environment for all employees. TaskUs people first culture thrives on it for the benefit of our employees, our clients, our services, and our community.

We invite you to explore all TaskUs career opportunities and apply through the provided URL https://www.taskus.com/careers/ .