Career Story: Remote Computer Support Technician

Remote Computer Support Technician

Job Title: Remote Computer Technician

Education: Jefferson Technical and Community College (worked on Foreign Language degree, American Sign Language)

Previous Experience: I have worked with computers in my personal life for over ten years, I was working in customer service to the same company and have over five years of customer service experience.

Job Tasks: My company is a customer service company that provides over-the-phone basic technical support and carries out extended service plans for a number of providers such as Walmart, Sam's Club, Officemax, etc. When basic telephone troubleshooting does not resolve the customer's issue, we set the customer up for in-home or depot repair service at no charge to the customer.

Typical tasks/projects include being ready and able to answer calls when they come through, pull up accounts and assist the customer with their issues. Monthly tasks would include learning new program information and modifying to meet these changes/updates.

The entire day is spent speaking with customers or waiting to speak with customers. Virtually no time is spent in administrative tasks unless you are taking a coaching session with a supervisor to listen to your recorded calls and improve the quality of your service.

A non-typical day would include the power being out, or the computers not functioning. In that case, calls are still taken but are documented on paper. We are CompTia A+ Certified technicians, so we can always go to our lab full of computers and examine the hardware and brush up on general knowledge. We have several machines of various make/model that are running, pulled apart, or in pieces for us to examine and tinker with. My first week on the job, I was given two laptop computers and told to perform various functions on them, one software related, the other involving completely disassembling the unit and putting it back together once I located the piece of paper inside the unit that had been hidden.

Travel is non-existent within this company at the current position I hold, unless you are referencing commuting to work. Otherwise, I perform my work functions at a brick and mortar facility 40+ hours a week.

Best and Worst Parts of the Job: The best part of the job has got to be the fact that we get our own laptops during work hours to customize and use exclusively at our work station. These are provided so we have a computer free of corporate restrictions for us to troubleshoot other units with.

The worst part of the job is probably the attendance points system which is very restrictive, as well as the fact that you are sitting at a desk the entire day. It can lead to some weight gain :(

Job Tips:
1. Eat healthy. When you're sitting in a chair the entire day in front of a computer, you're going to gain some weight if you're not taking care of yourself.

2. Be patient. The people that call have already been routed through regular customer service so they've probably already been on the phone for 20 plus minutes and are quite aggravated.

3. Your calls are recorded in a call center setting and you have certain standards to meet. You have to answer every single call the same way, use the same 'key phrases' and end every call in the same fashion. It can seem monotonous.

4. It's not a job to have as a career.

Additional Thoughts: The pay is excellent. The benefits are excellent. If you have a disability or are looking for an easy job that you can keep with minimal effort, working in a call center is a good job. I work in a more specialized department, so there is a great deal more effort that takes place, but with greater responsibility comes greater freedom. Good luck.

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