What We Do – My Premium Tech Pro: White Glove Support
Our team delivers on-demand phone and video assistance 365 days a year for a wide range of internet and entertainment services. Whether removing malware or installing the latest smart home device, our tech experts provide personalized guidance to customers in real-time.
Connected Device Setup – Smart speakers, DIY security systems, smart appliances, and home theater
Computing Devices – PCs, laptops, printers, modems, routers, smartphones, and accessories
Technical Services – Cloud backup, Wi-Fi/network setup, streaming platforms, and Bluetooth connectivity
Customers connect with live experts for installation, troubleshooting, configuration, and usage guidance across all major technologies and platforms.
Job Summary
The Tier 1 Technical Support Specialist serves as the first point of contact for users experiencing technical issues. This role involves providing support via phone, email, chat, or ticketing systems, diagnosing common problems, and resolving them or escalating as needed. A successful agent delivers a seamless, helpful, and professional experience to every customer.
Key Responsibilities
Respond to incoming support requests and log accurate details in the ticketing system
Troubleshoot common issues such as:
Login/access errors
Printer or peripheral connectivity
Software functionality
Internet or network configuration
Guide customers through problem-solving steps with clarity and empathy
Follow established procedures, scripts, and escalation protocols
Ensure high-quality customer interactions and issue resolution
Top Skills and Qualifications
Technical Skills
Basic Troubleshooting
Windows and macOS navigation
Wi-Fi/networking fundamentals (IP addresses, routers)
Peripheral device setup and troubleshooting
Software Support Proficiency
Microsoft 365 applications
Ticketing tools (e.g., ServiceNow, Zendesk, Freshdesk)
Remote desktop support platforms
Typing & Multitasking
Ability to document in real time while interacting with users
Soft Skills
Clear and Confident Communication
Delivers concise, articulate, and professional verbal and written communication
Explains complex technical issues in a simple, user-friendly manner
Empathetic and Customer-Focused Approach
Demonstrates genuine patience, active listening, and emotional intelligence
Maintains a courteous and positive tone, even under pressure
Analytical and Resourceful Problem-Solving
Applies logical thinking and creative troubleshooting strategies
Asks precise, thoughtful questions to quickly identify root causes
Collaborative and Team-Oriented Mindset
Engages positively with team members and escalates effectively when needed
Displays reliability, accountability, and a willingness to assist peers
Flexible and Quick-Learning Attitude
Adapts swiftly to evolving tools, technologies, and work processes
Embraces feedback with a growth mindset and eagerness to improve
Preferred Qualifications
Associate degree in IT, Computer Science, or a related field (or equivalent experience)
6+ months in a technical support, help desk, or customer-facing IT role
