Home-Based Technical Support Representative

Job Description

The DCX Client Services - Home Based Client Care Advocatethat will work as a full-time employee for a growing business based in the United States.You will get a chance to learn new skills as well as demonstrate skills you've learned in the past.You will be responsible for closely following the instructions and processes outlined by our client.

The daily tasks will vary so it will be necessary to be very flexible in this position.Other necessary characteristics of the job include having a strong attention to detail, ability to work well with co-workers, and a desire to learn new work skills.

Ideal Candidates will be:

• Excel in fast-paced, tech-focused environments
• Love solving problems and supporting others
• Are curious, growth-minded, and eager to learn
• Deliver outstanding customer experiences
• Strive to make a meaningful impact
• Bring a process-driven approach to your work
• Have experience with platforms like Zendesk, HubSpot, or similar CRM and support tools
• Are proficient in Microsoft Suite
• Use AI and grammar-check tools to enhance communication
• Understand SLAs and Tiered Ticketing Models
• Have experience providingtechnical support within a SaaS platform
• Possess strongtechnical writing skills

Programs that will be used:

• Microsoft Suite (Word, Excel, PowerPoint)
• Google Suite

Role Details

• Industry: Promotions
• Work Shift: 8:00 AM - 5:00 PM CST(USA)
• Work Days: Monday through Friday (USA)
• Written and spokenEnglish skill: Very Proficient
• Salary Range: 37,500

Daily Responsibilities

• Providetimely, pragmatic support across chat, email, and phone
• Act as a subject matter expert and Tier 1 support forFacilisgroup'sproprietary software
• Train andassistinternal users as needed
• Troubleshoot, document, and escalate system/process issues
• Create andmaintainhelpful resources and FAQs
• Collaborate with training to reduce support tickets
• Handle sensitive information with confidentiality
• Contribute to internal and external knowledge bases
• Perform other duties as assigned
• Thrive on solving problems and digging for solutions

Additional Job Requirements

• Bachelor's degree
• Minimum of 3-5 years of relevant support experience, preferably with a SaaS company
• Strong written and verbal communication skills
• Excellent listening and comprehension abilities
• Demonstrated ability to quickly learn new technologies, troubleshoot, and communicate clearly
• Analytical problem-solver who takes ownership through resolution
• Proficient in resolving time-sensitive customer issues
• Process Oriented

About DCX

DCX is a leading BPO that supports growth minded small and medium sized businesses in the United States.If you're interested in working with some of the fastest growing companies in the USA, we're excited to have you apply!

To our customers, we promise that we will help them focus on their most important goals by providing superior back-office services.We bring a mindset of quick response, attention to detail, and innovative ideas to all that we do for our customers.

To our team members, we promise to be a company that is, first and foremost, dedicated to our employees.We aim to be a compassionate organization that looks after everyone's well-being through generous salaries, empathetic management, and growth-oriented training.We are always looking to offer perks in addition to pay, including work-from-home opportunities, travel allowances, meals, and more.

We look forward to receiving your application and getting to know you better!