Overview
We are seeking a knowledgeable and customer-focused Remote Technical Support Representative to assist clients with technical issues and product-related inquiries. The ideal candidate will have excellent communication skills, a strong technical background, and the ability to provide effective solutions while maintaining a positive customer experience.
Responsibilities:
Provide technical support to customers via phone, email, chat, or remote access.
Troubleshoot software, hardware, or network issues and guide users through step-by-step solutions.
Log and document customer interactions, technical issues, and resolutions accurately.
Escalate complex problems to higher-level technical teams when necessary.
Follow up with customers to ensure issues are fully resolved and satisfaction is achieved.
Maintain up-to-date knowledge of company products, services, and troubleshooting procedures.
Collaborate with internal departments to identify recurring issues and recommend improvements.
Assist in onboarding and training new customers or team members as needed.
Qualifications:
Proven experience in technical support, IT helpdesk, or a similar customer service role.
Strong understanding of computer systems, mobile devices, and networking concepts.
Proficiency with remote support tools and ticketing systems (e.g., Zendesk, Freshdesk, Jira, or similar).
Excellent problem-solving and analytical skills.
Strong written and verbal communication abilities.
Ability to manage multiple tasks and meet response time goals in a remote environment.
High-speed internet connection and a quiet, professional home workspace.
Associate’s or Bachelor’s degree in IT, Computer Science, or related field preferred (or equivalent experience).
Competencies:
Customer service orientation
Technical aptitude and adaptability
Patience and active listening
Attention to detail
Ability to work independently and as part of a team
Compensation & Benefits:
Competitive pay (hourly or salary-based)
Flexible remote work schedule (if applicable)
About Phoenix House California
Phoenix House
Phoenix House is a leading provider of substance abuse treatment and rehabilitation services. With multiple locations across the United States, they offer a range of evidence-based programs and services to support individuals struggling with addiction.
Mission
Phoenix House is dedicated to helping individuals achieve long-term recovery and improve their overall quality of life.
Services
Their services include residential treatment, outpatient programs, counseling, and support groups, all designed to address the unique needs of each individual.
Approach
Phoenix House takes a comprehensive approach to treatment, addressing the physical, emotional, and psychological aspects of addiction. Their experienced staff and clinicians work closely with clients to develop personalized treatment plans and provide ongoing support throughout the recovery process.
