TECHNICAL SUPPORT REPRESENTATIVE - (HOME-BASED)

Job Responsibilities: • Manage and respond to customer inquiries concerning operation and configuration of the Optos Panoramic200. • Trouble-shoot network problems including connectivity, wireless LAN access, VPN/broadband, and non-reporting issues. • Log interactions into the CRM system. • Evaluate and escalate calls to field teams for critical issues and hardware issues. • Remotely install/troubleshoot software and upgrades, data base repair, and remove of software viruses. • Research technical and software issues to identify trends for early detection and repair. • Perform data migration on customer computers. • Ability to work 40 hours per week (available shifts: 9am EST 6pm EST OR 10am EST 7pm EST OR 11am EST 8pm EST), including one Saturday shift (8am EST 5pm EST) every four weeks. Minimum Education & Experience: • High School diploma or equivalent • 1+ year of Technical Support experience required • Previous experience working in a customer care environment • Extensive knowledge and practical experience of Windows operating systems including Windows 98/NT/2000/XP/Vista/7, MS Office applications, and internet browsers • PC hardware and configuration skills • Intermediate IT networking knowledge • High-speed home internet connection required.