[Hiring] Technical Specialist @TurnPoint Technology

Role Description

This is a remote position.

• Job Title: Customer Service-Technician
• Role: Technician/Customer Service
• Reports to: Program Manager
• Compensation: Up to ₹875,000/year for qualified candidates
• Shift Timings:
  • During training (4-6 weeks), applicants will need to work 8 AM to 5 PM Pacific Time (8:30 PM to 5:30 AM IST).
  • After training, multiple shift options are available, depending on business needs. Some shifts include:
    • Monday-Friday, 8 AM to 5 PM Pacific Time (8:30 PM to 5:30 AM IST)
    • Friday-Tuesday, 8 AM to 5 PM Pacific Time (8:30 PM to 5:30 AM IST)

Are you someone with a background in customer service looking to break into technology? This role at a fast-paced, boutique IT firm may be for you. No previous tech experience is required, just enthusiasm for technology and a desire to help solve issues. We will provide you with the tech training necessary to succeed at TurnPoint, in this role and beyond.

You will function as the face of the TurnPoint Technology Help Desk team, including:

• Fielding calls and tickets
• Assigning tickets
• Working on tickets
• Escalating client flags or tech issues as appropriate to managers
• Monitoring own workflow and project tasks
• Accountable for accurately triaging customer issues, performing technical work, and thorough internal documentation through to successful resolution and closure
• Escalating key executive and tech issues appropriately to managers

Qualifications

• Background in customer service
• Enthusiasm for technology
• Desire to help solve issues

Requirements

• Home (fixed) internet with an upload speed of at least 20Mbps
• Either an iPhone capable of running the latest version of iOS or an Android device running either the current version of Android or the previous version of Android (versions Android 12 and 13 at this time)
• A mobile data plan with voice, text, and data and hotspot functionality (as a backup to your fixed broadband)
• Experience with the following technologies is a bonus:
  • Microsoft Windows 10/11
  • Microsoft 365
  • Microsoft SharePoint
  • Microsoft Teams
  • Printers

Technical & Customer Service Responsibilities – 90%

• Triaging customer requests over email and phone
• Dispatching tasks to colleagues
• Scheduling work with customers
• Consulting with customers to determine the severity and impact of their issues
• Creating procurement requests per TurnPoint’s procedures
• Acting as liaison between clients and technical staff
• Functioning as client interface on phones and ticket thread intake including:
  • Providing support Monday – Friday, 8AM-5PM PT and periodic after hours work as required
  • Performing tech tasks as self-assigned and assigned by tech managers
  • Proactively identifying, prioritizing, diagnosing, troubleshooting issues and delivering accurate tech work
  • Walking clients through the problem-solving process in plain language terms, on their tech level
  • Creating, reviewing and maintaining tasks owned by self for support of client projects
  • Maintaining awareness of current work and status, managing tasks through to successful closure
  • Creating tasks to contribute to client onsite visits and related meetings
  • Ensuring proper recording, documentation, and closure of all client inquiries using online tools
  • Effectively utilizing online tools: ZenDesk, Asana, AirTable, OneNote and other tools as required
  • Monitoring and updating all assigned tickets on a daily basis
  • Recording and documenting tech processes to contribute to TurnPoint Tech Manual

Leadership Responsibilities – 8%

• Exemplifying and championing superior client communication and service
• Emphasizing quality, continuous improvement and high performance
• Enacting and championing company policies
• Tracking, routing and redirecting issues to correct resources and internal team for support
• Balancing support ticket threads, task execution and project work for timely completion
• Escalating unresolved client queries to the next level of support properly and in a timely manner
• Adhering to workflow best practices: attention to detail, thoroughness and follow-through

Special Position Requirements – 2%

• Obtaining and maintaining technical certifications as required
• Other duties as assigned

What to Expect in Our Hiring Process

As part of our recruitment process, shortlisted candidates will be invited to complete a one-way video interview. This format allows you to record answers to a few pre-set questions at your convenience, using your phone or computer. This step enables us to understand you beyond your resume and is therefore a vital part of our selection process. You’ll receive detailed instructions and a link to complete this process. No live interaction is required, and you can complete it within the given deadline.

If you’re unfamiliar with one-way interviews, don’t worry - we’ll guide you through it.

Please keep an eye on your inbox; sometimes emails from us or our interview platform may land in your spam or junk folder. We wouldn’t want you to miss any important communication from us, especially during this key step in the process.