CrewBloom
Talent so good, try us risk-free.
Customer Service Representative
Location
California + 3 moreAll locations: California, North Carolina, South Carolina, Washington
Posted
103 days ago
Salary
Not specified
High SchoolEnglishMac OS
Job Description
• We are seeking a highly skilled, phone-first Triage Technician who can confidently manage fast-paced inbound support calls.
• In this role, you will lead customers—often non-technical users and senior citizens—through initial troubleshooting with exceptional call control, patience, and clarity.
• You will follow established scripts and procedures precisely, maintain customer engagement, and prevent escalations to onsite or local repair shops.
• You will work closely with an assisting technician based in the Philippines, who will handle longer remote repair processes once an online session is established.
• Reliability, punctuality, and strict adherence to company methods are essential.
Job Requirements
- Answer inbound calls promptly and establish confidence within the first few minutes.
- Follow scripted call flows and guidelines with complete accuracy.
- Guide customers in simple, step-by-step language to initiate remote online sessions as quickly as possible.
- Set a 2–6 hour repair window and transition longer tasks to your Philippine counterpart.
- Perform structured phone walkthroughs for systems that will not load (Windows, macOS), including reaching recovery menus and performing resets or reinstalls when appropriate.
- Retain callers who request onsite or store services by providing clear, effective phone-based solutions.
- Troubleshoot common home-user issues including:
- Boot failures and OS crashes
- No internet or Wi-Fi reconnection
- New computer and printer setups
- Forgotten passwords
- Any issue preventing remote session initiation
- Collaborate closely with the assisting Philippine technician during remote repair sessions.
- After repairs are completed, call customers to verify results in real time and prepare clear, concise documentation.
- Handle billing when needed and confidently upsell support plans or additional services.
- Maintain call control, customer engagement, and strong professionalism throughout each interaction.
Benefits
- Based in the United States with strong phone presence and clear communication.
- Experience in call centers, IT helpdesk, or supporting home users.
- Strong knowledge of:
- Windows 10/11
- macOS
- ChromeOS
- Ability to guide customers through:
- BIOS
- Windows Recovery Environment
- macOS Recovery
- ChromeOS Powerwash
- Understanding of home networking basics (routers, DNS, proxies, Wi-Fi).
- Calm, patient teaching style—especially for beginners and seniors.
- Strong call control and the ability to simplify technical concepts.
- Professional discipline: punctuality, full-shift adherence, clean documentation, and consistent workflow.
- Join Our Dynamic Team: Experience our fun, inclusive, innovative culture that values your unique contributions and supports your professional growth.
- Embrace the Opportunities: Seize daily chances to learn, innovate, and excel. Make a real impact in your field.
- Limitless Career Growth: Unlock a world of possibilities and resources to propel your career forward.
- Fast-Paced Thrills: Thrive in a high-energy, engaging atmosphere. Embrace challenges and reap stimulating rewards.
- Flexibility, Your Way: Embrace the freedom to work from home or any location of your choice. Create your ideal work environment.
- Work-Life Balance at Its Best: Say goodbye to stressful commutes and hello to quality time with loved ones. Achieve a healthy work-life integration to perform at your best.
