Technical Help Desk remote

Job Description

**CANDIDATES NEED TO BE LOCAL, WITHIN AN HOUR AND A HALF DRIVING DISTANCE FROM MASON LOCATION***

Title: STORE SYSTEMS SUPPORT

Duration: TEMP TO PERM- Only submit candidates that can convert at 90 days without a fee.

Schedule:

• SSS New Hire begins 7/21/2025
• Department Store Systems Support
• Training Window Dates 7/21/2025 -8/1/2025
• IT Cut Off Date 7/9/2025
• Training Hours 9a-530p
• Training Locations Virtual
• Department Staffing Hours 8a-12a Mon - Fri; 9a-10p Sat/Sun
• Agent shifts Schedules range with start times from 8a to 330p with 1 weekend shift & 1 day off during week
• Agent Shifts cont Shifts will be selected during training

Channels Supported Phone & Chat

Agents will support INBOUND Calls or INBOUND Chats

Department hours: Monday – Friday 8am – midnight; Saturday: 9am – 10pm; and Sunday 10am – 10pm Skills:

• Technical Aptitude Required
• Open Schedule Availability
• Previous call center experience preferred
• Previous technical / customer service experience preferred

Responsibilities:

• Technical Support Coordinator - Store Systems Support REMOTE Phone Support & Troubleshooting 100% of the time.
• Training and Transitions are mandatory in-office activities and typically span a total of three weeks.
• To start working at home they must pass a quality while they are in office, so depending on those results it could be 3+ weeks.
• The standard timeline involves a week and a half for Training, and then participants must successfully complete Transitions, including passing a call quality assessment, before being eligible to work from home.
• While most individuals are able to transition to remote work by the third week, those who encounter challenges in meeting quality standards will be required to remain in the office.
• Training and Transitions are mandatory in-office activities and typically span a total of three weeks. The standard timeline involves a week and a half for Training, and then participants must successfully complete Transitions, including passing a call quality assessment, before being eligible to work from home.
• While most individuals are able to transition to remote work by the third week, those who encounter challenges in meeting quality standards will be required to remain in the office.

Requirements

• Basic Technical knowledge of Microsoft Windows – able to trouble shoot application installs, windows machine system configurations (standard cpu and laptop)
• Basic Technical knowledge of PC Hardware (knowledge of CPU, monitor, basic hardware connectivity)
• Basic Hardware and software application trouble shooting skills Looking for candidates with strong empathy skills/retail background preferred Agencies will be billed $2,000 for missing equipment Criminal Screens must be clear to start working
• Candidate does not have to have HS diploma to work, however they will need a HS/GED to convert to a perm employee.

Must meet Technical Requirements:

Here’s a list of requirements that will give everyone the best chance for success when recruiting, training and retaining remote associates.

• The workspace should be free of outside distractions
• Cables should be routed away from any walkway to avoid slip and fall hazard
• Minimum internet speeds are 10 Megs download and 1 Meg upload (Instructions for Speed Test attached)
• Connectivity to the local network is required to be via ethernet cord plugged directly into the internet router. Connection cannot be wireless
• The workstation should be near a wired internet connect (only 6 feet ethernet cord will be provided)
• Must have a smart phone: Our remote connectivity security requires multi-factor authentication. The authentication requires the use of a smart phone app.
• Only provided hardware should be connected to the computer
• Must be willing /able to come pick up equipment from the CSC and capable of setting it up at home. Equipment includes: cpu, monitor, mouse, keyboard, headset, power cord, monitor adaptor cord, 6 ft ethernet cord.