Customer Technical Support

Important Note:

• Open to candidates in the following approved states only: AZ, CA, CO, CT, FL, GA, ID, IL, IN, MD, MI, NC, NJ, NV, NY, OH, OR, PA, RI, TN, TX, UT, VA, WA, WI, WV

Must-Haves:

• Help Desk, Desktop Support, Technical Support, IT Support, or similar hands-on troubleshooting experience
• Strong customer service experience alongside technical support skills
• Experience troubleshooting common hardware, software, applications, smart devices, connectivity, or general end-user technical issues
• Ability to diagnose technical problems and walk non-technical customers through troubleshooting steps
• Ability to explain technical concepts in simple, customer-friendly language
• Strong verbal communication, active listening, and de-escalation skills
• Comfortable supporting customers across video, voice, and chat
• Comfortable being on camera for approximately 50% of customer interactions
• Patient and comfortable assisting elderly and less technically savvy customers
• Professional on-camera presence and distraction-free remote workspace
• Ability to work scheduled shifts within the 9 AM to 8 PM Eastern operating window
• Must currently reside in one of the approved WFH states

Plusses:

• Previous call center or contact center experience
• Experience providing remote IT or technical support
• Experience supporting customers through video-based interactions
• Familiarity with CRM, ticketing, or help desk systems
• Experience supporting mobile apps, connected devices, Wi-Fi, Bluetooth, or consumer technology
• Experience in a high-volume technical support environment

Day-to-Day:

• Handle inbound technical support and customer service interactions via video, voice, and chat
• Troubleshoot customer issues involving applications, smart devices, connectivity, setup, and general product technology
• Ask effective discovery questions to identify the root cause of technical issues
• Walk customers through troubleshooting steps in a clear, patient, and easy-to-understand manner
• Support one customer at a time while taking the first incoming interaction
• Provide white-glove customer service with a strong focus on first-contact resolution
• Document customer interactions, troubleshooting steps, and resolutions within CRM or support systems
• Escalate advanced technical issues to senior agents or supervisors when appropriate
• Meet schedule, attendance, customer experience, and quality expectations
• Maintain a professional on-camera presence and appropriate virtual workspace

Job Description:

Insight Global is seeking Video First Customer Service Representatives for a high-growth consumer technology organization. This position blends IT troubleshooting, Help Desk support, and white-glove customer service , making it ideal for candidates who have experience solving technical issues while working directly with end users. Representatives will support customers through video, voice, and chat, troubleshooting applications, connected devices, setup, connectivity, and other technical issues. Candidates should be confident translating technical information into simple instructions, particularly when supporting elderly or less technically savvy customers. This is a fully remote, permanent opportunity for candidates residing in one of the approved states.

• Start Date: November 9th
• Salary Offered: $43,680 annually