Computer Tech Support Specialist - SME - Tier 2/3

NOW HIRING: Tier 2 Subject Matter Expert (SME) – Computer Tech Support w/ Sales, Billing & Retention Experience

READ FIRST – DO NOT APPLY WITHOUT THIS STEP

To be considered, you must submit your resume plus a 3 to 5 minute voice recording introducing yourself. Your audio must include:

1. Introduction (name, location, and background)
2. Full call center experience (include companies and job roles)
3. Technical expertise (platforms, tools, systems you support – Windows/macOS/iOS/Android/Servers)
4. Experience with Microsoft, Geek Squad, Dell, HP, or similar
5. Sales, retention, billing, or upselling experience

Applications without an audio introduction will be skipped.*

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ABOUT THE ROLE

We are hiring a Tier 2 Subject Matter Expert (SME) with proven experience in higher level tier 2/3 tech support and call center-based sales, billing, and customer retention

This is not a Tier 1 or entry-level role. We need a confident, highly skilled professional who can:
- Solve complex technical problems across Windows/macOS/mobile platforms
- Provide remote support with empathy and patience
- Speak confidently with U.S. customers, upsell services, resolve billing issues, and retain accounts

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YOU MUST KNOW HOW TO:
- Troubleshoot BSODs, system crashes, driver issues, and hardware failures
- Reinstall OS and recover systems (Windows/macOS)
- Set up networks, shared folders, file sharing, and printer configurations
- Resolve issues with iCloud, macOS upgrades, and mobile devices
- Support Windows Server issues (added bonus)
- Use remote tools to help customers fix their tech problems
- Talk to customers in a calm, friendly, and clear way – especially seniors or non-tech users

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AND ALSO:
- Handle billing questions, disputes, and payment issues
- Confidently upsell and retain customers using value-based conversations
- Document everything clearly in a CRM or ticketing system
- Meet performance targets related to customer satisfaction, call handling time, and conversions

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???? REQUIRED:
- 2+ years as a Tier 2+ Tech Support or SME (NOT entry-level)
- Call center or BPO experience supporting U.S. customers
- Strong English and communication skills
- Comfortable with sales + support in the same call
- Bonus: Background with Geek Squad, Microsoft, Dell, HP, or any MSP

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NICE TO HAVE (but not required):
- CompTIA A+, Network+, ACSP, MCP, or similar certifications
- Familiar with tools like Zoho Assist, TeamViewer, Zendesk, or VoIP softphones
- Experience in work-from-home tech support or managed service environments

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WHO YOU ARE:
- A confident and calm problem-solver
- You enjoy helping people AND selling solutions
- You're comfortable working independently and hitting KPIs
- You're detail-oriented and passionate about excellent customer service

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COMPENSATION:
- Competitive salary (based on experience)
- Performance bonuses
- Long-term, stable role with growth opportunities

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HOW TO APPLY:
1. Submit your OnlineJobs.ph profile/resume
2. Include a link to your 5-minute audio recording
3. Write a short cover message summarizing your relevant experience

REMEMBER: No audio = no review. We're serious about hiring the best.