macOS and Windows - Computer Tech Support Expert

Job Title: macOS and Windows - Computer Tech Support Expert

Job Type: Full-time | Remote

Job Description:

We are looking for a highly experienced **macOS and Windows PC Support Specialist** with a **minimum of 2 years in the call center industry**, specializing in computer repair and technical troubleshooting. This role requires **exceptional English communication skills** with an accent and voice that closely match an American counterpart.

The ideal candidate must also be **comfortable with pitching upsells** after service, such as offering **extended support plans, antivirus packages, and other premium services**, as well as confidently discussing initial pricing with callers.

**Key Responsibilities:**
- Provide expert-level **technical support** for macOS, Windows PCs, and various devices, including Android and iOS.
- Troubleshoot and resolve complex **hardware and software issues**, such as:
- Printer connectivity problems
- Operating system errors and boot-up failures
- Malware removal and system optimization
- Blue Screen of Death (BSOD) and kernel panic troubleshooting
- Internet and network connectivity issues
- Guide elderly customers through step-by-step solutions over the phone, ensuring patience and clarity in explanations.
- Maintain a high first-call resolution rate and build rapport with customers to keep them engaged on the line.
- **Confidently discuss service pricing** with callers and ensure clarity before proceeding with technical assistance.
- **Pitch relevant upsells** after troubleshooting, such as **extended support plans, antivirus solutions, and system optimization packages**.
- Provide professional and friendly customer service while ensuring technical accuracy in troubleshooting.

### **Qualifications:**
- **2+ years of call center experience**, with a strong focus on **computer repair and technical support**.
- **Excellent spoken and written English**, with a neutral or American-like accent.
- Deep understanding of **macOS, Windows PCs, iOS, and Android devices**.
- Proven ability to troubleshoot **complex tech issues over the phone**.
- Experience handling **elderly customers** who may struggle with technology.
- Strong problem-solving skills and ability to work autonomously.
- **Comfortable with sales pitching** and discussing pricing transparently with customers.

### **Why Join Us?**
- Competitive salary with performance-based incentives.
- Work from home with a reliable support system.
- Opportunity to work with an experienced team and grow within a reputable company.

If you meet the qualifications and have the expertise we’re looking for, **apply now!**