Customer Service & Technical Virtual Assistant (Full-Time | PST Hours)

Job Description:
We’re looking for a highly skilled Customer Service & Technical Virtual Assistant who excels in communication, technical support, organization, and emotional intelligence. You'll work closely with our growing computer repair and IT services company, assisting in customer communications, technical troubleshooting, administrative tasks, and managing daily operations to ensure seamless experiences for our clients.

Salary & Compensation:
# $500–$700 USD per month (first two months, based on experience).
# Salary reassessment after two months with potential increases based on performance.
# Commission opportunities available based on customer retention and successful project completions.

Work Schedule:
# Full-time, Monday–Friday, 8:00 AM to 5:00 PM Pacific Standard Time (PST)

Note: This is a monitored remote position during California business hours (8 AM–5 PM PST). Candidates must have a reliable computer (SSD drive, minimum 16GB RAM preferred), stable high-speed internet, and will undergo a 3-month probationary period.
#Must strictly adhere to Palm Desert, California time zone

Responsibilities:
#Provide exceptional customer service through phone calls, emails, texts, and chat, clearly explaining technical procedures to clients.
# Manage customer expectations, secure deposits prior to initiating service, and clearly communicate billing processes.
# Document all customer interactions meticulously using Google Docs, Excel, and RepairShopr.
# Coordinate with our technicians, monitoring project progress and timelines, providing timely updates to clients.
# Perform basic technical troubleshooting via remote tools like ConnectWise Control.
# Maintain and manage the owner’s daily schedule, appointments, and deadlines.
# Handle invoicing and billing until additional staff is onboarded.
# Occasionally conduct research to identify freelancers for project-based tasks.
# Proactively handle outreach via cold emails and social media during downtime.
# Utilize AI tools (e.g., ChatGPT) to create clear, customer-friendly communication.
# Actively request reviews and feedback post-service, ensuring customer satisfaction before seeking reviews.

Qualifications & Requirements:
# Must possess excellent spoken and written English (native-level fluency required).
# Strong technical background (experience in IT support, computer science, engineering, cybersecurity, networking, OS troubleshooting for Windows, Linux, and Apple).
# Prior experience with tools like Slack, Google Docs, Excel, RepairShopr, and ConnectWise.
# Proven proficiency using AI tools (especially ChatGPT) to streamline tasks and communication.
# High emotional intelligence, able to sense and adapt to customer emotions effectively.
# Exceptional organizational skills, meticulous documentation practices, and attention to detail.
# Independent, reliable, proactive personality with a willingness to take initiative.

Key Performance Indicators (KPIs):
#High customer satisfaction ratings and positive client feedback.
# Accuracy and clarity in client communication and documentation.
# Consistency in scheduling, invoicing, and administrative tasks.
# Timeliness and effectiveness of troubleshooting and technician coordination.

Please make sure to make out the title your favorite color alongside your favorite choice of food so i know you are not spam and know how to read and follow instructions.

Why Join Us:
# Opportunity to grow professionally within a supportive, dynamic team.
# Performance-based salary growth and commission opportunities.
# Work with innovative technology and AI-enhanced workflows.
# Gain exposure and experience in multiple aspects of business and IT operations.

If you're ready to join a growing IT company where your contributions will make a significant impact, please submit your resume along with a brief cover letter detailing your relevant experience and why you're the best fit for this role.