Technical Concierge

Job Description

This is a remote position.

Schedule :   Monday to Friday, 8 : 00 AM to 5 : 00 PM Eastern Time — includes a 60-minute unpaid break

Total Weekly Hours :   40 hours

Position Summary : The Technical Concierge serves as the first point of contact for incoming technical support calls. This position focuses on answering, screening, and directing customer inquiries to the appropriate department or tier of support. The role requires strong customer service skills, active listening, and the ability to capture accurate notes and understand basic technical terminology. Success in this position depends on professionalism, clear communication, and the ability to efficiently route customer calls based on their needs.

Duties and Responsibilities :

• Answer inbound calls and serve as the first point of contact for technical support.
• Gather preliminary information to determine the nature of the customer’s issue.
• Accurately document call details and transfer to the correct department or tier.
• Maintain professionalism and a positive attitude on every call.
• Follow established call-handling and escalation procedures.
• Use Salesforce or internal CRM to log call details and update case records.
• Communicate clearly with internal teams to ensure accurate handoff of cases.
• Support communication efforts via Microsoft Teams, Outlook, or similar tools.
• Dependent on the applicant, duties may include equipment ordering via NetSuite and the preparation and distribution of technician dispatch forms through DocuSign.
• Perform other duties as assigned.

Success Skills and Abilities :

Requirements

Preferred :

Benefits

Independent Contractor Perks

ZR_29589_JOB

Requirements

2–3 years of customer service or call center experience Experience working with US-based customers / clients Excellent verbal and written communication skills Strong note-taking and documentation abilities Ability to screen and assess customer issues to route to the correct support group Should have a stable internet connection and a quiet workspace