Technical Support Tech

Technical Support Agent

We are seeking a Technical Support Tech I to provide support to end users on a variety of issues, identifying, researching, and resolving technical problems. This role involves responding to telephone calls, emails, and personnel requests for technical support, while documenting, tracking, and monitoring the issues to ensure timely resolutions. The position requires working under immediate supervision, following instructions and pre-established guidelines.

Responsibilities include managing escalations, including level 3 assistance and issue investigation. Handle customer service survey responses and related escalations. Create and write Standard Operating Procedures (SOPs). Perform various administrative tasks, such as managing transactional and help tickets. Conduct investigations and deep dives to resolve problems. Collaborate with multiple teams across the organization. Deal with escalations related to the trading program, shipping issues, and customer complaints regarding device grading and conditions. Investigate fraudulent orders and shipping discrepancies. Create and enter reports as part of traditional administrative work.

Essential skills include experience in SOP creation and writing. Proven ability to manage escalations and conduct investigations. 2-4 years of experience in customer support, tech support, or retail. Proficiency in Microsoft Office. Understanding of leadership principles.

Additional skills and qualifications include experience in customer-facing roles, particularly in handling escalations. Creative problem-solving and out-of-the-box thinking. Self-starter with initiative to investigate and resolve issues.

The position is based in New York. It follows a hybrid work model with 3 days in-person and 2 days remote. Initially, the role may require 5 days in-office for ramp-up. The role involves managing the trade-in program and assisting with consumer electronics affordability. This exciting opportunity allows for collaboration, network growth, and solving real-world problems. The contract is temporary, with no extension possible, but conversion is possible for the right fit.

This is a Contract position based out of New York, New York. The pay range for this position is $25.00 - $29.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

This is a hybrid position in New York, NY.

This position is anticipated to close on Oct 17, 2025.