Note: The job is a remote job and is open to candidates in USA. Yoh, a Day & Zimmermann company, is seeking Technical Support Representatives to join a growing technology support team serving financial professionals. The Tier 1 role provides first-level assistance with system access, navigation, email, and general technology issues while delivering exceptional customer service and basic technical troubleshooting.
Responsibilities
- Provide first-level technical support through inbound phone calls
- Assist users with accessing and navigating internal applications and technology platforms
- Troubleshoot basic technology issues using a structured problem-solving approach
- Ask detailed questions to identify the root cause of technical concerns
- Guide users through troubleshooting steps such as browser settings, cache and cookie clearing, and system access issues
- Provide support for Microsoft Outlook, Microsoft 365, email configuration, and related technologies
- Deliver outstanding customer service while maintaining professionalism and empathy
- Strive for first-call resolution whenever possible
- Accurately document issues, resolutions, and follow-up actions
- Learn and support proprietary systems and technologies through structured training
- Collaborate with peers and escalation teams when additional assistance is required
Skills
- Strong customer service and communication skills
- Ability to build rapport and maintain a positive, professional attitude
- Excellent listening, probing, and problem-solving abilities
- Basic technical troubleshooting experience or aptitude
- Ability to learn new systems and technologies quickly
- Strong critical-thinking and organizational skills
- Ability to work effectively in a high-volume call environment
- Flexibility to work assigned schedules based on business needs
- Proficiency with Microsoft Windows, Office applications, mobile operating systems (iOS/Android), and multiple internet browsers
- Ability to explain technical concepts in a simple and user-friendly manner
- Strong written and verbal communication skills
- Continuous learning mindset and ability to quickly absorb new information
- Adaptability and ability to thrive in a changing environment
- Ability to de-escalate challenging customer situations with professionalism and empathy
- Previous experience in technical support, help desk, call center, customer service, or related environments
- Experience supporting Windows operating systems, Microsoft Office, Microsoft 365, email applications, and web browsers
- Financial services industry experience is a plus but not required
- Technical certifications such as CompTIA A+, Microsoft Office Specialist (MOS), Microsoft Certified Professional (MCP), or similar certifications are a plus
- Bachelor's degree or equivalent professional experience preferred
Benefits
- Remote after onsite training (must reside within commuting distance of the Tempe area)
- Medical, Prescription, Dental & Vision Benefits (for employees working 20+ hours per week)
- Health Savings Account (HSA) (for employees working 20+ hours per week)
- Life & Disability Insurance (for employees working 20+ hours per week)
- MetLife Voluntary Benefits
- Employee Assistance Program (EAP)
- 401K Retirement Savings Plan
- Direct Deposit & weekly epayroll
- Referral Bonus Programs
- Certification and training opportunities
Company Overview
Company H1B Sponsorship