Remote Technical Support Rep (Austin Area Residents Only) id-10191

June 5, 2025

Full job description

Burnett is partnering with a North Austin corporate technology services company to staff top talent for their Remote Technical Support Rep roles. This is an impressive global company that operates both in the public and private sectors. These opportunities are perfect for customer support reps with 6 months -1 year of Help Desk or recent grads who are interesting in moving into the IT Support arena!

Technical Support Rep Key Objective: Identifies, tracks, escalates, resolves and reports customer problems in one or more of the following areas: network operating systems, desktop operating systems, application software (off the shelf and I/S developed), end-user computing tools, development tools, configuration support, network and mainframe communication, etc. Serves as the first point of contact for user problems and inquiries. Diagnoses problems through conversations with the user community and resolves problems which fall within Client Services guidelines and escalates more complex problems to the appropriate level. In this developmental job, as skill progresses, works on progressively more complicated problems and issues.

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Technical Support Rep Main Duties:

Provide technical support by directly responding to customer requests and inquiries.

Identify IT productivity issues and provides troubleshooting, leveraging knowledge management practices, to remediate incidents.

Educate customers and communicates troubleshooting steps.

Resolve routine hardware and software incidents and apply knowledge, troubleshooting expertise, and judgment to resolve difficult issues.

Follow documented workflow and established standards.

Escalate to the appropriate technical resources for more complex incidents.

Adhere to customer communication engagement tool standards (including phone logging and ticketing systems) and is available during scheduled shifts.

Participate as an integral part of the team, exhibiting ownership, follow-through, initiative, awareness, and effective communication with customers, peers, upper tiers, and management.

Tech Support Qualifications:

6 months -1 year of Call Center/Technical Support experience or Recent Technical Grad.

Knowledge of information systems and IT operations, such as Windows operating systems components, navigation tools, common hardware, and software-related concepts.

Basic knowledge of networking devices, such as switches and routers.

Technical troubleshooting, diagnostics, and incident management skills.

Excellent listening, verbal, written, and interpersonal skills.

Customer service skills with the ability to remain sensitive and responsive to customers' needs.

Ability to translate technical information into understandable terms for a variety of audiences.

Ability to pay close attention to details.

Ability to work in a team-oriented environment.

Ability to maintain composure in stressful situations.

Ability to stay current with common computer operations concepts and tools for solving technical issues.

Participates in special projects and performs other duties as assigned.

Tech Support Compensation/Schedule/Location/etc:

The roles are 100% remote, but does require an Austin site visit prior to starting. Due to this, all candidates should be within a 50 mile radius of Austin.

The center for this client is open Monday-Sunday, 5am-10:30pm. Candidates must be available for an 8-hour shift during that timeframe.

Weekends will be rotated.

These are Full-Time, 40+ hour/week positions.

These roles are long term contract with possibility of going perm at some point.

Pay is $16/hr to start (FIRM).

All equipment is provided by the client.

Hard-wired ethernet cable internet required. NO Wi-Fi allowed.

Criminal Background Check Required

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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