**Description**

**Title:** Technical Support Specialist

**Location:** Remote-US

**Salary:** $20/hr

**About PSI**

We are PSI Services. We power world leading tests. Delivered with trusted science and the very best test taker experience. PSI supports test-takers on their journey to pursuing dreams and gaining certifications that are important to them. They believe that their dreams are worth working for; that their dreams are worth the effort. And we believe that too. This is our core purpose, to empower people to achieve their dreams. We do this by being the best provider of workforce solutions, which foster both technology and science to deliver the best solutions for our test takers.

Within PSI is a division called GMetrix. GMetrix is an industry-leading provider of practice tests and learning materials aimed toward preparing users for certification in a variety of software programs and other skills. We work with our partners to ensure that our users have all the training and support they need to succeed in their certification journey. We value lifelong learning, and we seek to make that possible for everyone.

Learn more about what we do at: https://www.psiexams.com/

**Why This Role is Important to GMetrix**

In this role, the Technical Support Agents primarily work with our customers via phone calls, emails, and remote connections to answer their questions and troubleshoot any issues they might be experiencing. Our support agents also work closely with our other departments to provide user feedback on both our software and content, and when they are available, they also assist with other projects.

**Who We Are Looking For**

This opportunity is ideal for a determined and proactive individual who is willing to develop their skills in a variety of technical support roles. This role requires proficiency in computer skills, excellent verbal and written communication, enthusiasm, and flexibility. We’re also looking for someone who is a self-starter, able to manage multiple projects, and embraces the prospect of being part of a growing organization, where they can personally make a difference.

**Core Responsibilities**

+ Answer customer phone calls and emails

+ Ask clarifying questions to properly troubleshoot the reported issues

+ Provide timely resolution of customer issues

+ Educate customers on our products while assisting them

+ Train customers on how to use our software and access our content

+ Assist our development team with testing new products and content

+ Monitor trends in customer concerns and report them to the support manager

**Role Requirements**

+ High School Diploma or equivalent required

+ One year of experience in a Customer Service / Technical Support role highly preferred

+ Ability to work efficiently in a high-demand, team-oriented, and fast-paced environment is required.

+ MS Office Suite experience (Outlook, Word, Excel, Teams) or equivalent

+ Exceptional interpersonal skills and client-oriented approach.

+ Provide customer support with friendliness and patience

+ Ability to troubleshoot effectively and ask clarifying questions to understand the situation

+ Quick to learn new skills

+ Must have access to reliable high-speed internet and a quiet home working environment.

+ Familiarity with Windows and macOS operating systems is a plus

+ Familiarity with Adobe Creative Cloud and/or Autodesk software is a plus

+ Fluency in Spanish and other non-English languages is a plus

**Benefits & Culture**

At PSI, our culture is to be transparent and fair. That’s why all of our roles have been benchmarked at a competitive rate against the local market they are based in. To be transparent all of our adverts now include the salary so you can see if we align with your expectations when looking for your next role.

In addition to a competitive salary, we offer a comprehensive benefits package and supportive culture when you join us. This includes:

+ 401k/Pension/Retirement Plan – with country specific employer %

+ Enhanced PTO/Annual Leave

+ Medical insurance – country specific

+ Dental, Vision, Life and Short-Term Disability for US

+ Flexible Spending Accounts – for the US

+ Medical Cashback plan covering vision, dental and income protection for UK

+ Employee Assistance Program

+ Commitment and understanding of work/life balance

+ A culture of embracing wellness, including regular global initiatives

+ Access to supportive and professional mechanisms to help you plan for your future

+ Volunteer Day and a culture of giving back to our community and industry through volunteering opportunities

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.