Job Description
Remote Tech Support & Customer Care Specialist
Company: DriveSavers Data Recovery
Location: Remote
About DriveSavers:
At DriveSavers, our mission is to rescue digital lives. For over three decades, we’ve been at the forefront of the data recovery industry, earning the trust and acclaim of our clients. Our dedication to our clients extends beyond just data recovery, and we are on the lookout for a Remote Tech Support & Customer Care Specialist. This dual-role will not only help our clients restore and backup their precious data but will also be a voice of assurance, guidance, and support through their customer journey.
Key Responsibilities:
Technical Support (20-30% of the role):
- Provide over-the-phone or screen-sharing guidance to clients for the restoration of their recovered data.
- Assist with data and iPhone restores, ensuring complete data integrity and usability.
- Help clients understand how their data is organized and make sure the data they want recovered by DriveSavers was truly recovered.
- Help clients set up data backup solutions tailored to their needs.
- Address any technical queries or issues faced during the restoration or backup process.
Customer Care (70-80% of the role):
- Manage and respond to customer inquiries, concerns, and feedback.
- Provide proactive support and guidance through the data recovery process.
- Coordinate appointments using tools like Calendly, ensuring seamless client experiences.
Stay Updated: Continuously improve knowledge regarding the latest Mac and Windows operating systems, and best practices in data recovery, restoration, and backup.
Required Qualifications:
- Experience: Minimum of 3 years in a tech support or customer care role, preferably related to data recovery or IT support.
- Operating Systems: Proficient in both Mac and Windows operating systems.
- Communication: Strong verbal and written communication skills.
- Problem Solving: Robust analytical and troubleshooting skills.
- Customer-Centric: Passionate about providing top-notch support and ensuring client satisfaction.
Preferred Qualifications:
- Familiarity with iPhone restoration processes.
- Experience with popular backup software and cloud solutions.
- A track record of successful remote support and stellar client service