Slide • Are you the Everything IT guy/gal?
• Do you love helping people and sharing your knowledge?
• Do you have a knack for figuring things out with little or no supervision?
• Do you love exploring ways technology helps you do your favorite things?
• Do you want to grow your career with a company that rewards hard work?
• Do you want to work from the comfort of home?
SBE – Service Business Evolution is an industry-leading business development, project management and training company in Phoenix, AZ. We offer comprehensive solutions to help HVAC (heating, ventilation and air conditioning) company owners across the USA and Canada grow profitable, scalable and sustainable businesses. Our team focuses on providing the very best customer service and business training available. Our team of hard-working and dedicated Coaches, Trainers, and Support specialists help HVAC owners set aggressive goals and implement strategies that will transform their companies into industry leaders and job creators. APPLY NOW ABOUT SBE Join the SBE family as a Technical Support Specialist! In this full-time employee role, you will work from your home office to be the friendly face of SBE and support our internal and external customers with computers, smartphones, software, apps, etc. You’ll handle tickets using your technical expertise and passion for outstanding customer service to answer questions or troubleshoot technical issues to find solutions. We have a great career opportunity for you if you can: • Effortlessly engage with users/members, actively listen, analyze and isolate technical issues
• Multitask in systems while patiently providing step-by-step instructions
• Navigate multiple applications to research solutions
• Work independently with discipline and motivation to succeed in a virtual environment
• Work in a structured environment with strict adherence to your assigned full-time schedule and take inbound calls, emails and tickets from users/members. What’s in it for you? • Full-time, work-from-home, position as an SBE employee
• Laptop, monitor, and iPhone provided by SBE
• Health and time off benefits
• 100% work at home, including training
• 401(k) investment options with employer match opportunities
• Ability to develop your skills and grow your career
• An opportunity to work for a company passionate about people
Essential Duties and Responsibilities • Handle calls/emails/tickets including but not limited to: new user requests, password resets, user permissions, dropbox application configuration and sync, create new dashboards, virus/malware removal, configure and deploy systems for new employees, general technical support issues
• Track all activities in Zoho Desk and Zoho CRM
• Recognize and escalate difficult technical / business issues to manager
• Extensive experience in investigating and solving problems with the ability to think “out-of-the-box” and develop creative solutions
• Manage multiple support tickets at one time
• Meet support SLAs and provide superior customer support Requirements • Must have previous technical support experience
• Strong troubleshooting skills
• Quick leaner with a positive personality
• Must be comfortable attending and speaking in frequent Zoom meetings
• Excellent English written and verbal communication skills
• Able to work 40 hours, M-F, 7am–4pm AZ time with reliable attendance
• Courteous and friendly with a high level of professionalism
• Self-driven, quick learner, with the ability to get things done and done well with minimal supervision
• Willingness to follow procedures and adhere to policies
• Strong time management skills and attention to detail
• Ability to pass a technical assessment
• Ability to pass a background check Preferred Skills: • Zoho One Suite (primarily Zoho CRM and Zoho Desk)
• G Suite Administration
• Microsoft Windows and Office
• Dropbox
• Learning Management Systems (Matrix LMS)
• Zoom
• Google Calendar and Apptoto
• Configure and troubleshoot hardware and software for PC, Mac, printers and mobile devices
• Virus and malware Location Requirements Must live and work in AZ or FL Home Office Requirements • SBE provides you a laptop, monitor, keyboard, mouse, headset, and iPhone. The computer contains a built-in webcam that is required to be used for training and meetings.
• You must have a secure, quiet, distraction-free work environment without any conflicting responsibilities during your scheduled work shift. (Conflicting responsibilities may include caring for a family member)
• Your home office must have a stable internet connection with no packet loss
• DSL, Fiber, or Cable Internet (Dial up, Mobile Hotspot, or Satellite internet service cannot be used)
• Minimum internet speeds: 20 Mbps download, 3 Mbps upload About SBE