Tier 2 Tech Support & Sales Specialist
POSITION SUMMARY This is a sales-driven, quota-driven contract role for a proven sales closer with real certified computer repair skills and Tier 2 technical depth. The primary objective is to take hard-to-close calls from home-based end users, prevent them from defaulting to local repair shops, and convert those calls into paid remote service. You must take control of the conversation, build trust quickly, and start solving problems over the phone. ESSENTIAL DUTIES AND RESPONSIBILITIES Inbound Sales: Answer 15–20 new inbound computer repair sales calls per day. Conversion: Maintain a 33%+ overall conversion rate on total calls. Revenue Generation: Meet and exceed a $1,500+ daily sales quota with a $300 average ticket per closed sale. Call Control: Prevent callers from defaulting to "I'll just take it to a local computer shop". Technical Troubleshooting: Resolve Windows 11 boot issues, BitLocker recovery, and forgotten passwords. Platform Support: Provide support across Windows, macOS, Chromebook, Android, and iOS. Remote Access: Expertly navigate remote access setup on Macbook and Chromebook computers. Documentation: Document each call accurately and completely within internal systems. Performs other duties as assigned MINIMUM QUALIFICATIONS (KNOWLEDGE, SKILLS, AND ABILITIES) Technical Expertise: Strong in Tier 2/Tier 3 remote troubleshooting and Windows recovery paths. Sales Proficiency: Ability to handle objections without sounding pushy and close difficult calls confidently. Language Skills: Strong spoken and written English with a professional phone presence. Home Office: Must have a quiet home office, reliable high-speed internet, and a professional headset. EDUCATION AND EXPERIENCE Certification: CompTIA A+ is required; current or expired is acceptable. Professional Background: Proven Tier 2 or Tier 3 remote support experience. Sales Experience: Proven phone sales, retention, or quota-carrying closing experience. Readiness: Must be ready to start immediately with minimal ramp time; no training provided on core sales or tech. PHYSICAL REQUIREMENTS Sedentary Work: Prolonged periods sitting at a desk and working on a computer. Lifting: Must be able to lift up to 15 pounds at times. Focus: Able to provide full professional focus during agreed service windows