Technical Concierge

Job Role Summary/Overview

The Technical Concierge serves as the first point of contact for incoming technical support calls. This position focuses on answering, screening, and directing customer inquiries to the appropriate department or tier of support. The role requires strong customer service skills, active listening, and the ability to capture accurate notes and understand basic technical terminology. Success in this position depends on professionalism, clear communication, and the ability to efficiently route customer calls based on their needs.

Job Highlights

• Hourly Rate: USD 5, the equivalent in your local currency
• Paid Hours per Week: 40 Hours
• Schedule: Monday to Friday, 8:00 AM to 5:00 PM Eastern Time — includes a 60-minute unpaid break
• Work Arrangement: Work from home
• Contract: Independent Contractor

Side note: Since this is a permanent work-from-home position and an “Independent Contractor” arrangement, the candidates must have their own computer and internet connection. They will handle their own benefits and taxes. The professional fees are on hourly rates and the rate depends on your performance in the application process.

Responsibilities

• Answer inbound calls and serve as the first point of contact for technical support.
• Gather preliminary information to determine the nature of the customer’s issue.
• Accurately document call details and transfer to the correct department or tier.
• Maintain professionalism and a positive attitude on every call.
• Follow established call-handling and escalation procedures.
• Use Salesforce or internal CRM to log call details and update case records.
• Communicate clearly with internal teams to ensure accurate handoff of cases.
• Support communication efforts via Microsoft Teams, Outlook, or similar tools.
• Dependent on the applicant, duties may include equipment ordering via NetSuite and the preparation and distribution of technician dispatch forms through DocuSign.
• Perform other duties as assigned.

Requirements

• 2–3 years of customer service or call center experience
• Experience working with US-based customers/clients
• Excellent verbal and written communication skills
• Strong note-taking and documentation abilities
• Ability to screen and assess customer issues to route to the correct support group

Preferred:

• Experience with Salesforce or similar CRM systems
• Familiarity with Microsoft Teams and Outlook
• General knowledge of TV systems or services
• Basic networking understanding (e.g., routers, modems, connectivity concepts)
• Experience in technical customer support

Independent Contractor Perks

• HMO Coverage for eligible locations
• Permanent work-from-home
• Immediate hiring

Reminder:

Kindly apply directly to the link provided; you will be redirected to BruntWork’s Career Site. Complete the initial requirements, including the voice recording, pre-screening assessment, and technical check of your computer/device.

ZR_29589_JOB