Role OverviewThe Virtual Repair Technician (VRT) provides remote technical support to customers with warranty and service-related concerns, accurately diagnosing and resolving issues without requiring an in-home technician visit whenever possible. The VRT owns each assigned claim from initial customer contact through final resolution, including setting expectations, conducting remote troubleshooting, and documenting findings.
What You Will Do
Contact customers promptly upon assignment of a warranty or service claim, review claim information, establish clear expectations, utilize remote diagnostic tools, troubleshoot and resolve service issues, and maintain detailed documentation of customer communications.
Why It Might Be a Fit
The ideal candidate has strong troubleshooting and problem-solving abilities, excellent verbal communication and customer service skills, and the ability to explain technical concepts in a clear and understandable manner.
Requirements
- Strong troubleshooting and problem-solving abilities
- Excellent verbal communication and customer service skills
- Ability to explain technical concepts in a clear and understandable manner
- Experience reviewing photos, videos, and visual evidence to diagnose issues
- Ability to remain calm and professional when handling escalated customer concerns
- Strong organizational and time management skills
- Ability to manage multiple claims simultaneously while maintaining ownership and accountability
- Basic computer skills, Excel experience, and the ability to search for online solutions for warranty claims
Benefits
- Health Insurance
- Vision Insurance
- Dental Insurance
- Life Insurance
- 401(k) with Company Match
- Paid Training
- PTO
- Floating Holiday
- PTO on your Birthday
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