Tech Sales & Solutions Specialist

Job Overview:
We are seeking a highly motivated and tech-savvy Tech Sales & Solutions Specialist to join our team. This is a unique, dual-role position where you will be the first point of contact for our inbound customer calls. Your primary responsibility is to diagnose the customer's technical issue, build immediate trust, and confidently sell the appropriate service plan or one-time fix. For many common issues, you will have the skills to resolve them during the initial call, providing instant value and a fantastic customer experience.

Key Responsibilities:

Inbound Sales & Consultative Selling: Answer inbound customer calls, listen to their technical problems, and recommend the best service solution (e.g., one-time fix, subscription plan, security package).

Technical Diagnosis & Triage: Quickly and accurately diagnose a wide range of computer issues over the phone, including software errors, virus/malware infections, performance slowdowns, connectivity problems, and hardware troubleshooting.

First-Call Resolution: Utilize your technical skills to resolve common issues directly during the call using remote access tools, command line, and system utilities. This includes tasks like virus removal, software installation, driver updates, and system optimization.

Customer Relationship Building: Build immediate rapport and trust with customers by demonstrating genuine technical knowledge and a desire to help.

Sales Conversion: Effectively communicate the value and benefits of our services, overcome objections, and close the sale to convert inquiries into paying clients.

Accurate Documentation: Log all customer interactions, diagnoses, solutions, and sales in our ticketing system with clear and concise notes.

Upselling & Cross-selling: Identify opportunities to provide additional value to the customer by recommending complementary services, such as annual support plans, premium security software, or data backup solutions.

Required Skills & Qualifications:

Technical Proficiency:

Proven experience in diagnosing and repairing Windows and macOS operating systems.

Strong understanding of computer hardware, software, networking, and internet connectivity.

Hands-on experience with common issues: virus/malware removal, Blue Screen of Death (BSOD) errors, slow performance, software conflicts, and driver issues.

Familiarity with using remote desktop support tools (e.g., TeamViewer, AnyDesk, Splashtop) is a plus.

Sales Acumen:

Natural ability to listen, empathize, and sell a solution.

Excellent verbal communication skills with a clear and confident phone manner.

Ability to explain complex technical concepts in simple, easy-to-understand terms.

Proven track record of meeting or exceeding sales targets (in a tech environment preferred).

Personal Attributes:

Customer-focused with a passion for problem-solving.

Highly organized and able to manage multiple tasks in a fast-paced environment.

Patience and resilience when dealing with frustrated or less tech-savvy customers.

A self-starter who is eager to learn about new technologies and threats.

Preferred Qualifications:

Relevant certifications (e.g., CompTIA A+, Microsoft Certified Professional, Apple Certified Support Professional) are a significant advantage.

Previous experience in a tech support call center, help desk, or a similar technical sales role.

Experience with CRM and ticketing systems.

What We Offer:

Competitive base salary plus an attractive uncapped commission structure.

Comprehensive training on our specific products, services, and sales techniques.

The opportunity to work remotely with a flexible schedule.

A supportive team environment with a focus on growth and development.

Employee discounts on company services and software.

• Key Responsibilities:
• Inbound Sales & Consultative Selling: Answer inbound customer calls, listen to their technical problems, and recommend the best service solution (e.g., one-time fix, subscription plan, security package).
• Technical Diagnosis & Triage: Quickly and accurately diagnose a wide range of computer issues over the phone, including software errors, virus/malware infections, performance slowdowns, connectivity problems, and hardware troubleshooting.
• First-Call Resolution: Utilize your technical skills to resolve common issues directly during the call using remote access tools, command line, and system utilities. This includes tasks like virus removal, software installation, driver updates, and system optimization.
• Customer Relationship Building: Build immediate rapport and trust with customers by demonstrating genuine technical knowledge and a desire to help.
• Sales Conversion: Effectively communicate the value and benefits of our services, overcome objections, and close the sale to convert inquiries into paying clients.
• Accurate Documentation: Log all customer interactions, diagnoses, solutions, and sales in our ticketing system with clear and concise notes.
• Upselling & Cross-selling: Identify opportunities to provide additional value to the customer by recommending complementary services, such as annual support plans, premium security software, or data backup solutions.