Virtual Repair Tech

About Our ClientThe organization operates in the home remodeling industry, providing high-quality remodeling solutions to homeowners. With more than 40 years of experience, the company focuses on delivering reliable home improvement services while investing in employee development and long-term career growth.About the OpportunityThe Virtual Repair Tech provides remote technical support for warranty and service-related customer concerns. This role diagnoses and resolves issues remotely whenever possible, helping customers avoid unnecessary in-home technician visits while improving service efficiency, reducing operational costs, and enhancing the overall customer experience.Responsibilities• Contact customers promptly after receiving an assigned claim.• Review scheduled work and identify opportunities to resolve issues without an in-home technician visit.• Assess claim information, including service notes, installation records, photos, videos, and service history.• Set clear customer expectations regarding the diagnostic and resolution process.• Use phone calls, video conferencing, photos, and other remote tools to diagnose service issues.• Troubleshoot and resolve warranty and service concerns remotely whenever possible.• Educate customers on proper product use, care, and maintenance.• Determine when an in-home technician visit is necessary.• Coordinate with internal teams to schedule required service appointments.• Maintain communication with customers until service appointments are confirmed.• Accurately document customer communications, diagnostic findings, and troubleshooting activities.• Follow company policies, warranty requirements, and customer service standards.• Identify recurring issues and trends to support product and service improvements.• Contribute to initiatives designed to reduce claim cycle times and improve customer satisfaction.Requirements• Strong troubleshooting, diagnostic, and problem-solving skills.• Excellent verbal communication and customer service abilities.• Ability to explain technical information clearly to customers with varying levels of technical knowledge.• Experience reviewing photos, videos, and other visual information to support diagnosis.• Professional and composed demeanor when handling escalated customer concerns.• Strong organizational and time-management skills.• Ability to manage multiple claims while maintaining ownership through resolution.• Basic computer proficiency, including Microsoft Excel and online research tools.• Ability to work independently while collaborating effectively with internal teams.Pay Range and Compensation Package• $25.00 per hour, plus potential monthly incentive compensation.Benefits & Perks• Health insurance.• Vision insurance.• Dental insurance.• 401(k) with company match.• Life insurance.• Paid training.• Paid time off, including floating holidays and birthday PTO. Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin. Note: RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.