Help Desk Technician - Remote

Overview

The Help Desk Technician will assist clients by providing first and second level technical support, resolving issues, and ensuring smooth communication between clients and technical experts.

In Short

• Assist clients via phone with technical issues.
• Provide first and second level technical support.
• Document and track client issues thoroughly.
• Provide after-hours on-call support as needed.
• Handle escalated issues and participate in conference calls.
• Coach users through the problem resolution process.
• Work within departmental guidelines.
• Collaborate with peers to resolve challenging problems.
• Utilize internal and external resources for issue resolution.
• Maintain a high level of customer satisfaction.

Requirements

• High School diploma completed.
• 2 years of call center experience.
• 1 year of experience in technical support.
• Knowledge of PC and internet troubleshooting.
• Familiarity with FTP, XML, JSON, and Active Directory.
• Advanced English skills (85% or above).

Benefits

• Medical, life, and dental insurance.
• Flex Work/Work from home options.
• Paid time off and annual performance bonus.
• Education reimbursement.
• Family bonding and bereavement leave.
• Referral program and more.