Desktop Support Technician - Remote

Overview

This position provides Tier I and II technical support and customer assistance for the mobile application and the Portal including analyzing, reproducing, reporting, and resolving problems in both iOS and Android mobile operating systems.

In Short

• Provide Tier I and Tier II technical support via phone, chat, and email for the mobile app and Portal.
• Analyze, reproduce, and resolve issues on both Android and iOS operating systems.
• Assist users with installing the mobile app and resolving login, connectivity, or user profile problems.
• Escalate unresolved issues to Tier III or leadership based on severity and impact.
• Create and manage detailed incident tickets in the ticketing system.
• Attend team meetings and share updates with team members.
• Stay informed on technology trends and contribute to a collaborative team environment.
• Diagnose root causes of user issues and decide on resolution steps.
• Handle distressed users with professionalism and empathy.
• 1–3 years of experience in a technical support or customer service role.

Requirements

• Proficiency with mobile operating systems (iOS and Android).
• Familiarity with ticketing systems and IT support workflows.
• Strong communication skills—both verbal and written.
• Ability to work independently and as part of a team.

Benefits

• Flexible hours may be required to support users across different time zones.
• Primarily remote or hybrid work environment.