Job description
About the Role
We are looking for a technically savvy, customer-focused Technical Support Representative to join our team and serve as the front line of technical assistance for our clients and internal teams. In this role, you will troubleshoot hardware and software issues, guide users through solutions, and ensure that every interaction leaves the customer feeling supported and confident. If you have a passion for technology, a gift for clear communication, and a genuine desire to help others, this fully remote role offers the opportunity to make a meaningful impact every day.
Key Responsibilities
- Serve as the first point of contact for customer technical inquiries via phone, email, and chat channels.
- Diagnose and troubleshoot hardware, software, connectivity, and account-related issues with patience and precision.
- Guide customers step-by-step through solutions, ensuring they understand the resolution and feel confident going forward.
- Escalate complex issues to higher-tier support or engineering teams as needed, ensuring seamless handoffs and follow-through.
- Deliver exceptional customer service in every interaction, maintaining a friendly, professional, and empathetic demeanor.
- Accurately document customer interactions, troubleshooting steps, and resolutions in the customer relationship management (CRM) system or ticketing system.
Requirements
- Previous experience in technical support, help desk, IT support, or related customer-facing technical role is preferred. Entry-level candidates with strong technical aptitude, relevant certifications, and a passion for helping other is encouraged to apply.
- Familiarity with troubleshooting Windows, macOS, iOS, and Android environments; experience with common software applications, networking concepts (Wi-Fi, VPN) and basic hardware diagnostics.
- Experience using ticketing systems (i.e. Zendesk, Freshdesk, Jira Service Management, Salesforce Service Cloud) and remote desktop tools.
- Excellent verbal and written communication skills with a methodical approach to diagnosing and resolving issues.
- Genuine desire to help others, with the patience and emotional intelligence to handle frustrated or confused customers with care.
- Ability to manage multiple support requests simultaneously, prioritize effectively, and maintain accurate records.
- Ability to work independently in a remote environment while staying connected to the broader team.
Benefits
- Work from anywhere
- Paid training
- Flexible schedule
- Supportive and collaborative environment
- Opportunities for growth and advancement
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