Job Overview

We are seeking a knowledgeable, customer-focused Remote Technical Support Representative to assist clients with technical issues and product-related inquiries. In this role, you will diagnose problems, provide step-by-step solutions, and ensure a smooth and positive support experience. The ideal candidate will have strong technical skills, excellent communication abilities, and the ability to work independently in a remote environment.

Responsibilities:

  • Provide technical support to customers via phone, email, chat, or remote-access tools.
  • Troubleshoot software, hardware, and network-related issues.
  • Walk customers through solutions, updates, installations, and system configurations.
  • Document all customer interactions, issues, and resolutions in the ticketing system.
  • Escalate complex cases to advanced technical teams when necessary.
  • Follow up on unresolved issues to ensure customer satisfaction.
  • Maintain an up-to-date understanding of company products, services, and support procedures.
  • Assist with onboarding and training new customers or team members when needed.

Qualifications:

  • Previous experience in technical support, IT helpdesk, or a similar role.
  • Strong understanding of computer systems, operating systems, mobile devices, and basic networking.
  • Experience with troubleshooting tools, remote support platforms, and CRM/ticketing systems (e.g., Zendesk, Freshdesk, Jira).
  • Excellent communication, problem-solving, and analytical skills.
  • Ability to work independently and manage multiple support requests.
  • Reliable high-speed internet and a quiet remote workspace.
  • Associate’s or bachelor’s degree in IT, Computer Science, or related field is a plus.
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