Role overview
Employment type: Full-time
Pay: $18 - $20/hour, based on experience
Work model: Fully remote
What this job involves
Provide IT helpdesk and product support for customers across managed service providers, technology companies, and product support businesses. You will handle inbound requests, troubleshoot technical problems, and help users understand the next steps toward resolution.
The support team operates 24/7/365, offering exposure to a variety of technical environments and daily challenges.
Primary responsibilities
- Deliver friendly, professional service to clients and end users.
- Handle inbound IT helpdesk calls, product support calls, tickets, and service requests.
- Troubleshoot technical issues efficiently while keeping users informed.
- Communicate clearly and patiently, showing empathy throughout each support interaction.
Skills you will need
- Level 1 technical experience in a helpdesk environment.
- Strong troubleshooting skills. Relevant home-lab experience is welcome.
- Familiarity with modern Windows and macOS operating systems.
- Excellent verbal communication skills, including the ability to guide users over the phone.
- Strong organization and attention to detail.
- A proactive approach to learning technology and resolving support issues.
- A customer service mindset and enthusiasm for helping people.
Helpful experience
- Previous work at a managed service provider.
- Personal technical projects or other experience that demonstrates problem-solving and user support skills.
Benefits
- Medical, dental, and vision insurance.
- 401(k) plan.
- Paid time off.
- Professional development assistance and certification reimbursements.
- Overtime opportunities.