Technical Support Representative Remote Wfh (Usa Only)

We are seeking a knowledgeable and customer-focused Remote Technical Support Representative to assist clients with technical issues and product-related inquiries. The ideal candidate will have excellent communication skills, a strong technical background, and the ability to provide effective solutions while maintaining a positive customer experience.

Responsibilities

• Provide technical support to customers via phone, email, chat, or remote access.
• Troubleshoot software, hardware, or network issues and guide users through step-by-step solutions.
• Log and document customer interactions, technical issues, and resolutions accurately.
• Escalate complex problems to higher-level technical teams when necessary.
• Follow up with customers to ensure issues are fully resolved and satisfaction is achieved.
• Maintain up-to-date knowledge of company products, services, and troubleshooting procedures.
• Collaborate with internal departments to identify recurring issues and recommend improvements.
• Assist in onboarding and training new customers or team members as needed.

Qualifications

• Proven experience in technical support, IT helpdesk, or a similar customer service role.
• Strong understanding of computer systems, mobile devices, and networking concepts.
• Proficiency with remote support tools and ticketing systems (e.g., Zendesk, Freshdesk, Jira, or similar).
• Excellent problem-solving and analytical skills.
• Strong written and verbal communication abilities.
• Ability to manage multiple tasks and meet response time goals in a remote environment.
• High-speed internet connection and a quiet, professional home workspace.
• Associate’s or Bachelor’s degree in IT, Computer Science, or related field preferred (or equivalent experience).

Key Competencies

• Customer service orientation
• Technical aptitude and adaptability
• Patience and active listening
• Attention to detail
• Ability to work independently and as part of a team

Compensation & Benefits

• Competitive pay (hourly or salary-based)
• Flexible remote work schedule (if applicable)
• Paid time off and holidays
• Professional development and certification opportunities