NOW HIRING! Remote Helpdesk Support Representative (Temporary)
Pay Rate: $18.00 per hour
Location: Remote (Must reside within the United States)
Assignment Length: Temporary position for approximately 2–3 months, beginning August 10
About the Opportunity:
We are seeking a customer-focused and technically savvy Helpdesk Support Representative to join a Tier 1 Technical Support team on a temporary basis. This fully remote role is ideal for individuals who enjoy troubleshooting technology, assisting customers, and making a positive impact by supporting students, families, educators, and service providers.
Position Summary:
As a Tier 1 Technical Support Representative, you will serve as the first point of contact for customers through phone, chat, and email support. You will troubleshoot technical issues, provide exceptional customer service, document interactions, and escalate more complex concerns when needed. This role requires strong communication, problem-solving skills, and the ability to work independently in a remote environment.
Key Responsibilities:
- Respond to customer inquiries through inbound calls, chats, and emails.
- Prioritize and manage support requests based on urgency and impact.
- Troubleshoot basic technical and user-related issues involving webcams, microphones, and web-based platforms.
- Assist users remotely through phone support, chat support, and remote access tools.
- Investigate and resolve technical issues related to firewall access, driver installation, and Windows and Mac operating systems.
- Collaborate with school district IT staff, homeschooling families, and service providers to ensure seamless service delivery.
- Accurately document all customer interactions and resolutions within Salesforce.
- Research and identify solutions to new or previously unresolved issues.
- Triage and escalate complex technical issues to Tier 2 Support when appropriate.
- Respond to provider and customer billing inquiries.
- Enter and maintain school and student information within company systems.
- Process and fulfill equipment orders for schools and students.
- Provide support to parents, students, teachers, and service providers.
Qualifications:
- Prior customer service, help desk, technical support, or call center experience preferred.
- Strong troubleshooting and problem-solving abilities.
- Familiarity with Windows and Mac operating systems.
- Excellent verbal and written communication skills.
- Ability to multitask and manage priorities in a fast-paced remote environment.
- Experience with Salesforce, CRM systems, or ticketing platforms is a plus.
- Comfortable providing support through phone, email, chat, and remote access tools.
- Strong attention to detail and documentation skills.