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.