Remote Helpdesk Agent - Call Center Support Jobs

The Elitejob; Malaysia; Remote; MYR 21,000 - 34,000; Full time

Benefits offered by this job

Fully remote work

Paid training

Flexible shifts

Performance bonuses

Job summary

Progressive Technology is seeking enthusiastic Remote Helpdesk Agents to join our Call Center Support team. You will be the first point of contact for customers, providing technical assistance, resolving issues with professionalism and empathy in a fast-paced remote environment.

Responsibilities include assisting via phone, email, or chat, diagnosing issues, documenting in ticketing systems, and escalating complex problems as needed, while maintaining quality guidelines and performance metrics.

Qualifications

• Minimum high school diploma; IT or customer-service certs are a plus.
• Excellent verbal and written communication.
• Strong problem-solving and critical-thinking abilities.
• Ability to multitask in a remote setting.

Responsibilities

• Respond to customer inquiries via phone, email or chat regarding software, hardware and networks.
• Diagnose and troubleshoot technical issues with step-by-step guidance.
• Document issues and resolutions in ticketing systems accurately.
• Escalate complex issues to appropriate technical teams.
• Maintain professionalism and empathy in customer interactions.
• Follow up to ensure systems are fully functional post-troubleshooting.
• Adhere to SOPs, quality guidelines and performance metrics.

Skills

Communication

Problem-solving

Multitasking

Remote work

OS proficiency

Internet reliability

Education

High school diploma

Tools

Zendesk

ServiceNow

Windows

MacOS

Microsoft Office

Job description

Job Summary

Progressive Technology is looking for enthusiastic and customer-focused Remote Helpdesk Agents to join our dynamic Call Center Support team. As the first point of contact for our customers, you will provide technical assistance and resolve support issues with professionalism, empathy, and efficiency. This is an excellent opportunity for individuals who thrive in a fast-paced, remote environment and have a passion for solving problems and delivering top-notch service.

Key Responsibilities

• Respond to customer inquiries via phone, email, or chat regarding software, hardware, and network-related issues.

• Diagnose and troubleshoot technical issues, guiding customers through step-by-step solutions.

• Document issues and resolutions in internal ticketing systems accurately and promptly.

• Escalate complex issues to appropriate technical teams when necessary.

• Maintain a high level of professionalism and empathy while addressing customer concerns.

• Follow up with customers to ensure their systems are fully functional after troubleshooting.

• Adhere to standard operating procedures, quality guidelines, and performance metrics.

Required Skills and Qualifications

• High school diploma or equivalent; additional certifications in IT or customer service are a plus.

• Excellent verbal and written communication skills.

• Strong problem-solving and critical-thinking abilities.

• Ability to multitask and manage time efficiently in a remote work setting.

• Proficiency in using Windows/Mac OS, Microsoft Office Suite, and basic troubleshooting tools.

• Dependable internet connection and a quiet workspace for calls.

Experience

• 1+ year of experience in a helpdesk, call center, or customer support environment preferred.

• Experience with remote desktop support tools and CRM/ticketing systems (e.g., Zendesk, ServiceNow) is an advantage.

Working Hours

• Flexible scheduling options including morning, afternoon, evening, and weekend shifts.

• Full-time: 35-40 hours/week | Part-time: 15-25 hours/week.

• Schedules are assigned based on availability and business needs.

Knowledge, Skills, and Abilities

• Customer-first mindset with a high level of patience and empathy.

• Ability to work independently and stay motivated in a remote environment.

• Knowledge of basic networking concepts (e.g., Wi-Fi, VPN, routers).

• Strong attention to detail and commitment to service quality.

• Willingness to continuously learn and adapt to new technologies and procedures.

Benefits

• Fully remote work – no commute, ever!

• Competitive hourly pay with performance bonuses.

• Paid training and professional development opportunities.

• Medical, dental, and vision insurance (for eligible employees).

• Paid time off and holiday pay.

• Employee wellness programs and technology stipends.

Why Join Progressive Technology?

At Progressive Technology, we do not just offer jobs – we build careers. You will be part of a forward-thinking company that values innovation, collaboration, and people. Our supportive and inclusive work culture empowers you to thrive professionally while maintaining work-life balance. Whether you are looking to grow in the tech support field or gain remote work experience, we provide the tools, training, and mentorship you need to succeed.