Remote Helpdesk Agent - Tech Support & Customer Care

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

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.