Helpdesk Technician

Pomeroy; Northern (KY); Hybrid; USD 38,000 - 58,000; Full time

Job summary

Pomeroy is seeking a remote IT customer service specialist to handle inbound calls, resolve basic inquiries, and route issues to the right teams.

You will document interactions, maintain accurate account histories, and strive to meet SLA targets while supporting multiple clients.

This temporary remote role requires a high school diploma and 2+ years of customer service, with strong communication and problem‑solving skills.

Qualifications

• High school diploma or GED.
• 2+ years of customer service or telephone experience.
• Experience with organizational functions and personnel.
• Experience with fax machines, computer software, and telephone technology.
• Experience with help desk software.
• Business and analytical problem solving skills.
• Ability to work independently.
• Ability to follow oral and written directions.

Responsibilities

• Answers telephones and responds to basic customer questions and/or forwards call to appropriate personnel.
• Records call on account history with results of the inquiry; initiates required confirmation without direct supervision.
• Researches customer inquiries and responds to appropriate parties in a timely manner.
• Processes customer requests by sending faxes, returning telephone messages, sending mail documents, or using other related communication.
• Processes calls in a manner that ensures service level agreements (SLAs) are met or exceeded.
• Records calls, processes requests and updates account history with results of inquiry to include proper documentation.
• Interfaces with team members, management, and customers in reference to customer service issues.
• Reviews client reports on a weekly basis to ensure data integrity; prepares and submits report to management.
• Reviews and recommends modifications to procedures and workflow as necessary to ensure efficient and effective processing of transactions.

Skills

Customer service

Phone support

Data entry

Documentation

Communication

Education

High School Diploma or GED

Tools

Help desk software

Fax machines

Office software

Job description

Anywhere - US (Remote/Work from Home), United States

Job Description

Essential Job Functions

Answers telephones and responds to basic customer questions and/or forwards call to appropriate personnel.

Records call on account history record with results of the inquiry; initiates required confirmation without direct supervision. Researches customer inquiries and responds to appropriate parties in a timely manner.

Processes customer requests by sending faxes, returning telephone messages, sending mail documents, or using other related communication.

Processes calls in a manner that ensures service level agreements (SLAs) are met or exceeded. Records calls, processes requests and updates account history with results of inquiry to include proper documentation.

Processes and distributes incoming and outgoing mail for multiple clients in accordance with established service level agreements.

Performs data entry and matches documents to appropriate accounts to ensure up to date and accurate information.

Interfaces with team members, management, and customers in reference to customer service issues.

Reviews client reports on a weekly basis to ensure data integrity; prepares and submits report to management.

Reviews and recommends modifications to procedures and workflow as necessary to ensure efficient and effective processing of transactions.

Basic Qualifications

High school diploma or G.E.D.

Two or more years of customer service or other telephone experience

Experience working with organizational functions and personnel

Experience working with fax machines, computer software, and telephone technology

Experience working with and skilled in the use of help desk software

Other Qualifications

Business and analytical problem solving skills

Ability to work independently

Ability to follow oral and written directions

#LI-DNI

Position Type

Temporary

Location

Remote - Work from Home

Area of Interest

IT

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