Helpdesk/Web Support Specialist

Jobs via Dice; United States; Remote; USD 40,000 - 65,000; Full time

Job summary

Jobs via Dice is seeking a Helpdesk/Web Support Specialist to provide exceptional technical support for customers. This full-time remote role requires bilingual proficiency in Spanish and English, alongside strong problem-solving skills and experience with ticketing systems. You will work closely with customers and internal teams while maintaining performance metrics and enhancing service quality.

Qualifications

• Experience navigating web browsers and Windows environments.
• Previous call center and helpdesk experience.
• Ability to explain technical concepts to non-technical users.

Responsibilities

• Provide primary technical support for external and internal customers.
• Assist with troubleshooting and resolving technical issues related to web portals.
• Document incidents and resolutions in the ServiceNow ticketing system.

Skills

Bilingual (Spanish & English)

Strong verbal and written communication skills

Problem-solving

Multitasking

Organizational skills

Tools

ServiceNow

Job description

Join to apply for the Helpdesk/Web Support Specialist role at Jobs via Dice.

LATAM Candidates

Job Title: Helpdesk/Web Support Specialist

Openings: 2-3

Time Zone: 9 AM - 6 PM PST

Location: Remote - LATAM

Responsibilities

• Provide primary technical support for external and internal customers via calls, emails, and tickets.
• Assist with troubleshooting and resolving technical issues related to web-based portals (MyHome, TPO, PCG).
• Act as the first point of contact for IT support requests, escalating issues as needed.
• Support account management, website maintenance, data tools, and project-related tasks.
• Prepare, install, and test equipment for new hires.
• Resolve IT issues, including hardware/software conflicts, network connectivity, and security concerns.
• Document incidents, troubleshooting steps, and resolutions in the ServiceNow ticketing system.
• Create and update knowledge base articles with step-by-step guides.
• Prioritize and escalate tickets based on business impact and company guidelines.
• Provide exceptional customer service through effective communication and troubleshooting.
• Maintain strong relationships with customers, coworkers, and stakeholders.
• Serve as the IT Gatekeeper, ensuring efficient collaboration with the IT Infrastructure team.
• Set client expectations, manage service requests, and ensure timely resolutions in line with SLAs.
• Participate in occasional on-call support rotations.
• Uphold company values and contribute to a positive team culture.
• Meet and maintain Help/Service Desk performance metrics.
• Assist Level III support and management with workflow direction and process improvements.

Required Skills & Abilities

• Bilingual (Spanish & English) with strong verbal and written communication skills.
• Ability to explain technical concepts to non-technical users with patience and clarity.
• Experience navigating web browsers and Windows environments.
• Hands-on experience with ServiceNow or similar ticketing systems.
• Previous call center and helpdesk experience.
• Strong problem-solving, multitasking, and organizational skills.

To be considered for this opportunity, all you need to do is sign up and complete your profile for review by our Matching team. If you're the right fit, we'll reach out to you. Due to high application volume, feedback may not always be provided, but your profile will be considered for this and future openings.

Seniority level

• Not Applicable

Employment type

• Full-time

Job function

• Information Technology

Industries

• Software Development