Remote Cloud Service Technician

Rightworks LLC; Nashua (NH); Remote; USD 24,000 - 35,000; Full time

Benefits offered by this job

Disability insurance

Life insurance

401K match

Medical coverage

Dental coverage

Vision coverage

PTO and holidays

Volunteer time off

Job summary

Rightworks LLC is a remote-based Cloud Service Technician (CST) role offering frontline support to customers. The CST will handle tickets via portal or email, perform Tier 1 troubleshooting, and maintain a customer-first approach while collaborating with the service team to improve knowledge bases.

The role requires intermediate understanding of our technologies, strong communication skills, and the ability to meet performance metrics. Compensation is hourly at $21.43 with comprehensive benefits.

Qualifications

• Passion for delivering outstanding customer service.
• Clear, confident, friendly, and professional communication.
• Proficiency in computer usage, internet, and MS Office.
• Intermediate networking knowledge (Ping, DNS, IP, etc.).
• Intermediate application support experience.
• Intermediate troubleshooting fundamentals.
• Understanding of cloud concepts.
• Understanding of virtualization.
• Understanding of how technology interacts.

Responsibilities

• Meet all assigned metric goals for the role.
• Maintain an active presence in the assigned queue(s) throughout the day.
• Update and manage team service tickets based on internal policies.
• Provide a customer-first experience via phones and email.
• Collaborate across departments to resolve tickets.
• Perform Tier 1 troubleshooting on live calls and create detailed tickets.
• Resolve basic and intermediate customer requests using KBs and processes.
• Edit, update, and contribute new KB articles to share knowledge.
• Follow directions from more senior Techs and Supervisors.
• Be an active participant in team discussions and mentor CST personnel as needed.
• Overnight or weekend shifts as assigned.
• Handle other tasks as needed (App Availability, Driver’s Ed).

Skills

Customer service

Communication

MS Office

Networking basics

App support

Troubleshooting

Cloud concepts

Virtualization

Job description

Rightworks LLC is a remote-based Cloud Service Technician (CST) role offering frontline support to customers. The CST will handle tickets via portal or email, perform Tier 1 troubleshooting, and maintain a customer-first approach while collaborating with the service team to improve knowledge bases.

The role requires intermediate understanding of our technologies, strong communication skills, and the ability to meet performance metrics. Compensation is hourly at $21.43 with comprehensive benefits.