Remote Cloud Service Technician (Tier 1 Support)

Rightworks LLC; United States; 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

Paid holidays

Volunteer PTO

Job summary

Rightworks LLC is seeking a Cloud Service Technician to join a remote team dedicated to delivering frontline support for customers. You will manage tickets, troubleshoot Tier 1 issues, and keep service quality at the forefront with a customer-first mindset.

The role is remote-based in the United States, offers hourly compensation of $21.43 and a comprehensive benefits package including disability, life, health coverage, a strong 401K match, generous PTO, paid holidays, and volunteering time off.

Qualifications

• Passion for delivering outstanding customer service.
• Clear, confident, friendly, and professional communication with customers.
• Proficiency in computer usage, internet, and Microsoft Office.
• Intermediate networking: Ping, Trace Route, Gateway, DNS, Subnet, IP Address, MAC Address.
• Intermediate application support.
• Intermediate troubleshooting fundamentals.
• Intermediate understanding of what the Cloud is.
• Intermediate understanding of what Virtualization is.
• Intermediate understanding of how technology interacts.

Responsibilities

• Meet all assigned metric goals.
• Act as frontline support in the assigned queue throughout the day.
• Update and manage service tickets per internal policies.
• Provide a Customer-First experience via phone and email.
• Collaborate with teams across departments to resolve tickets.
• Perform Tier 1 troubleshooting on live calls and create detailed tickets.
• Resolve basic customer requests using KBs and documented processes.
• Escalate advanced issues using proper procedures.
• Edit, update, and contribute KB articles to share knowledge.
• Listen to and follow directions from senior Techs and Supervisors.

Skills

Customer service

Communication

Microsoft Office

Networking basics

Application support

Troubleshooting

Cloud understanding

Virtualization

Technology interactions

Tools

KB articles

Job description

Rightworks LLC is seeking a Cloud Service Technician to join a remote team dedicated to delivering frontline support for customers. You will manage tickets, troubleshoot Tier 1 issues, and keep service quality at the forefront with a customer-first mindset.

The role is remote-based in the United States, offers hourly compensation of $21.43 and a comprehensive benefits package including disability, life, health coverage, a strong 401K match, generous PTO, paid holidays, and volunteering time off.