Remote Help Desk Call Center Agent

AnswerNet; United States; Remote; USD 18,000 - 26,000; Full time

Job summary

AnswerNet is seeking a Customer-focused L1/L2 Helpdesk Technician to deliver first and second-level support for hardware, software, and network issues.

You will research, diagnose, troubleshoot, and own issues end-to-end, escalating when needed to internal teams following standard procedures. Excellent communication and a strong technical background are essential.

Qualifications

• Remote work eligible; this is a remote position.
• Prior technical support or help desk experience.
• Strong communication, writing, and grammar skills.

Responsibilities

• Serve as first/second point of contact via phone, email, or tickets.
• Perform root cause analysis and provide immediate solutions.
• Route tickets and document resolutions and follow-ups.
• Maintain knowledge base for desktop environment.
• Create and manage user email accounts.
• Provide VM/Remote Desktop support and monitor network issues.

Skills

Phone Etiquette

Customer Service

Communication Skills

Critical Thinking

Troubleshooting

Help Desk Apps

VOIP Telephony

Technical Troubleshooting

Education

High School Diploma

Tools

Zendesk

FreshService

VOIP

Job description

Work Hours: Must have flexible open availability

Pay Range: $16.00/hr

Reports to: AHS General Manager

Job Type: Full-time

About AnswerNet

AnswerNet is the brand name for the AnswerNet family of companies including AnswerNet, Inc., New AnswerNet Inc., Cerida Investment Corp., ECC (Energy Choice California), Synergy Solutions, TPV.com, and Ansercomm to name a few. Together with our affiliates, AnswerNet operates more than 20 contact centers within the continental United States and Canada. We provide a vast range of services to optimize telephone answering services, appointment setting and confirmation, customer support, third-party verification, sales, lead qualification, market research, and a host of other contact management solutions. In all, AnswerNet has more than 10,000 satisfied clients and we process over 125 million interactions per year.

Job Summary

Customer-focused L1/L2 Helpdesk Technician responsible for providing first and second-level technical support to end-users for issues related to hardware, software, and network systems. This position will involve researching, diagnosing, troubleshooting, finding solutions, and taking ownership of customer-reported issues to ensure they are resolved. When necessary, unresolved issues should be escalated to the appropriate internal teams following standard procedures. The ideal candidate will possess excellent communication skills, a strong technical background, and the ability to efficiently troubleshoot and resolve issues.

Responsibilities

• Inbound and Outbound Calls: Serve as the first point of contact for end-users seeking technical assistance via phone, email, or helpdesk tickets.
• Root cause analysis probing: Providing immediate solutions to common user issues.
• Ticket Routing: Document accurate records of all support requests, resolutions, and follow-ups.
• Knowledge Base Utilization: Responsible for the ongoing maintenance of AnswerNet's desktop environment.
• Creates and maintains user e-mail accounts.
• Virtual Machine and or Remote Desktop support: Oversee monitoring network systems, including network outages.
• Ensuring service level agreements are met.
• Managing user accounts and their associated attributes, such as name, email address, password, security groups, and multifactor authentication in Azure AD, or through Microsoft Active Directory on Windows Server 2016, 2019.
• Install, configure, and troubleshoot hardware, software, systems, networks, printers, and scanners.

Required Qualifications

• Ability to work from home (this is a remote position)
• Prior Technical Support or Help Desk experience
• High School Diploma or equivalent
• Phone Etiquette
• History of Customer Service
• Excellent verbal, writing, grammar, and communication skills
• Critical Thinking and Problem-Solving skills
• Attention to Detail
• Familiarity with Help Desk Applications (Ex. Zendesk, FreshService)
• Familiarity with VOIP or Telephony services
• Ability to provide step-by-step technical help, both written and verbal
• Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified IT Professional) are a plus

WAH Requirements

• PC/Laptop with at least Windows 10 (Apple/Mac products, Chromebooks, and tablets are not compatible)
• Hard-wired high-speed internet connection (ethernet cable)
• USB-connected Headset
• Webcam
• A quiet dedicated place to work free from distractions including pets and children.