Remote Help Desk Specialist

Smart Start, Inc.; Fredericksburg (VA); On-site; USD 20,664 - 30,307; Full time

Benefits offered by this job

Health, dental, and vision insurance

401(k) with company match

Birthday & Anniversary bonus

Discounts and life insurance

Job summary

The Help Desk Representative at Smart Start, Inc. will handle inbound calls from field technicians and make outbound requests, providing timely, accurate information and problem resolution with professionalism.

This fully remote role offers a Monday–Friday schedule with weekend coverage as needed; the company provides a comprehensive health plan, a 401(k) plan with match, and opportunities for growth in a mission-driven, technology-enabled environment.

Qualifications

• High school diploma or equivalent.
• Computer skills including Microsoft Office suite: Word, Excel, and Power Point
• Professional verbal, non-verbal, and written communication skills
• Strong attention to detail and sense of urgency for successful multitasking
• Courteous yet courageous interpersonal skills
• Adaptability and resourceful thinking for potentially challenging or high stress situations
• Self and audience awareness

Responsibilities

• Answer incoming calls, primarily from Smart Start’s client facing technicians in the field, and respond appropriately.
• Provide product and service information to callers and clients.
• Identify, research, and resolve clients’ complaints using applicable resources appropriately.
• Partner internally and externally with a positive and collaborative attitude and professional communication.
• Identify and elevate issues appropriately.
• Route calls to appropriate resources.
• Conduct follow up client calls when necessary.
• Upsell products, programs, and services to existing clients.
• Complete call logs and reports.
• Manage correspondence efficiently, responding to inquiries accurately, and tracking issues accordingly.
• Analyze, consolidate, validate, enter, and track data.
• Organize and maintain records and filing systems.
• Gather data from multiple technology systems.
• Handle documents utilizing various office equipment.
• Adhere to company policies, procedures, and expectations of confidentiality.
• Perform other duties as assigned.

Skills

Customer service

Communication

Attention to detail

Multitasking

Adaptability

Teamwork

Education

High school diploma or equivalent

Tools

Microsoft Office

Job description

The Help Desk Representative at Smart Start, Inc. will handle inbound calls from field technicians and make outbound requests, providing timely, accurate information and problem resolution with professionalism.

This fully remote role offers a Monday–Friday schedule with weekend coverage as needed; the company provides a comprehensive health plan, a 401(k) plan with match, and opportunities for growth in a mission-driven, technology-enabled environment.