Remote Help Desk Specialist — Build Our Support Function

Collaboration.Ai, Inc.; Northern (KY); Hybrid; USD 60,000 - 90,000; Full time

Benefits offered by this job

Brand-new function ownership

Impactful defense-sector work

Remote work from home

Job summary

Collaboration.Ai, Inc. is seeking a patient, detail-oriented Help Desk Specialist to be the first point of contact for end users of our software and to grow into leading our support function as it scales.

This remote, work-from-home role is preferred for candidates located in the Eastern Time Zone and requires strong communication, problem solving, and security awareness to handle government-context data carefully.

Qualifications

• 5–6 years in a help desk, IT support, or SaaS/technical support role.
• U.S. citizenship required due to Federal Contract Requirements.
• Familiarity with HubSpot (or a similar ticketing/CRM platform), Jira (or a similar engineering issue tracker), and Confluence (or a similar wiki/knowledge base tool).
• Clear written and spoken English — able to explain a technical fix to a non-technical person without making them feel small.
• Comfortable with ticketing systems and a habit of documenting as you go.
• Based on the U.S. East Coast, able to work East Coast business hours.
• Strong communication skills, adjusting tone to whoever you’re helping.
• Patience: repeat questions and frustrated users don’t rattle you.

Responsibilities

• Provide 1st level support to end users of our software over the channels we agree on, mostly email.
• Log, triage, and track issues in HubSpot, creating clear internal tickets so the right team picks them up quickly.
• Own day-to-day use of HubSpot for ticketing and customer email correspondence.
• Create and track Jira tickets to hand off issues that need engineering, written clearly enough that engineering can act without a lot of back‑and‑forth.
• Maintain our Confluence space as the source of truth for support process documentation.
• Build and maintain self‑service material for our help center: articles, FAQs, short how-to guides that cut repeat questions.
• Work with our product, engineering, and customer success teams to elevate what you can’t resolve and feed back what customers keep asking about.
• Handle customer data and access carefully, following security and privacy practices appropriate to a government context.
• Help define the support process itself as the function grows.

Skills

HubSpot

Jira

Confluence

English proficiency

Communication skills

East Coast hours

Security awareness

Problem solving

Tools

HubSpot

Jira

Confluence

Job description

Collaboration.Ai, Inc. is seeking a patient, detail-oriented Help Desk Specialist to be the first point of contact for end users of our software and to grow into leading our support function as it scales.

This remote, work-from-home role is preferred for candidates located in the Eastern Time Zone and requires strong communication, problem solving, and security awareness to handle government-context data carefully.