Remote Help Desk Specialist - Growth & Impact

Smart Start, Inc.; Sterling (VA); On-site; USD 22,041 - 33,062; Full time

Benefits offered by this job

Health plan (medical, dental, vision)

401(k) retirement plan with company 4%

Birthday & Anniversary bonus

Discounts

Life insurance

Telemedicine access

Disability insurance

Job summary

Smart Start, Inc. is seeking a Remote Help Desk Representative to handle inbound calls from technicians in the field and perform outbound follow-ups, ensuring timely and professional service.

The role emphasizes product and service information, issue resolution, and data entry to support the Care Center’s operations. The ideal candidate has a high school diploma, strong Microsoft Office skills, and excellent communication.

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 inbound 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 escalate 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

Communication skills

Attention to detail

Multitasking

Interpersonal skills

Adaptability

Self-awareness

Education

High school diploma or equivalent

Tools

Microsoft Office

Job description

Smart Start, Inc. is seeking a Remote Help Desk Representative to handle inbound calls from technicians in the field and perform outbound follow-ups, ensuring timely and professional service.

The role emphasizes product and service information, issue resolution, and data entry to support the Care Center’s operations. The ideal candidate has a high school diploma, strong Microsoft Office skills, and excellent communication.