Remote Help Desk Specialist — Tech Support & Care

Smart Start, Inc.; Blacksburg (VA); On-site; USD 22,041 - 27,552; Full time

Benefits offered by this job

Health plan (medical, dental, vision)

401(k) with company match

Birthday & Anniversary bonus

Telemedicine access

Life insurance

Disability insurance

Work-life balance

Professional growth

Job summary

The Help Desk Representative at Smart Start, Inc. handles inbound calls from technicians in the field and makes outbound calls as needed.

This fully remote role provides equipment and a productive work environment, with scheduling Monday–Friday and occasional weekend hours as listed. You will deliver first‑line product and service information, research and resolve client concerns, and log activities while maintaining confidentiality.

Qualifications

• High school diploma or equivalent.
• Microsoft Office skills including Word, Excel, and PowerPoint.
• 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 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

Microsoft Office

Verbal communication

Education

High school diploma or equivalent

Tools

CRM systems

Job description

The Help Desk Representative at Smart Start, Inc. handles inbound calls from technicians in the field and makes outbound calls as needed.

This fully remote role provides equipment and a productive work environment, with scheduling Monday–Friday and occasional weekend hours as listed. You will deliver first‑line product and service information, research and resolve client concerns, and log activities while maintaining confidentiality.