Remote Helpdesk Support Specialist

Qureos; United States; Remote; USD 37,195 - 38,572; Full time

Benefits offered by this job

Competitive benefits

Job summary

Qureos is seeking a dedicated Customer Service/Helpdesk Associate for a full-time, remote role in the United States. You will be the first point of contact for customers, delivering exceptional support, resolving inquiries, and providing technical assistance.

Responsibilities include logging and tracking incidents, guiding users through solutions, and escalating complex issues when needed while maintaining a professional and empathetic demeanor.

Qualifications

• Experience in a customer service, helpdesk, or technical support role.
• Exceptional verbal and written communication skills with a clear and professional telephone manner.
• Strong problem-solving and analytical abilities with keen attention to detail.
• A patient and customer-focused approach to handling enquiries and resolving issues.
• Proficiency in using helpdesk software and standard office applications.
• The ability to work effectively both independently and as part of a collaborative team.
• Excellent time management and organisational skills, with the ability to manage multiple priorities.
• A minimum of a high school diploma or equivalent; further qualifications in Information Technology or a related field are advantageous.

Responsibilities

• Serve as the primary point of contact for customer enquiries via phone, email, and helpdesk ticketing systems.
• Provide first-line technical support, troubleshoot common hardware and software issues, and guide users through step-by-step solutions.
• Accurately log, prioritise, and track all incidents and service requests in the company's helpdesk software.
• Identify and elevate complex issues to the appropriate second-line support teams in a timely manner.
• Develop and maintain a comprehensive understanding of the organisation's products and services.
• Strive to resolve issues on the first contact, ensuring a high level of customer satisfaction.
• Contribute to the creation and maintenance of support documentation and knowledge base articles.
• Maintain a professional and empathetic demeanour in all customer interactions.

Skills

Customer service

Helpdesk support

Communication

Problem-solving

Time management

Teamwork

Education

High school diploma

Tools

Helpdesk software

Office applications

Job description

Qureos is seeking a dedicated Customer Service/Helpdesk Associate for a full-time, remote role in the United States. You will be the first point of contact for customers, delivering exceptional support, resolving inquiries, and providing technical assistance.

Responsibilities include logging and tracking incidents, guiding users through solutions, and escalating complex issues when needed while maintaining a professional and empathetic demeanor.