Remote IT Help Desk Agent — Growth & Benefits

Talentoma; Texas; Remote; USD 52.000 - 67.000; Vollzeit

Benefits dieser Stelle

Health coverage

Paid leave

401(k)

Maternity leave

Stipends

Zusammenfassung

Talentoma is seeking a Technical Support Agent for a fully remote role based in Texas, United States. The position requires a 40-hour weekly commitment and involves assisting users with software, device, and access issues via Freshservice, Dialpad, and TeamViewer.

You will translate user reports into actionable steps, maintain detailed ticket histories, and collaborate with a technical support team lead and specialists to resolve issues.

Qualifikationen

• High school diploma or equivalent.
• No experience required; related experience assisting users with software, devices, or account access is preferred.
• Ability to follow guided troubleshooting steps and escalate when needed.
• Familiarity with Freshservice and TeamViewer is preferred.
• Excellent verbal and written communication for varied tech comfort levels.
• Reliable home workspace and 40-hour weekly availability.

Aufgaben

• Monitor requests from the support queue, phone, emails, and tickets and acknowledge promptly.
• Ask diagnostic questions to confirm devices, software, access issues, errors, impact, and prior steps.
• Create and update tickets in Freshservice with categories, priority, contact details, and actions.
• Use remote tools like TeamViewer to observe issues and provide guided assistance.
• Search knowledge articles and ticket notes to identify consistent solutions and share instructions.
• Provide courteous status updates via Dialpad or email and follow up when needed.
• Escalate unresolved issues to a technical specialist with complete notes and diagnostics.
• Track escalations and communicate updates from specialists to users until resolved.
• Meet quality standards with accurate troubleshooting, timely turnaround, and thorough notes.

Kenntnisse

Troubleshooting

Clear communication

Documentation

Ausbildung

High school diploma or equivalent

Tools

Freshservice

TeamViewer

Jobbeschreibung

Talentoma is seeking a Technical Support Agent for a fully remote role based in Texas, United States. The position requires a 40-hour weekly commitment and involves assisting users with software, device, and access issues via Freshservice, Dialpad, and TeamViewer.

You will translate user reports into actionable steps, maintain detailed ticket histories, and collaborate with a technical support team lead and specialists to resolve issues.