Remote Software Support Associate

Talentoma; Pennsylvania; Remote; USD 52.000 - 80.000; Vollzeit

Benefits dieser Stelle

Health coverage

Paid leave

401(k)

Maternity leave

Stipends

Zusammenfassung

Talentoma is seeking a Software Support Representative for a fully remote position in the United States. The role involves answering software questions by phone, email, and tickets, and guiding customers through steps to resolve issues.

Working within the technical support team, you will use Freshservice to track and escalate issues, with a 40-hour weekly commitment. Pennsylvania-based remote work is supported from home. Training and onboarding are provided.

Qualifikationen

• No experience required; related experience in answering software questions or customer support is a plus.
• Ability to learn an IT help desk tool such as Freshservice.
• Clear written and verbal communication; explain technical steps in plain language.
• Authorized to work in the United States and able to work remotely from home.
• Reliable, quiet home workspace with stable internet.

Aufgaben

• Answer software questions by phone, email, and tickets; explain next steps and updates to customers.
• Open and update tickets in Freshservice with current status and messages.
• Explain approved steps for common issues and ensure instructions match the customer’s version.
• Refer to documentation and approved articles before guiding the customer, verifying version compatibility.
• Record issue details, attempted steps, results, and remaining questions for teammates.
• Identify potential defects and escalate to software specialists through proper channels.
• Escalate unresolved issues and explain customer impact and needed assistance.
• Follow up on updates, confirm task continuation, and close tickets with a clear resolution.
• Maintain high quality with accurate explanations and timely follow-up; use feedback to improve.

Kenntnisse

Customer support

Communication

Remote work

IT help desk learning

US work authorization

Ausbildung

High school diploma or equivalent

Tools

Freshservice

Jobbeschreibung

Talentoma is seeking a Software Support Representative for a fully remote position in the United States. The role involves answering software questions by phone, email, and tickets, and guiding customers through steps to resolve issues.

Working within the technical support team, you will use Freshservice to track and escalate issues, with a 40-hour weekly commitment. Pennsylvania-based remote work is supported from home. Training and onboarding are provided.