Remote Software Support Specialist - Troubleshooting Pro

Talentoma; Washington; Remote; USD 64,000 - 67,000; Full time

Benefits offered by this job

Health coverage

Paid leave

401(k)

Maternity leave

Bonus opportunities

Job summary

Talentoma is seeking a Software Support Specialist to work remotely from Washington, United States. The role handles IT help desk questions via Freshservice, AnyDesk, and Jira, guiding users through troubleshooting, documenting steps, and coordinating with technical teams.

The candidate will help resolve access and performance issues, identify recurring patterns, and contribute to knowledge base updates while maintaining professional communication and timely responses.

Qualifications

• 1-2 years of software support or related experience preferred.
• Experience using Freshservice to review, update, prioritize, and close tickets preferred.
• Ability to use AnyDesk for remote support and explain troubleshooting steps clearly.
• Working knowledge of Windows 11 and common web-based business software.
• Ability to write concise issue summaries and maintain organized ticket histories.
• Authorized to work in the United States; fully remote from Washington, USA.
• Structured onboarding and training on Freshservice, AnyDesk, and Jira.
• Benefits include health coverage, paid leave, a 401(k), maternity leave, and bonus opportunities.

Responsibilities

• Receive software questions via IT help desk (Freshservice), email, chat, and tickets; confirm user requests.
• Review ticket history, context, screenshots, error messages, and steps.
• Use AnyDesk to observe behavior and assist troubleshooting.
• Record issue summaries, actions, outcomes, and next steps in Freshservice.
• Reproduce reported behavior and determine need for escalation.
• Explain features, limitations, and workarounds in clear language.
• Escalate unresolved defects with complete notes to the team lead or tech team.
• Track work and updates in Jira; adjust status as investigations progress.
• Share recurring issues and user feedback to improve knowledge articles.
• Meet quality expectations with accurate troubleshooting and complete notes.

Skills

Communication

Technical writing

Ticketing experience

Problem solving

Education

High school diploma or equivalent

Tools

Freshservice

AnyDesk

Jira

Job description

Talentoma is seeking a Software Support Specialist to work remotely from Washington, United States. The role handles IT help desk questions via Freshservice, AnyDesk, and Jira, guiding users through troubleshooting, documenting steps, and coordinating with technical teams.

The candidate will help resolve access and performance issues, identify recurring patterns, and contribute to knowledge base updates while maintaining professional communication and timely responses.