Remote Tech Support Specialist

The Helmsman Group LLC; Indianapolis (IN); Remote; USD 42,000 - 56,000; Full time

Job summary

The Helmsman Group LLC is seeking a Customer Care Representative - Technical Support for remote work. You will assist customers with technical issues across products, services, software, and accounts, diagnosing problems and delivering clear, practical solutions.

You will document interactions, maintain accurate tickets, escalate complex cases when needed, and meet SLAs while communicating technical concepts to non-technical users.

Qualifications

• High school diploma or equivalent required.
• Associate or bachelor's degree in IT, CS, Business, or related field preferred.
• 1-3 years of experience in technical support or a related role.
• Strong troubleshooting and communication skills.
• Ability to explain technical concepts clearly to non-technical customers.
• Basic understanding of computers, operating systems, and network connectivity.

Responsibilities

• Respond to customer technical support inquiries via phone, email, chat.
• Serve as first point of contact for customers experiencing technical difficulties.
• Identify and troubleshoot hardware, software, application, account, and connectivity issues.
• Ask targeted questions to understand the customer's technical problem and determine the solution.
• Guide customers through step-by-step troubleshooting using clear, non-technical language.
• Create and maintain accurate technical support tickets and customer service cases.
• Escalate complex issues to Level 2/3 technical support when needed.
• Meet established SLAs and customer satisfaction goals.

Job description

The Helmsman Group LLC is seeking a Customer Care Representative - Technical Support for remote work. You will assist customers with technical issues across products, services, software, and accounts, diagnosing problems and delivering clear, practical solutions.

You will document interactions, maintain accurate tickets, escalate complex cases when needed, and meet SLAs while communicating technical concepts to non-technical users.