Remote Technical Support Specialist

The Helmsman Group LLC; California (MO); Remote; USD 42,000 - 60,000; Full time

Job summary

The Helmsman Group LLC is seeking a Call Center Representative to provide first-line technical support via phone, email, chat, and ticketing systems. You will diagnose issues, guide customers through steps, and document outcomes in our help desk.

Ideal candidates have strong communication, basic IT knowledge, and the ability to stay calm in high-volume environments while meeting SLAs and ensuring customer satisfaction.

Qualifications

• High school diploma or equivalent required.
• Associate degree or technical certification in Information Technology, Computer Science, or a related field preferred.
• 1-2 years of experience in technical support, help desk, call center, customer service, or a related role preferred.
• Basic understanding of computers, operating systems, applications, and networking.
• Strong troubleshooting and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to explain technical concepts to customers with different levels of technical knowledge.
• Strong customer service and active listening skills.

Responsibilities

• Answer inbound technical support calls and respond to customer requests via phone, email, chat, and tickets.
• Provide first-level technical support for hardware, software, accounts, and connectivity issues.
• Troubleshoot common computer, mobile device, printer, application, and network problems.
• Guide customers through step-by-step troubleshooting in clear language.
• Diagnose issues by asking questions and gathering information.
• Escalate complex problems to second-level support when needed.
• Document symptoms, steps, and solutions in the ticketing system.
• Meet SLAs, response times, and quality standards.

Skills

Technical Support

Troubleshooting

Customer Service

Active Listening

Problem Solving

Communication

Time Management

First-Call Resolution

Documentation

Escalation Management

Education

High school diploma

Associate degree or technical certification

Tools

ServiceNow

Zendesk

Jira Service Management

Freshservice

CRM platforms

Active Directory

Microsoft Entra ID

Microsoft 365

Remote desktop tools

Job description

The Helmsman Group LLC is seeking a Call Center Representative to provide first-line technical support via phone, email, chat, and ticketing systems. You will diagnose issues, guide customers through steps, and document outcomes in our help desk.

Ideal candidates have strong communication, basic IT knowledge, and the ability to stay calm in high-volume environments while meeting SLAs and ensuring customer satisfaction.