Remote Technical Support Specialist

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

Job summary

The Helmsman Group LLC is seeking a remote Customer Service Representative — Technical Support to assist customers with product and account issues. You will diagnose, troubleshoot, and guide users through solutions across multiple channels while documenting interactions for tracking and quality purposes.

Ideal candidates have strong communication, 1–3 years in tech support or help desk, and a solid foundation in Windows/macOS, networking, and CRM tools.

Qualifications

• High school diploma or equivalent required.
• Associate degree or technical certification in IT, CS, or related field preferred.
• 1–3 years of experience in technical support or customer service.
• Basic understanding of computers, operating systems, software, and networking.
• Strong troubleshooting and problem-solving skills.
• Excellent verbal and written communication.
• Strong customer service and active listening skills.
• Explain technical information to customers with varying knowledge levels.
• Remain calm and professional with frustrated customers.
• Proficient with Windows, browsers, email, mobile devices, and productivity apps.
• Ability to work in a high-volume support environment.

Responsibilities

• Respond to customer technical support inquiries via phone, email, chat, and other channels.
• Diagnose and troubleshoot basic hardware, software, and connectivity issues.
• Guide customers through step-by-step troubleshooting in clear language.
• Ask questions to identify causes and scope of problems.
• Assist customers with product setup, configuration, installation, and basic troubleshooting.
• Troubleshoot internet, Wi-Fi, VPN, email, login, and connectivity issues.
• Provide assistance with apps, websites, portals, and mobile apps.
• Verify identity and account information as required.
• Create and manage support tickets and cases.
• Document customer issues, steps, and resolutions.
• Use knowledge bases and guides to resolve issues.
• Escalate complex issues to Level 2/3 or specialists.
• Provide status updates on open/escalated issues.
• Follow up to confirm resolution.
• Maintain knowledge of products, services, systems, and procedures.
• Identify recurring issues and inform teams.

Skills

Technical Support

Customer Service

Help Desk Support

Technical Troubleshooting

Issue Resolution

Active Listening

Problem Solving

Windows/macOS

Microsoft 365

Network Troubleshooting

Wi-Fi VPN Support

CRM Systems

Ticket Management

Remote Support

Escalation Management

Knowledge Base Management

Customer Experience

SLA Management

Education

Associate degree or technical certification in IT/CS or related field

Tools

Salesforce

Zendesk

ServiceNow

Remote desktop tools

Microsoft 365

Job description

The Helmsman Group LLC is seeking a remote Customer Service Representative — Technical Support to assist customers with product and account issues. You will diagnose, troubleshoot, and guide users through solutions across multiple channels while documenting interactions for tracking and quality purposes.

Ideal candidates have strong communication, 1–3 years in tech support or help desk, and a solid foundation in Windows/macOS, networking, and CRM tools.