Provide remote first-line technical support via phone, email, chat, and ticketing. Troubleshoot software, hardware, networking, and connectivity issues; perform remote desktop assistance, document resolutions, update knowledge base articles, and escalate complex problems to Tier 2/3. Meet performance metrics and follow up to ensure issue resolution.
Remote Technical Support Representative
Location: Remote
Job Type: Full-Time / Part-Time (specify)
Reports To: IT Support Manager / Technical Support Supervisor
Position Summary
We are seeking a knowledgeable and patient Remote Technical Support Representative to assist customers and/or internal staff with technical issues related to software, hardware, or systems. The ideal candidate is an effective troubleshooter with strong communication skills who can simplify complex technical concepts for users of all skill levels.
Key Responsibilities
- Respond to technical support inquiries via phone, email, live chat, and/or ticketing system
- Diagnose and troubleshoot software, hardware, network, and connectivity issues
- Guide customers or employees step-by-step through problem resolution
- Document all support interactions, issues, and resolutions accurately in the ticketing system
- Escalate complex or unresolved technical issues to Tier 2/3 support or engineering teams
- Follow up with users to confirm issues are fully resolved
- Maintain and update internal knowledge base articles and FAQs
- Identify recurring technical issues and report trends to management
- Assist with software installations, updates, and basic configuration
- Provide remote desktop support and guide users through remote access tools
- Meet or exceed performance metrics (response time, resolution time, customer satisfaction)
- Stay current on product updates, common issues, and new technologies relevant to the role
Required Qualifications
- High school diploma or equivalent required; technical certification or associate's degree a plus
- 1+ years of technical support, help desk, or IT support experience preferred
- Strong troubleshooting and problem-solving skills
- Excellent verbal and written communication skills, with the ability to explain technical issues to non-technical users
- Proficiency with ticketing/help desk software (e.g., Zendesk, Freshdesk, ServiceNow, Jira)
- Familiarity with common operating systems (Windows, macOS) and basic networking concepts
- Ability to manage multiple support tickets and prioritize effectively in a remote setting
- Reliable high-speed internet connection and a quiet, dedicated home workspace
Preferred Qualifications
- CompTIA A+, Network+, or similar IT certification
- Experience with remote desktop/support tools (e.g., TeamViewer, AnyDesk, LogMeIn)
- Familiarity with specific software, SaaS platforms, or industry-specific systems
- Prior remote work experience
- Bilingual candidates a plus
Work Environment
- Fully remote position
- Shift-based scheduling (may include evenings, weekends, or on-call rotation depending on business needs)
- Reliable computer equipment/headset required
Compensation & Benefits
- Competitive hourly rate / salary (specify range)
- health insurance, PTO, certification reimbursement.
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