Role Summary
Our client is looking for a Remote Helpdesk Support Specialist who will play a crucial role in providing technical assistance and support to employees, ensuring the smooth functioning of their MacBooks, Windows devices, and various company software, including Google Workspace and Office 365. This position will utilize secure remote tools, phone, and video conferencing software to provide exceptional support to our distributed workforce.
WORK SCHEDULE: 9:00 AM 6:00 PM Eastern Standard Time (10:00 PM 7:00 AM Philippine Standard Time), follows Philippine holidays
POSITION TYPE: Full Time
WORK ARRANGEMENT: Remote
Essential Functions
- Provide technical assistance and troubleshooting support to end-users experiencing hardware and software issues related to MacBooks, Windows devices, and company software
- Collaborate with a remote team to discuss daily helpdesk requests, strategize on ticket resolution, and follow up with users to ensure their issues are resolved promptly and effectively
- Take proactive measures to make mass updates or configuration changes to resolve software outages caused by updates or errors, which the current mobile device management system cannot address
- Assist in maintaining documentation related to common issues, troubleshooting steps, and solutions to enhance the efficiency of the support process
- Provide excellent customer service by maintaining a high level of professionalism, patience, and empathy in all interactions with end users
- Stay updated on the latest technology trends, software updates, and best practices to continuously improve support services
- Complete and close a minimum of 10-15 helpdesk tickets daily, ensuring timely and effective resolution of user issues.
- Perform the following tasks to ensure quick response time:
- Respond to incoming helpdesk tickets within 10-15 minutes of receipt to acknowledge the user's request
- Commit to closing tickets within one hour of their creation, whenever possible, to minimize downtime for end-users
- Handle the following support sessions duties:
- Schedule support sessions as needed to connect directly with users facing complex technical issues or those requiring hands-on assistance
- Conduct support sessions professionally, guiding users through problem-solving steps, and ensuring their technical issues are resolved satisfactorily
Qualifications
- A Bachelor's degree in the related field is preferred
- Previous experience in a helpdesk or technical support role, preferably in a remote setting
- Proficiency in troubleshooting and providing support for MacBooks, Windows devices, and common business software, including Google Workspace and Office 365
- Familiarity with remote support tools and video conferencing software
- Knowledge of mobile device management systems and the ability to make mass updates or configuration changes is preferred
- Strong communication skills, both written and verbal, with the ability to convey technical information clearly to non-technical users
- Problem-solving skills and the ability to work independently and collaboratively within a remote team environment
