We are looking for a dedicated and detail-oriented Customer Service/Help Desk Analyst to join our remote team. In this role, you will be responsible for assisting customers with technical support, troubleshooting issues, providing solutions, and ensuring a positive customer experience. You will work closely with internal teams to ensure customers' needs are met efficiently and professionally.
Key Responsibilities:
Provide remote customer support via phone, email, chat, or other communication channels.
Troubleshoot technical issues related to software, hardware, and network connectivity.
Offer solutions and guide customers through resolving their problems.
Document all customer interactions, issues, and resolutions in the company's support system.
Collaborate with other departments to escalate complex issues or service requests.
Ensure timely resolution of customer inquiries and maintain high customer satisfaction.
Stay updated on product/service knowledge to provide accurate support.
Provide guidance and education to customers on how to use products or services effectively.
Meet performance targets, including response times, resolution times, and customer satisfaction metrics.
Assist in developing and improving customer service procedures and documentation.
Qualifications:
High school diploma or equivalent (Associate's or Bachelor's degree preferred).
Proven experience in a customer service or help desk role (1-3 years preferred).
Strong technical troubleshooting skills, with experience in resolving software, hardware, or network-related issues.
Excellent verbal and written communication skills.
Ability to work independently, manage time effectively, and meet deadlines.
Strong problem-solving and critical-thinking abilities.
Familiarity with customer service software (Zendesk, Freshdesk, or similar) is a plus.
Must have a reliable internet connection, a quiet home office, and access to a computer with a headset.
Desired Skills:
Experience with remote support tools (e.g., TeamViewer, Remote Desktop).
Ability to handle challenging customer situations with patience and professionalism.
Knowledge of operating systems (Windows, MacOS, Linux) and common office software (MS Office, Google Workspace).
Benefits:
Flexible work schedule.
Competitive pay and performance incentives.
Health and wellness benefits (if applicable).
Paid time off and holidays.
Training and development opportunities.
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