Description
We are looking for an IT Helpdesk Virtual Assistant with experience supporting end-consumers or business users in call or service center environments. The ideal candidate will have a strong background in technical and customer support, managing and resolving Tier 1 support requests via multiple channels, including phone, chat, email, and video. You will be responsible for assisting users with basic troubleshooting and efficiently managing support tickets to ensure swift and effective solutions.
Responsibilities:
Classify and categorize support requests in our help desk/ticketing software systemResearch and share appropriate support resources from our internal knowledge base in response to Tier 1 support requestsProvide phone, chat, email, and video support for basic user troubleshooting, including password resets, system reboots, and network printer issuesDiagnose and resolve simple software and hardware issuesLog, track, and monitor service requests to ensure timely resolution using help desk/ticketing systemsProvide basic user support for PC setup and cloud-based applications
Requirements:
1-2 years of experience providing technical or customer support in a call or service center environmentsProven track record of delivering excellent and responsive supportStrong problem-solving and critical thinking skillsFamiliarity with Tier 1-3 help desk models and ticketing systemsExperience working with help desk or ticketing software like Zendesk, Salesforce Case Management, Jira, or AsanaExcellent written and conversational English skillsMust have video support capabilities (MS Teams, Zoom, and VOIP calls)
Minimum Hardware and Software Requirements:
Operating System: Windows 10 (Pro preferred)Memory: Minimum 16 GB RAMInternet: Reliable connection with minimum 300 Mbps download speed (internet speed test required)Equipment: High-quality headset and webcam for clear video and audio communicationMust work from a dedicated space with a neutral, professional background or use appropriate video conferencing filtersQuiet, professional environment free from distractions or background noise (e.g., no loud pets or interruptions)
