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 system
Research and share appropriate support resources from our internal knowledge base in response to Tier 1 support requests
Provide phone, chat, email, and video support for basic user troubleshooting, including password resets, system reboots, and network printer issues
Diagnose and resolve simple software and hardware issues
Log, track, and monitor service requests to ensure timely resolution using help desk/ticketing systems
Provide 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 environments
Proven track record of delivering excellent and responsive support
Strong problem-solving and critical thinking skills
Familiarity with Tier 1-3 help desk models and ticketing systems
Experience working with help desk or ticketing software like Zendesk, Salesforce Case Management, Jira, or Asana
Excellent written and conversational English skills
Must 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 RAM
Internet: Reliable connection with minimum 300 Mbps download speed (internet speed test required)
Equipment: High-quality headset and webcam for clear video and audio communication
Must work from a dedicated space with a neutral, professional background or use appropriate video conferencing filters
Quiet, professional environment free from distractions or background noise (e.g., no loud pets or interruptions)
