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Disclaimer: This is a generic job description for the position stated below. Actual tasks and tools will be discussed further when you reach the final interview stage. Please ensure you apply for the right job based on your location and experience. We prioritize people who can do this successfully!
IT Helpdesk Support
About Client:
The client is an AI coding company
Client Schedule: 9:00 am-5:00 pm PST
Job Overview
The client is looking for IT Helpdesk Support to provide enterprise-level assistance to our customers. You will diagnose and troubleshoot software and network problems and help our customers install applications and programs. This role involves resolving technical issues, answering inquiries, and ensuring customer satisfaction.
Key Responsibilities
Provide timely and effective technical support via Zoom, email, or chat.
Diagnose and resolve technical problems related to software and network connectivity.
Document customer interactions and solutions in a ticketing system (Zendesk).
Escalate complex issues to higher-level support or engineering teams.
Stay up-to-date on product knowledge and technical advancements.
Contribute to knowledge base articles and internal documentation.
Qualifications & Requirements
Bachelor’s degree in Computer Science or a related field (or equivalent hands-on experience).
3+ years of Experience in a technical support role troubleshooting software and network-related issues.
Proficiency in software and network troubleshooting.
Familiarity with ticketing systems (e.g., Zendesk, Jira).
Basic knowledge of coding languages such as Python, Java, or JavaScript.
Experience with IDEs such as VSCode, JetBrains, Eclipse, or Visual Studio.
Familiarity working with IDEs. Advantages to working with VSCode or JetBrains (IntelliJ) IDEs.
Experience reproducing customer issues. Experience working closely with engineering teams
Excellent verbal and written communication skills.
Customer-focused mindset with a commitment to delivering top-tier support.
Ability to work both independently and collaboratively in a fast-paced environment.
Patience and empathy when assisting users with technical issues.
Technical Requirements:
• USB Headset with Noise Cancellation feature
• Working Webcam
• Computer with at least 1.8 GHz processor and at least 4GB RAM
• Main Internet Service Speed: at least 25 Mbps cable connection
• Backup Internet Service Speed: at least 10 Mbps
Benefits:
• Health Insurance (HMO)
• Performance Incentives
• Job Security and Stability
• Paid Training
• Inclusive Culture
• Upskilling Opportunities
• 100% Work-From-Home
• Exceptionally Supportive Team
• Opportunities for Career Growth
• Fun Work Environment
• Holiday & Overtime Pay
Schedule: US work hours (20-40 hours per week)
Location: This is a remote job
Salary Package (with HMO):
• Entry Level (1-3 years of experience): Up to PHP 45,000
• Intermediate Level (3-5 years of experience): Up to PHP 53,000
• Expert Level (5+ years of experience): Up to PHP 56,000
Please note:
• Only qualified candidates will be invited to take the assessment & scheduled for an interview.
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