IT Virtual Assistant/Online Support Representative – Remote

As a Full-time Helpdesk Representative, you will act as the primary point of contact for customers using our products and services. In this role, you will assist users facing technical challenges, working to resolve their concerns efficiently while delivering a seamless support experience.

Key Responsibilities:

• Diagnose and resolve technical issues related to hardware, software, and network connectivity.
• Manage and prioritize incidents, ensuring timely resolution of help desk tickets and minimizing downtime.
• Provide excellent customer service through clear, patient, and professional communication.
• Contribute to and maintain a knowledge base with documentation of common issues and solutions.
• Escalate complex issues to higher-level support teams when necessary.

Skills and Qualifications:

• Minimum 3 years of working experience as a Online Support or helpdesk representative.
• Strong understanding of tablet hardware, software, and network protocols to troubleshoot effectively.
• Excellent verbal and written English communication skills, with the ability to explain technical concepts to non-technical users.
• Exceptional customer service skills with the ability to build positive relationships with users.
• Ability to handle multiple tasks, prioritize effectively, and meet deadlines.
• Proficiency in data analysis and reporting using tools like Excel.
• Capability to work independently and as part of a team in a fast-paced environment.
• Availability to work during USA working hours.

Benefits:

• Competitive compensation package.
• Opportunity to contribute to the growth of a platform serving global communities.
• Collaborative and supportive work culture.
• Potential for professional growth and development.