60,937 Help Desk Supervisor jobs in the United States

**Overview**
We are searching for a dedicated, supportive **Help Desk Supervisor** who can coach and motivate contact center representatives as they field calls from customers. The help desk supervisor will assist in the hiring of employees and assist in the training process, ensuring that every representative is well prepared for their calls and emails. They will continue to support representatives after training by monitoring their progress, ensuring that they understand and meet expectations, answering their questions, and providing them with ongoing coaching opportunities and inspiration. You should be analytical, supportive, and prepared to act as a resource to representatives.To succeed as a help desk supervisor, you should be focused on helping your team build the necessary skills and knowledge so they can better support customers. You should be supportive, communicative, and attentive.
**Contributions**
**Responsibilities:**
+ Hiring, training, and preparing contact center representatives to respond to customer questions and complaints and troubleshoot problems with services or products.
+ Ensuring representatives understand and comply with all contact center objectives, performance standards, and policies.
+ Answering representative questions regarding best practices or difficult calls.
+ Identifying operational issues and suggesting possible improvements.
+ Monitoring and evaluating representative performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
+ Preparing reports and analyzing data to assist management as they determine contact center goals.
+ Working with other supervisors and management team members to support representatives and maximize customer satisfaction.
+ Lives within 50 mile radius of El Paso, Texas
**This position shall provide for the following skills and attributes:**
+ The Help Desk Supervisor shall be under the direct supervision of the Help Desk Manager and shall interface with him/her regarding all performance, technical, or personnel matters.
+ Supervise contractor personnel to ensure effective and timely processing of work assignments.
+ Review the work completed by contractor personnel and ensure that procedures, operations, and directions issued by Contractor upper management have been complied with and satisfactorily implemented.
+ Monitor the workflow to ensure minimum backlog and maximum productivity, and shall prepare documentation regarding any performance deficiencies.
+ The Help Desk Supervisor shall brief newly assigned personnel regarding duties and functions as assigned, and monitor their progress.
+ Maintain time and attendance and production logs of each employee supervised and shall certify the accuracy of the information.
+ Prepare daily and weekly staffing production and error reports for submission to Contractor or government management.
+ Expected to answer calls and emails in addition to duties above.
**Qualifications**
**Minimum Qualifications:**
+ A Bachelor's Degree
+ Six (6) years of experience and sufficient technical knowledge in a relevant environment
+ Minimum of two (2) years of supervisory experience, AND two (2) recent years of experience as a customer support services operator/analyst, including one (1) year of recent supervisory experience in that setting.
+ The Help Desk Supervisor must have satisfactorily demonstrated oral and written communication skills.
+ A multilingualspeaker is a plus.
**About** **steampunk**
**Identity Statement**
As part of the application process, you are expected to be on camera during interviews and assessments. We reserve the right to take your picture to verify your identity and prevent fraud.
Steampunk is a **Change Agent** in the Federal contracting industry, bringing new thinking to clients in the Homeland, Federal Civilian, Health and DoD sectors. Through our **Human-Centered delivery methodology** , we are fundamentally changing the expectations our Federal clients have for true shared accountability in solving their toughest mission challenges. As an **employee owned company** , we focus on investing in our employees to enable them to do the greatest work of their careers - and rewarding them for outstanding contributions to our growth. If you want to learn more about our story, visit .
_We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. Steampunk participates in the E-Verify program._
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**Job Location** _US-TX-El Paso_
**Posted Date** _6 days ago_ _(10/2/2025 2:26 PM)_
**_Job ID_** _6886_
**_Clearance Requirement_** _Public Trust_

**Description**
Leidos is looking to hire a Help Desk Supervisor/Sr. User Trainer to work at the Office of the Pardon Attorney in Washington, DC. We are looking for on‐site technical resource/support in making visually appealing and data‐accurate updates to a public facing website. Quick learner who is willing to learn new data management systems in order to provide high‐level support, as well as day‐to‐day management in conjunction with job requirements.
In this role, you will assist with more technical tasks using various technologies provided by the Office of the Pardon Attorney to help support their mission. If this type of challenging work sounds like something you would be interested in to grow your career, apply now!
Primary Responsibilities:
+ Provide on‐site technical resource/support who should be comfortable with making visually appealing and data‐accurate updates to a public facing website.
+ Quick learner who is willing to learn new data management systems in order to provide high‐level support, as well as day‐to‐day management.
+ Create, modify and run daily, weekly, monthly and quarterly reports, as requested.
+ Provide technical support to new and current users of the internal database system.
+ Assist in testing database functionality following upgrades or fixes.
+ Make updates to website based on specific data points at regular intervals.
+ Provide technical support to office staff as necessary, to include interaction with Department technical staff, ordinary maintenance of office technical equipment, and routine troubleshooting.
+ Candidate should be mindful of principles of cybersecurity, data protection, and privacy in all work assignments.
Basic Qualifications:
+ Excellent written and oral communication skills.
+ Strong skills in commonly used software, such as Microsoft Office Suite with emphasis on Excel, Word and PowerPoint.
+ Familiarity using Drupal, TEAMS or TEAMS Apps.
+ Experience with SharePoint (Administrative Role)
+ Bachelor's degree (or equivalent) and 2+ years of experience providing direct end-user support for the applications being supported, including both telephone support and on-site assistance to users, is preferred.
+ At least one year teaching/training experience involving computer applications, preferably database, imaging, or other automated litigation support applications preferred.
+ Must have hands-on familiarity with the network, telecommunications, and operating systems environment of the applications being supported.
+ Should be an expert user of the Government's word processing, spreadsheet, and email systems.
+ Must be a U.S. Citizen and able to obtain a Public Trust clearance.
Preferred Qualifications:
+ Experience working in a Government and/or Litigation Support environment in conjunction with basic qualifications, preferred.
+ Undergraduate degree valued.
+ Prior supervisory experience strongly preferred.
+ Experience with DOJ office automation environments extremely helpful.
+ Knowledge of Government's IT environment, including office automation networks, PC and server based applications preferred.
+ Experience using payroll systems, and financial management systems a plus.
+ At least one year of experience in automated litigation support preferred.
+ Current or active clearance.
**The salary for this position will be $82,000.**
Come break things (in a good way). Then build them smarter.
We're the tech company everyone calls when things get weird. We don't wear capes (they're a safety hazard), but we do solve high-stakes problems with code, caffeine, and a healthy disregard for "how it's always been done."
**Original Posting:**
October 7, 2025
For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.
**Pay Range:**
Pay Range $3,700.00 - 115,150.00
The Leidos pay range for this job level is a general guideline onlyand not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.
REQNUMBER: R-
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. Leidos will consider qualified applicants with criminal histories for employment in accordance with relevant Laws. Leidos is an equal opportunity employer/disability/vet.

Certiport is the leader in computer-based testing for academic testing programs around the world. Certiport provides a full suite of services from Learning courseware, practice tests to exam delivery through a secure network of test centers in more than 180 countries, where we validate the skills and knowledge of millions of individuals every year.
Certiport is a Pearson VUE business of Pearson, the world's leading learning company with global-reach and market-leading businesses. Pearson is listed on both the London and New York stock exchanges (UK: PSON; NYSE: PSO).
The **Technical Support Specialist** is responsible for providing first level technical support to Certiport's test centers. The Technician also acts as first level support for our development team and as a resource for other internal support needs.
Provides Technical Support for all Certiport exams, assessments and practice tests delivered to Certiport Authorized Partners (CAP) and Certiport Authorized Testing Centers (CATC) using phone, chat and email.
**Essential Duties and Responsibilities** include the following:
+ Responds to incoming technical support requests within 90 seconds
+ Provides assistance and input to Certiport's Knowledge Base (KB) to improve customer satisfaction and response times
+ Uses telephone as well as email and web support solutions to provide support.
+ Records each support call and related support ticket issue in Certiport's technical support system
+ Recommends and provides remedial actions to correct problems
+ Coordinates activities with help desk, network services, or other information systems groups.
+ Provides updates, status, and completion information to manager, problem request tracking system, and/or users, via voice mail, e-mail, or in-person communication.
+ Responds to client inquiries concerning systems operation and diagnoses system hardware, software, and operator problems.
+ Assists customers with the correct installation, management and maintenance and proper use of Certiport's Compass, EFH and Compass Cloud engines.
+ Attends scheduled training as required to maintain skills
+ Any other duties as assigned by the Technical Support Manager
+ Other duties may be assigned.
**Competency** :
To perform the job successfully, an individual should demonstrate the following competencies:
+ Analytical - Uses intuition and experience to complement data, Designs workflows and procedures.
+ Design - Demonstrates attention to detail.
+ Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
+ Project Management - Completes projects on time and budget. Technical Skills - Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
+ Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
+ Interpersonal - Maintains confidentiality. Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions.
+ Team Work - Balances team and individual responsibilities; Gives and welcomes feedback.
+ Leadership - Inspires and motivates others to perform well; Inspires respect and trust; Accepts feedback from others.
+ Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.
+ Business Acumen - Aligns work with strategic goals. Cost Consciousness - Works within approved budget.
+ Ethics - Upholds organizational values.
+ Organizational Support - Supports organization's goals and values.
+ Adaptability - Able to deal with frequent change, delays, or unexpected events.
+ Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
+ Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
+ Innovation - Displays original thinking and creativity; Generates suggestions for improving work.
+ Judgment - Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
+ Motivation - Takes calculated risks to accomplish goals.
+ Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently.
+ Professionalism - Reacts well under pressure; Accepts responsibility for own actions; Follows through on commitments.
+ Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
+ Quantity - Completes work in timely manner; Strives to increase productivity; Works quickly.
**Qualifications** :
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
**Education/Experience** :
Bachelor's degree (B. A.) from four-year College or university; or one to two years related experience and/or training; or equivalent combination of education and experience.
**Language Ability** :
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. The ability to read, write and speak another language is a distinct advantage.
**Reasoning Ability** :
Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
**Computer Skills** :
To perform this job successfully, an individual should have a thorough knowledge of the Microsoft Windows, Mac OS and Chromebooks environments. It is encouraged to be proficient in Microsoft office, Adobe CC and Autodesk products. They should also have an understanding of technical support reporting tools, database solutions and how to use internet-based support tools. Previous experience as a Technical Support specialist and the use of both telephonic and web-based support solutions would be a distinct advantage.
**Certificates and Licenses** :
Candidates should possess industry related certifications such as A+, Microsoft MCSE, MTA, MOS, or MCSA and IC3, ACA or CompTIA Strata certificates.
**Supervisory Responsibilities** :
This job has no supervisory responsibilities.
**Work Environment** :
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.
**Physical Demands** :
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the employee is regularly required to sit.
**Compensation at Pearson is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific location. The pay range for this position is as follows:**
**The minimum full-time salary range is between $20.00 per hour.**
**This position is benefits eligible**
**Who we are:**
At Pearson, our purpose is simple: to help people realize the life they imagine through learning. We believe that every learning opportunity is a chance for a personal breakthrough. We are the world's lifelong learning company. For us, learning isn't just what we do. It's who we are. To learn more: We are Pearson.
Pearson is an Equal Opportunity Employer and a member of E-Verify. Employment decisions are based on qualifications, merit and business need. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.
If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing
**Job:** Customer Success
**Job Family:** GO_TO_MARKET
**Organization:** Assessment & Qualifications
**Schedule:** FULL_TIME
**Workplace Type:** On-site
**Req ID:** 20916

Our client is seeking a highly skilled and empathetic Customer Service Representative specializing in Technical Support to join their dynamic team in Durham, North Carolina, US . This role is integral to ensuring our customers receive prompt and effective solutions to their technical challenges. The ideal candidate possesses excellent communication skills, a patient demeanor, and a strong aptitude for troubleshooting technological issues. You will be the first point of contact for customers seeking assistance, providing guidance and resolving a wide range of technical inquiries via phone, email, and chat. This position requires a commitment to delivering outstanding customer experiences and a proactive approach to problem-solving. Responsibilities include:

• Answering customer inquiries and providing technical assistance for our client's products and services.
• Diagnosing and troubleshooting hardware, software, and connectivity issues.
• Guiding customers through step-by-step solutions to resolve their technical problems.
• Escalating complex issues to senior support staff or relevant departments when necessary.
• Documenting all customer interactions, issues, and resolutions accurately in the CRM system.
• Identifying and reporting recurring technical issues or product defects to improve service and product quality.
• Maintaining a high level of customer satisfaction through effective communication and timely resolution.
• Staying up-to-date on product knowledge and technical updates.
• Contributing to the knowledge base by creating and updating support articles and FAQs.
• Providing feedback to product development teams based on customer interactions.

A strong understanding of common operating systems, software applications, and internet connectivity is essential. Previous experience in a technical support role or customer service environment is highly desirable. Excellent active listening and problem-solving skills are critical. You should be able to explain technical concepts clearly and concisely to a non-technical audience. This role is primarily based in Durham, North Carolina, US , but offers the flexibility of remote work after an initial on-site training period. Our client offers a supportive team environment, ongoing training, and opportunities for career advancement. If you are passionate about technology and helping people, we encourage you to apply.

Our client is seeking a dynamic and experienced Customer Service & Technical Support Lead to guide their support team in Salt Lake City, Utah, US . This leadership role is essential for ensuring exceptional customer satisfaction and efficient resolution of technical issues. You will be responsible for managing the day-to-day operations of the customer support department, including supervising support agents, training new hires, and developing best practices for customer interaction and technical problem-solving. Key responsibilities include monitoring support queues, analyzing customer feedback, and identifying areas for improvement in service delivery and product functionality. You will act as a point of escalation for complex customer issues, providing timely and effective solutions. The ideal candidate will possess strong leadership qualities, excellent problem-solving skills, and a deep understanding of customer service principles and technical support processes. A proven ability to motivate and coach a team is crucial. You will collaborate with product development and engineering teams to relay customer feedback and advocate for product enhancements. This role requires exceptional communication, organizational, and analytical skills. We are looking for a proactive leader dedicated to fostering a positive customer experience and driving continuous improvement within the support function.

Responsibilities:

• Lead and manage a team of customer service and technical support agents.
• Oversee daily support operations and ensure high-quality service delivery.
• Develop and implement customer service policies and procedures.
• Train and mentor support staff, fostering professional development.
• Monitor support metrics and KPIs, identifying trends and areas for improvement.
• Act as a primary point of escalation for complex customer issues.
• Analyze customer feedback and recommend product or service enhancements.
• Collaborate with cross-functional teams to resolve customer problems.
• Ensure efficient ticket management and timely issue resolution.
• Maintain a positive and customer-centric team environment.

Qualifications:

• Associate's or Bachelor's degree in a related field, or equivalent work experience.
• Minimum of 4 years of experience in customer service or technical support roles.
• At least 2 years of experience in a supervisory or lead role within a support team.
• Proven ability to manage and motivate a team.
• Strong technical aptitude and problem-solving skills.
• Excellent communication, interpersonal, and conflict-resolution abilities.
• Experience with customer support software (e.g., Zendesk, Salesforce Service Cloud).
• Knowledge of IT support best practices and ticketing systems.
• Ability to analyze data and generate reports on support performance.
• Customer-focused mindset with a commitment to service excellence.

Our client is seeking a dynamic and experienced Customer Service Lead to oversee their technical support operations in Houston, Texas, US . This crucial role requires a blend of exceptional customer service skills, technical aptitude, and strong leadership abilities. You will be responsible for guiding a team of technical support specialists, ensuring prompt and effective resolution of customer inquiries and issues related to our products and services. The Lead will also be involved in training new team members, developing support documentation, and identifying areas for process improvement to enhance customer satisfaction and operational efficiency. Responsibilities include monitoring team performance, handling escalated customer complaints, analyzing support trends to identify root causes, and collaborating with other departments to ensure a seamless customer experience. The ideal candidate will possess a deep understanding of technical troubleshooting, excellent communication and problem-solving skills, and a passion for customer advocacy. This hybrid role offers the flexibility to work both remotely and in the office, fostering collaboration while maintaining adaptability. We are looking for a proactive and empathetic leader who can inspire their team to deliver outstanding support and build lasting customer loyalty.

Key Responsibilities:

• Lead, mentor, and motivate a team of technical support representatives.
• Oversee daily operations of the customer service and technical support functions.
• Ensure timely and effective resolution of customer inquiries and technical issues.
• Handle escalated customer complaints and complex troubleshooting scenarios.
• Develop and maintain support documentation, FAQs, and knowledge base articles.
• Train new team members on products, services, and support procedures.
• Monitor team performance metrics and implement strategies for improvement.
• Analyze support trends and provide feedback to product development and engineering teams.
• Collaborate with other departments to resolve cross-functional issues.
• Contribute to the development and refinement of customer service policies and procedures.
• Foster a positive and customer-centric team culture.

Qualifications:

• Associate's or Bachelor's degree in Information Technology, Computer Science, Business, or a related field.
• Minimum of 5 years of experience in customer service or technical support, with at least 2 years in a leadership or supervisory role.
• Proven experience in technical troubleshooting and problem-solving.
• Excellent communication, interpersonal, and customer service skills.
• Strong understanding of customer support software and CRM systems.
• Ability to manage and motivate a team effectively.
• Experience in developing support documentation and training materials.
• Proficiency in common operating systems and software applications.
• Ability to work effectively in a hybrid work environment.
• Demonstrated ability to handle difficult customer situations with professionalism and empathy.

Our client is seeking a knowledgeable and empathetic Customer Service & Technical Support Specialist to join their team in Huntsville, Alabama . This role is dedicated to providing exceptional support to customers regarding our products and services. You will be responsible for answering inquiries, troubleshooting technical issues, and guiding customers through product usage and resolutions. The ideal candidate will possess strong communication skills, a patient demeanor, and a genuine desire to help others. A solid understanding of technical concepts relevant to our industry is crucial, along with the ability to explain complex solutions in a clear and concise manner. This position requires active listening, effective problem-solving, and the ability to manage multiple customer interactions simultaneously. You will be a key point of contact, ensuring customer satisfaction and retention. Responsibilities include managing support tickets, documenting customer interactions, and escalating issues when necessary.
Responsibilities:

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Provide technical assistance and troubleshooting for product-related issues.
• Guide customers through product features, functionalities, and common use cases.
• Document all customer interactions and support resolutions accurately in the CRM system.
• Escalate complex technical issues to appropriate departments or senior support staff.
• Identify and report trends in customer issues to help improve products and services.
• Maintain a high level of customer satisfaction through effective problem-solving and empathetic communication.
• Assist in creating and updating support documentation and FAQs.
• Collaborate with the product and development teams to relay customer feedback.
• Adhere to company policies and procedures for customer support.

Qualifications:

• High school diploma or equivalent; Associate's or Bachelor's degree preferred.
• 2+ years of experience in customer service or technical support roles.
• Proficiency in troubleshooting technical issues and explaining technical concepts clearly.
• Excellent verbal and written communication skills.
• Strong active listening and problem-solving abilities.
• Familiarity with CRM software and helpdesk ticketing systems.
• Patience, empathy, and a customer-centric attitude.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Ability to work independently and as part of a team.
• A genuine interest in technology and problem-solving.

Our client is seeking an experienced and empathetic Customer Service Lead to spearhead their Technical Support team in Salt Lake City, Utah, US . This role requires a blend of leadership acumen, exceptional problem-solving skills, and a passion for delivering outstanding customer experiences. You will be responsible for guiding a team of support specialists, ensuring efficient resolution of technical inquiries, and contributing to the continuous improvement of customer service processes. The ideal candidate will have a strong understanding of technical troubleshooting, excellent communication abilities, and a proven track record in managing and motivating a support team. This hybrid position allows for a balance of in-office collaboration and remote flexibility.

Key responsibilities include:

• Leading, mentoring, and coaching a team of technical support representatives to achieve performance goals.
• Overseeing the daily operations of the customer service and technical support functions.
• Developing and implementing effective support strategies to enhance customer satisfaction and loyalty.
• Handling escalated customer issues and complex technical problems, providing timely and accurate solutions.
• Monitoring support queue performance, ensuring service level agreements (SLAs) are met or exceeded.
• Analyzing customer feedback and support metrics to identify trends and areas for improvement.
• Creating and maintaining knowledge base articles, FAQs, and training materials for the support team and customers.
• Collaborating with product and engineering teams to provide feedback on product issues and feature requests.
• Implementing and optimizing customer support tools and technologies.
• Conducting regular team meetings, performance reviews, and training sessions.
• Ensuring the team adheres to company policies and procedures.
• Identifying opportunities for process automation and efficiency gains.
• Contributing to the development of customer service policies and best practices.
• Managing workforce scheduling and ensuring adequate team coverage.
• Fostering a positive and collaborative team environment.

The successful candidate will possess strong leadership and interpersonal skills, with at least 4 years of experience in customer service or technical support, including 2 years in a leadership or supervisory role. A deep understanding of troubleshooting methodologies and experience with CRM and helpdesk software are essential. Excellent verbal and written communication skills are required. A Bachelor's degree in a relevant field or equivalent work experience is preferred.

Our client, a leading provider of innovative software solutions, is seeking a dedicated and technically proficient Customer Service & Technical Support Specialist to join their fully remote support team. This role is crucial for ensuring our clients receive exceptional assistance and timely resolution to their technical inquiries and issues. The ideal candidate will possess a strong understanding of software applications, excellent communication skills, and a passion for customer satisfaction. Responsibilities include responding to customer support requests via phone, email, and chat, troubleshooting software-related problems, and providing clear, concise guidance to users. You will also be responsible for documenting support interactions, escalating complex issues to appropriate teams, and contributing to the knowledge base with solutions and FAQs. The ability to patiently explain technical concepts to non-technical users is paramount. This position requires strong analytical and problem-solving abilities, a proactive approach to identifying potential issues, and a commitment to delivering high-quality support. We are looking for an individual who can effectively manage their time, prioritize tasks, and work autonomously in a remote environment. The successful candidate will be a key point of contact for our clients, ensuring their continued success with our products. This is an excellent opportunity to join a growing company and contribute to a positive customer experience.
Responsibilities:

• Provide first-line technical support to customers via phone, email, and chat.
• Troubleshoot and resolve software-related issues efficiently and effectively.
• Guide customers through product features and functionalities.
• Document all customer interactions and resolutions in the ticketing system.
• Escalate unresolved issues to senior support staff or development teams.
• Contribute to the creation and maintenance of help desk documentation and knowledge base articles.
• Identify trends in customer issues and provide feedback for product improvement.
• Ensure customer satisfaction by delivering prompt, professional, and friendly service.
• Manage support queue and prioritize tasks effectively.
• Stay up-to-date with product updates and new features.

Qualifications:

• High school diploma or equivalent; Associate's or Bachelor's degree in a related field preferred.
• 2+ years of experience in customer service or technical support, preferably with software products.
• Strong understanding of common operating systems (Windows, macOS) and web technologies.
• Excellent verbal and written communication skills.
• Proficiency in using help desk software and ticketing systems.
• Strong problem-solving and troubleshooting abilities.
• Patience and a customer-centric attitude.
• Ability to work independently and manage time effectively in a remote setting.
• Familiarity with CRM software is a plus.