Online Help Desk Specialist (2024)

Responsibilities:

• Respond to customer inquiries and technical support requests via online platforms, including email, chat, and ticketing systems.
• Diagnose and troubleshoot technical issues related to software, hardware, applications, and online services.
• Guide users through step-by-step solutions to resolve technical problems and provide assistance with product features and functionalities.
• Escalate unresolved issues to appropriate internal teams or senior support staff for further investigation and resolution.
• Keep accurate records of customer interactions, technical issues, and resolutions in the help desk ticketing system.
• Collaborate with cross-functional teams to identify and implement solutions for recurring technical issues or customer concerns.
• Stay up-to-date with product updates, technical specifications, and troubleshooting techniques to provide accurate and timely support.
• Provide feedback to the product development team on common user issues, feature requests, and potential improvements to enhance the user experience.
• Assist in creating and updating online support documentation, knowledge base articles, and troubleshooting guides.

Requirements:

• Bachelor’s degree in computer science, information technology, or related field.
• Proven experience in customer support, technical support, or help desk role, preferably in an online or remote setting.
• Strong technical aptitude and troubleshooting skills with the ability to diagnose and resolve software, hardware, and network issues.
• Excellent communication skills, both written and verbal, with the ability to convey technical information clearly and concisely to non-technical users.
• Proficiency in using help desk software, ticketing systems, and remote support tools.
• Strong problem-solving skills and attention to detail, with a focus on delivering high-quality customer service and support.