Technical Help Desk Agent

We’re looking for Technical Helpdesk Agents who are passionate about helping customers and delivering high-quality support. In this role, you’ll serve as a key point of contact for our customers, addressing questions, resolving issues, and ensuring a positive experience with every interaction.

Technical Help Desk Agents provide technical support for web-based applications, websites, and digital platforms used by customers and business partners. The ideal candidate will troubleshoot website-related issues, provide guidance on platform functionality, resolve technical incidents, and collaborate with cross-functional teams to ensure a seamless user experience across multiple online products and services. Key Responsibilities

• Provide technical support for company websites, web applications, and customer-facing digital platforms.
• Troubleshoot website access issues, login failures, account management concerns, application errors, and browser compatibility problems.
• Respond to customer inquiries via phone, email, chat, and support ticketing systems.
• Diagnose and resolve technical issues related to software, web applications, integrations, and user configurations.
• Assist customers with navigating websites, utilizing platform features, and understanding system functionality.
• Document troubleshooting steps, issue resolutions, and customer interactions within the ticketing system.
• Escalate complex technical issues to Application Support, Product, Engineering, or Development teams as appropriate.
• Monitor system outages, website performance issues, and recurring technical trends to identify opportunities for improvement.
• Maintain a high level of customer satisfaction while meeting performance metrics.

• High school diploma or equivalent; Associate’s or Bachelor’s degree preferred.
• 2+ years of Help Desk, Technical Support, or Service Desk experience.
• Experience supporting websites, SaaS platforms, web applications, or e-commerce environments.
• Working knowledge of:

*

• Web browsers and browser troubleshooting *

• User account administration
• Password resets and access management
• Windows operating systems
• Microsoft Office applications

• Ticketing and CRM systems

• Strong problem-solving and analytical skills.
• Excellent verbal and written communication skills.

Pulled from the full job description AD&D insurance 401(k) Health insurance Paid time off Vision insurance Dental insurance Life insurance, * Health Care Plan (Medical, Dental & Vision)

• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Short Term & Long Term Disability
• Training & Development
• Wellness Resources
• $20.00/hr.