IT Helpdesk

Summary

Join our team as an IT Helpdesk Support professional and provide enterprise-level technical assistance to our AI coding company's customers. You will diagnose and troubleshoot software and network problems, install applications, and resolve technical issues. This role requires excellent communication skills and a customer-focused approach. The position offers a remote work environment with various benefits, including health insurance, performance incentives, paid training, and opportunities for career growth. The salary is competitive and depends on experience.

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
• 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
• 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

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

Preferred Qualifications

• Familiarity working with IDEs. Advantages to working with VSCode or JetBrains (IntelliJ) IDEs
• Experience reproducing customer issues
• Experience working closely with engineering teams

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