[Remote] Help Desk Technician I, Part-Time
Note: The job is a remote job and is open to candidates in USA. Golden West is a telecommunications company providing support to end-users nationwide. The Help Desk Technician will offer remote technical support, troubleshoot issues, and ensure timely resolutions while maintaining excellent customer service and documentation.
Responsibilities
- Assist customers with internet connectivity, Cable TV, IPTV, Video Streaming services, and Dial tone/Telephone support
- Provide excellent customer service while assisting customers
- Be familiar with industry-supported operating systems, including MacOS, Windows, iOS, and Android
- Clearly document work in the Help Desk ticketing system
- Effectively direct customers and maintain call control
- Direct customers to navigate their devices using provided tools and training
- Stay up to date with current happenings of the Help Desk via email, whiteboards, and other means of communication
- Multi-task to communicate with Senior Technicians and document the call while focusing on the customer's issue
- Communicate with the ISP Information Specialist to ensure that troubleshooting and the Helpdesk database are up-to-date and accurate
- Accept feedback from Supervisors and Quality Assurance specialists to improve metrics and performance goals
- Follow a posted schedule
- Follow logical troubleshooting steps to the conclusion
- Observe procedures and protocols set forth by ISPs
- Maintain a professional demeanor while assisting customers
- Communicate effectively with Peers and Management to ensure the job is completed correctly
- Performs all other related duties as assigned by Management
Skills
- Evening and weekend positions available
- The Help Desk Technician provides remote technical support and assistance to end-users of telecommunications, broadband, and video providers nationwide
- This position troubleshoots issues and ensures a friendly, helpful, and timely resolution
- The Help Desk Technician will possess excellent communication skills and a strong ability to diagnose and resolve technical issues remotely
- The Technician uses troubleshooting techniques to connect customers to the ISP-provided service and maintains detailed documentation of every customer interaction
- Assist customers with internet connectivity, Cable TV, IPTV, Video Streaming services, and Dial tone/Telephone support
- Provide excellent customer service while assisting customers
- Be familiar with industry-supported operating systems, including MacOS, Windows, iOS, and Android
- Clearly document work in the Help Desk ticketing system
- Effectively direct customers and maintain call control
- Direct customers to navigate their devices using provided tools and training
- Stay up to date with current happenings of the Help Desk via email, whiteboards, and other means of communication
- Multi-task to communicate with Senior Technicians and document the call while focusing on the customer's issue
- Communicate with the ISP Information Specialist to ensure that troubleshooting and the Helpdesk database are up-to-date and accurate
- Accept feedback from Supervisors and Quality Assurance specialists to improve metrics and performance goals
- Follow a posted schedule
- Follow logical troubleshooting steps to the conclusion
- Observe procedures and protocols set forth by ISPs
- Maintain a professional demeanor while assisting customers
- Communicate effectively with Peers and Management to ensure the job is completed correctly
- Basic computer and networking knowledge
- Excellent communication skills
- Ability to multi-task
- Ability to learn new technology
- Excellent Customer Service skills
- Excellent written and verbal communication and presentation skills
- Strong problem-solving skills
- Must be organized with attention to detail
- Skilled in problem-solving and finding resolution
- Ability to learn and abide by Company policies and procedures
- Ability to communicate verbally and in written formats with co-workers and business associates professionally and courteously
- Must be able to work independently and make sound technical decisions using the information available
- Ability to function effectively as a team player
- Ability to communicate with members, employees, and various business contacts professionally and courteously
- Ability to keep work area clean
- Ability to type on a keyboard at a rate of at least 40 wpm
- Ability to follow oral and written instructions
- No prior experience or training is required
- The Company provides an on-the-job training program
- Must be able to read computer screens and various reports
- Must be able to hear well enough to communicate with employees and business contacts
- Must be able to write, type, and use a phone system
Company Overview
