Help Desk Customer Service Advisor

Encoura

3d•Remote

About The Position

We are looking for technically skilled candidates with good problem-solving ability for the position of Help Desk Customer Service Advisor. The duties of this role include being a reference point for all IT-related queries at the user level, responding to user needs in a timely manner, and ensuring the optimal running of all systems, among other technical duties. This role involves answering end-user questions by supporting phone calls, chats, and web inquiries, serving as a go-to resource for clients and end-users needing technical assistance via phone, chat, or email. The goal is to resolve issues on the first interaction, while clearly and professionally guiding clients through their options. You will take ownership of assigned client accounts by managing and resolving issues from start to finish, accurately documenting interactions and solutions in the ticketing system, and using the knowledge base to research and find the best solutions for client needs. Complex or unclear issues, and any outdated knowledge base content, should be escalated to a supervisor. The role requires representing the company positively by building strong, professional relationships with clients and continuously learning and growing by participating in training programs to support a variety of clients. The aim is to deliver fast, accurate, and friendly solutions that create a great client experience. Responsibilities also include installing, maintaining, and troubleshooting computers, printers, phones, and other equipment, diagnosing and resolving hardware and software issues, and completing software installations and updates. Building strong, collaborative relationships across teams and departments is also key.

Requirements

High school diploma (or equivalent)
At least 18 years old
Strong verbal and written communication skills
Able to clearly and confidently support faculty, students, staff, and teammates
Comfortable guiding customers through step-by-step solutions using our knowledge base
Able to ask thoughtful questions to quickly understand and resolve issues
Experience building, configuring, and troubleshooting computers
Comfortable navigating multiple online systems at once
Proficient in Microsoft Office (Word, Excel), Windows 11 with a willingness to learn new tools
Able to perform remote troubleshooting
Comfortable handling multiple tasks and escalating issues when needed
Detail-oriented with strong problem-solving skills
Works well independently in a remote environment
Able to take inbound calls in a fast-paced, conversation-heavy setting
Strong customer service mindset and interpersonal skills
Typing speed of at least 25 WPM
Quiet, distraction-free workspace with no competing responsibilities during your shift
High-speed internet (Cable, Fiber, or DSL)
Mobile hotspots or satellite connections are not supported
Minimum speeds: 30 Mbps download, 15 Mbps upload, 100 ms ping or less, 40 ms jitter or less
Must use a hardwired connection (directly connected to modem/router — no Wi-Fi or bridges)

Nice To Haves

Opportunity to learn and apply technical expertise to members of educational institutions.
Build in-demand skills using Amazon Connect and cloud-based support tools
Gain hands-on experience in customer experience and tech-enabled services
Support a mission-driven environment serving students and educators

Responsibilities

Answer end-user questions by supporting phone calls, chats, and web inquiries
Serve as a go-to resource for clients and end-users needing technical assistance via phone, chat, or email
Resolve issues on the first interaction, while clearly and professionally guiding clients through their options
Take ownership of assigned client accounts by managing and resolving issues from start to finish
Accurately document interactions and solutions in the ticketing system
Use the knowledge base to research and find the best solutions for client needs
Escalate complex or unclear issues—and any outdated knowledge base content—to a supervisor
Represent the company positively by building strong, professional relationships with clients
Continuously learn and grow by participating in training programs to support a variety of clients
Deliver fast, accurate, and friendly solutions that create a great client experience
Install, maintain, and troubleshoot computers, printers, phones, and other equipment
Diagnose and resolve hardware and software issues
Complete software installations and updates
Build strong, collaborative relationships across teams and departments