[Remote] Help Desk Support Staff
Note: The job is a remote job and is open to candidates in USA. TouchPoint Prodigy is a growing organization based in California, seeking highly motivated Help Desk Support Staff to join their team. In this role, you'll be responsible for responding to user inquiries, troubleshooting issues, and ensuring exceptional customer service while maintaining a knowledge base for future resolutions.
Responsibilities
- Respond to user inquiries submitted through the help desk ticketing system
- Troubleshoot issues, diagnose problems, and provide solutions for a wide range of user questions and requests
- Resolve complex issues beyond the scope of first-line support agents, escalating tickets when necessary
- Document solutions and maintain a knowledge base to improve future resolutions
- Foster positive user experiences by delivering exceptional customer service
- Assist in testing the CACWT (California Assistive and Rehabilitative Services Consumer Web Portal) system when new features or bug fixes are deployed (as needed)
- Assist in verifying that curriculum content or materials added to CACWT or its website adhere to WCAG 2.1 accessibility standards (as needed). This may involve reviewing content, identifying potential accessibility concerns, and flagging them for further review
- Other duties as assigned
Skills
- Strong troubleshooting skills
- Strong analytical and problem-solving skills with the ability to research and identify solutions
- Excellent communication and interpersonal skills, with a focus on providing clear and concise explanations to users
- Proficient in computer software and web applications
- Ability to work independently and manage multiple tasks simultaneously
- Experience using ticketing, monitoring & remote support tools
- Minimum 1 year of experience in a technical support role or related field preferred
- Working knowledge of basic accessibility principles is a plus
Benefits
- Competitive pay and vacation leave
- Dynamic and collaborative primarily remote work environment.
- Be part of a team dedicated to continuous improvement and risk mitigation.
Company Overview