Remote Technical Support Agent

About the Opportunity

Take on a position where your technical expertise directly empowers customers worldwide. As a Remote Technical Support Agent, you’ll become the digital first responder who ensures smooth operations, resolves issues quickly, and helps users make the most of the tools they rely on every day. This position offers the flexibility of working from home while being part of a team that values precision, accountability, and timely support. The annual compensation for this role is $93,729.

Core Responsibilities

• Provide timely assistance to customers through various channels, including chat, email, and video calls.
• Troubleshoot software, hardware, and network-related technical issues.
• Escalate unresolved cases to the appropriate support tiers while maintaining ownership of communication.
• Maintain accurate records of issues, resolutions, and communication logs in the ticketing system.
• Deliver step-by-step guidance with clear, non-technical explanations to help users.
• Follow established workflows while offering suggestions to enhance support processes.
• Test and validate solutions to ensure long-term resolution of issues.
• Educate customers on system functionalities and best practices to avoid repeat issues.

Your Impact in This Role

Your quick thinking and analytical ability will reduce downtime for users and enable teams to continue working without disruption. As a technical lifeline, your responsiveness and clarity will influence customer satisfaction and loyalty. Every interaction you have plays a direct role in improving user experience and operational efficiency.

Work Environment

• Fully remote setup with secure digital tools that support seamless workflow.
• Collaborate with cross-functional teams, including IT, QA, and Engineering, via video meetings.
• Work hours aligned with support shifts—typically 8-hour blocks, Monday to Friday.
• A quiet, focused, and self-managed work environment is encouraged.
• Access to internal training portals and knowledge bases to support continuous learning.

Tools & Technologies Used

• Ticketing systems: Zendesk, Freshdesk, or ServiceNow
• Communication platforms: Slack, Zoom, Microsoft Teams
• Diagnostic tools: Command line interfaces, remote desktop apps, VPN clients
• OS support: Windows, macOS, Linux
• Cloud platforms: AWS Console, Google Workspace Admin
• Collaboration apps: Confluence, Trello, Notion

Qualifications

• Proven experience in a technical support, IT helpdesk, or customer success role (2+ years preferred)
• Solid grasp of diagnosing desktop and web-based application issues
• Familiarity with remote troubleshooting techniques
• Strong communication and interpersonal skills
• Ability to translate complex technical terms into clear language
• Proficiency in multitasking and managing multiple inquiries simultaneously
• A bachelor’s degree in IT, information technology, or another relevant area is welcome, though not essential
• Certifications such as CompTIA A+, ITIL, or Google IT Support are advantageous

What We Look for in You

• You are calm under pressure and find solutions quickly
• You take ownership of problems and drive them to resolution
• You have a natural curiosity to understand how systems work
• You’re self-motivated and thrive in independent, remote environments
• You appreciate structure but are adaptable to change when needed

Career Growth Opportunities

This role is an excellent springboard into more advanced areas such as:

• Tier 2 or Tier 3 Technical Support
• Systems Administration
• Technical Account Management
• Product Specialist or QA Analyst roles
• Cybersecurity Support or Network Engineering

Our remote infrastructure allows for internal transfers, professional development, and leadership opportunities based on performance.

Perks and Benefits

• Competitive salary: $93,729 annually
• Fully remote work with flexible scheduling options
• Generous PTO and mental wellness days
• Home office stipend and technology allowance
• Access to training and certification programs
• Inclusive and respectful digital workspace
• Health insurance and employee wellness initiatives

Ready to Make a Difference?

If you enjoy problem-solving, excel at communicating clearly, and love helping others succeed in a tech-driven world, this position is for you. Become part of a collaborative environment where your talents can shine and your efforts will make an impact from day one.

Apply now and bring your support expertise to life in a remote-first world.