Technical Support Agent

Job Title: Technical Support Agent

Monthly Pay: $4,696 - $6,000 USD per month

Summary:

Working in an IT help desk such as Freshservice and a contact-center phone system such as Dialpad, the Technical Support Agent directly assists users with routine software, access, device, and connectivity questions that can interrupt productive work. The role translates user reports into clear next steps, resolves supported issues, and preserves accurate ticket histories so recurring concerns can be identified. The agent sits on the technical support team and works under a technical support team lead, partnering with users, peer agents, and technical specialists. This fully remote position is based in Texas, United States, and is performed work from home in a desk-based setting. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities:

• Monitor incoming requests from the support queue, phone calls, emails, and user-submitted tickets, then acknowledge each request promptly.

• Ask clear diagnostic questions to confirm the affected device, software, access issue, error message, user impact, and steps already attempted.

• Create and update tickets in an IT help desk such as Freshservice, recording categories, priority, contact details, troubleshooting actions, and outcomes.

• Guide users through approved steps for password access, software settings, browser behavior, device connections, and common operating system concerns.

• Use a remote support tool such as TeamViewer when appropriate to observe reported issues and provide step-by-step assistance within supported procedures.

• Search approved knowledge articles and prior ticket notes to identify consistent solutions and share accurate instructions with users.

• Provide courteous status updates through a contact-center phone system such as Dialpad, email, or ticket replies, and follow up when more information is needed.

• Escalate unresolved software, device, account access, or network issues to a technical specialist, including complete notes and diagnostic findings.

• Track escalated requests, communicate updates from technical specialists, and confirm with users when a resolution or next action is available.

• Meet quality expectations through accurate troubleshooting, timely turnaround, complete ticket notes, clear user guidance, and dependable follow-up.

Qualifications:

• High school diploma or equivalent.

• No experience required; related experience assisting users with software, devices, or account access is preferred.

• Familiarity with common desktop operating systems, web browsers, mobile devices, and basic connectivity concepts.

• Ability to follow guided troubleshooting steps and recognize when an issue requires escalation to a technical specialist.

• Preferred familiarity with an IT help desk such as Freshservice and a remote support tool such as TeamViewer.

• Ability to explain technical steps in clear, respectful language for users with varied comfort levels using technology.

• Careful approach to documenting issue details, actions taken, user responses, and next steps in support tickets.

• Reliable computer, high-speed internet, and quiet private workspace, with availability for the 40-hour weekly commitment and agreed working days and shift times.

• Authorization to work in the United States.

Perks & Benefits:

• Fully remote work from home in a desk-based technical support role.

• Structured onboarding and training on Freshservice, Dialpad, TeamViewer, support workflows, and approved troubleshooting resources.

• Regular check-ins with the technical support team lead to discuss questions, progress, and priorities.

• Opportunities to build skills in operating systems, user guidance, ticket documentation, issue diagnosis, and escalation coordination.

• Health coverage, paid leave, a 401(k), maternity leave, and stipends.