About this role
Remote Level 1 IT help desk agent supporting healthcare clients via a 24x7 call center, handling ticketing, remote troubleshooting, and escalation.
Key Responsibilities
- Support customers from 24x7 call center
- Process and record call transactions using tracking software
- Escalate issues per management procedures
- Provide remote/Internet-based service
- Follow up with customers and scheduled callbacks
Technical Overview
Entry-level IT support in a remote helpdesk environment with Windows OS troubleshooting and mobile device support (iPhone/Android); ITIL awareness preferred.
Ideal Candidate
The ideal candidate is an IT/help desk professional with 1-2 years of experience, capable of bilingual support, and proficient in Windows and mobile device troubleshooting. They demonstrate strong customer service orientation, good communication, and the ability to work in a remote, fast-paced environment.
Must-Have Skills
1-2 years IT/Call Center experienceExperience maintaining Microsoft Windows operating systemExperience with remote helpdesk environmentExperience with mobile device support (iPhone and Android)Proper phone etiquetteEffective listening skillsAbility to speak and write clearly with typing and grammarKnowledge of customer service principles (ITIL training a plus)Medical/clinical terminology (preferrednot required)Tracking software and designated tracking systemMust be able to sit for long periods of time
Nice-to-Have Skills
Listening SkillsJudgementMarketingEmotional IntelligenceWritten CommunicationAdaptabilityLeadershipRelationship BuildingSocial Confidence
Tools & Platforms
Tracking software
Required Skills
information technologycall centercustomer service principlesITILmedical terminologyWindows operating systemremote helpdeskmobile device supportiPhoneAndroidtypinggrammar2-year Associates degreetracking software
Hard Skills
Microsoft Windows operating systemremote helpdesk environmentmobile device support (iPhone and Android)ITIL
Soft Skills
Proper phone etiquetteeffective listeningtyping and grammar proficiencycustomer service principlesstrong personal drivecreative problem-solving skillsteam playerfast-pacedhigh-energy environment
Keywords for Your Resume
BilingualLevel 1Call CenterIT Help DeskRemoteremote connectionMicrosoft Windows operating systemiPhoneAndroidITIL1-2 years2-year Associates degreecustomer service principlestyping and grammarphone etiquetteremote helpdesk environmentMedical/clinical terminologytracking softwareit help desklevel 1remotewindows operating systemitilcustomer servicetyping
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