Help Desk Customer Service Advisor

Role Overview

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.

A Day in the Life

• Help answer end-user questions by supporting phone calls, chats, and web inquires
• Serve as a go-to resource for clients and end-users needing technical assistance via phone, chat, or email
• Aim to 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 need
• Escalate complex or unclear issues—and any outdated knowledge base content—to a supervisor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

About You

• 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

Internet Requirements

• 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)

What Makes This Opportunity

• Paid Training and equipment provided
• 100% Remote Work from Home
• Opportunity to learn and apply technical expertise to members of educational institutions.
• Build in-demand skills using Amazon Connect and cloud-based support tools
• Receive paid training and ongoing support
• Gain hands-on experience in customer experience and tech-enabled services
• Support a mission-driven environment serving students and educational institutions