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Help Desk Analyst
Remote / Online - Candidates ideally in
Waco, McLennan County, Texas, 76796, USA
Listed on 2026-02-15
Waco, McLennan County, Texas, 76796, USA
Listing for:
Optimize Search Group
Remote/Work from Home
position Listed on 2026-02-15
Job specializations:
-
IT/Tech
HelpDesk/Support, Technical Support
Job Description & How to Apply Below
- As a Help Desk Agent, a typical day for you will include:
Support all internal brand operations, franchise owners and external customers with product training, knowledge, and expertise. - Respond to support requests via live chat, email, and phone call.
- Keep accurate records of all support requests, internal research and applied resolutions using the appropriate ticketing system, Freshdesk.
- Ensure issues are resolved in a timely manner in accordance with Service Level Agreements (SLA).
- Assist with testing and/or documentation of new products or enhancements.
- Bring your skills and be inspired to achieve succuss
- Customer Service
- General knowledge of Windows Environments (Windows 10 or newer)
- General knowledge of Intuit Quick Books Online (preferred but not required)
- General knowledge of ticketing systems and documentation (preferred but not required)
- General knowledge of Point-of-Sale systems (preferred but not required)
- Skills:
- Strong computer literacy skills with an emphasis on software knowledge and use
- Diagnostic and analytical skills for software
- Professional tone and phone/email presence, with clear communication ability
- Ability to work well under pressure to meet required timelines
- Proficiencies with time management
- Sense of urgency; maintain a positive attitude
- Service-oriented attitude
- Detail-oriented
- Problem solving
- Adaptability and ability to take direction
- Critical thinking
- Strong ability to multitask
- o Associate degree preferred but not required.
- This is a hybrid model schedule – 3 days working in the office, 2 days working from home.
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