Technical Support Representative

Job Title: Technical Support Representative

Monthly Pay: $5,416 - $6,829 USD per month

Working with a remote support tool such as Team Viewer and an IT help desk such as Service Now, the Technical Support Representative explains technical solutions and helps users resume everyday computer tasks. This entry-level position sits within the technical support team and receives guidance from a technical support team lead. The representative works with users, experienced support technicians, and service specialists to communicate clear answers and maintain useful ticket histories.

This is a fully remote, work from home position based in New York, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

• Receive user questions through the ticket queue, calls, and emails, then identify the affected application, reported symptoms, and assistance requested before responding.
• Check existing ticket histories and approved troubleshooting guidance to understand previous attempts, avoid repeating unsuccessful steps, and select an appropriate starting point.
• When appropriate and with user permission, use a remote support tool such as Team Viewer to observe reported behavior and guide basic troubleshooting without physical access.
• Communicate what has been checked, what the user should try next, and what remains unresolved without promising outcomes or completion times beyond available guidance.
• Escalate recurring failures, unfamiliar errors, or issues outside approved guidance to experienced support technicians, providing symptoms, troubleshooting results, and relevant ticket references.
• Follow up on open tickets when updates are due or additional information is needed, coordinating with the assigned technician and keeping users informed.
• Confirm whether the reported problem is resolved, summarize the assistance provided, and close or return tickets according to the team's established procedures.
• Meet quality expectations through accurate answers, timely responses, complete notes, appropriate escalation, and consistent follow-up, incorporating feedback from ticket reviews into future interactions.

• High school diploma or equivalent.
• No experience required; related technical support, help desk, or user assistance experience preferred.
• Willingness to learn an IT help desk such as Service Now and maintain clear, useful ticket histories.
• Ability to learn a remote support tool such as Team Viewer and follow permission-based session procedures.
• Clear spoken and written communication, with patience when explaining unfamiliar technical steps to users.
• Ability to follow troubleshooting instructions, recognize limits, and seek guidance rather than make unsupported changes.
• A reliable computer, high-speed internet, and quiet private workspace; availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.
• Fully remote work with desk-based responsibilities completed from your home workspace in New York.
• Structured onboarding and training using an IT help desk such as Service Now and a remote support tool such as Team Viewer.
• Regular check-ins with the technical support team lead to discuss questions, review ticket examples, and receive practical feedback.
• Health coverage, paid leave, maternity leave, bonus opportunities, and stipends.