Remote Online Help Desk Representative

2 weeks ago


Brockton, United States Kimura Foundry America Full time

We are seeking a motivated and customer-oriented individual to join our team as an Online Help Desk Representative. In this role, you will be responsible for providing excellent customer support and effectively troubleshooting technical issues for our online platform. As an Online Help Desk Representative, you will play a crucial role in ensuring customer satisfaction and helping our users navigate our platform with ease.

**Responsibilities**:

- Diagnosing and resolving technical issues reported by customers, ensuring timely and effective solutions
- Escalating complex issues to the appropriate internal team members and following up until resolution is achieved
- Understanding and effectively communicating technical concepts to customers with varying levels of technical proficiency
- Providing guidance and training to customers on how to effectively use our online platform and leveraging its features
- Documenting and maintaining records of customer interactions and technical issues to assist with ongoing troubleshooting and system improvements
- Collaborating with cross-functional teams to identify trends and recurring issues, and suggesting improvements to enhance customer experience

**Requirements**:

- Exceptional communication skills, both written and verbal, with the ability to explain technical concepts in a clear and concise manner
- Proficient in troubleshooting and problem-solving, with a strong attention to detail
- Ability to multitask and prioritize competing priorities in a fast-paced environment
- Familiarity with online platforms and technology, with the ability to quickly learn and adapt to new systems
- Patience and empathy when dealing with customers, with a commitment to providing high-quality support
- Strong organizational skills and ability to follow processes and procedures accurately and efficiently



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