[Remote] Helpdesk Analyst (Voice & Non-Voice Support)
Note: The job is a remote job and is open to candidates in USA. UST is a mission-driven company that transforms lives through technology. They are seeking a Helpdesk Analyst to provide Level 1 technical support via voice and non-voice channels, focusing on customer interactions related to technical troubleshooting and issue resolution.
Responsibilities
- Provide Level 1 technical support via voice (calls) and non-voice (chat/email) channels
- Handle incoming customer interactions related to registration, logon issues, website/app navigation, and basic technical troubleshooting
- Support users on websites and mobile applications with a strong focus on first-call resolution
- Troubleshoot common browser and mobile app issues, including cache, cookies, and session-related problems
- Log, track, and manage incidents using standard ticketing systems, ensuring timely updates and resolution
- Deliver high-quality customer service with empathy, professionalism, and efficiency
Skills
- Excellent verbal and written communication skills for both voice and non-voice support
- Strong customer service orientation with empathetic handling of end users
- Basic Level 1 technical troubleshooting skills (web browsers, mobile apps)
- Understanding of browser functionalities such as cache, cookies, and private/incognito mode
- Proficiency in using web browsers and mobile devices (iOS/Android)
- Familiarity with MS Office Suite (Word, Excel, Outlook)
- Ability to multitask and handle multiple customer interactions efficiently
- Basic understanding of helpdesk operations and incident management processes
- Familiarity with website navigation and mobile application support
- Awareness of common end-user technical issues and troubleshooting approaches
- Understanding of IT service management concepts (ticketing, SLAs, escalation)
- 0–3 years of experience in a helpdesk, customer support, or technical support role
- Bachelor's degree or equivalent work experience preferred
- Relevant certifications (e.g., ITIL Foundation) are a plus but not mandatory
- Experience in voice and non-voice customer support environments preferred
Benefits
- 10 days of paid vacation per year
- 6 days of paid sick leave each year
- 10 paid holidays
- Paid bereavement leave
- Jury duty
- 401(k) Retirement Plan with employer matching
- Medical, dental, and vision insurance
- Basic life insurance
- Accidental death and disability insurance
- Short- and long-term disability benefits
- Additional voluntary short-term disability benefits
- Health Savings Account (HSA)
- Flexible Spending Account (FSA) for healthcare, dependent child care, and/or commuting expenses
Company Overview
Company H1B Sponsorship