Virtual Help Desk Support
Posted on August 25, 2025 (about 8 hours ago)
At Hamaspik HomeCare, we put patients and caregivers at the heart of everything we do. Through a team-focused culture that encourages growth and collaboration, we are reshaping the home healthcare experience and delivering exceptional care to those who need it most.
As a Virtual Help Desk Support representative, you will be the first point of contact for our clients seeking technical assistance. You will be responsible for providing support via various communication channels including phone, email, and chat. Your goal will be to ensure that clients receive timely and effective solutions to their technical issues while maintaining a high level of customer satisfaction.
Responsibilities
- Respond to client inquiries and provide technical support for hardware and software issues.
- Diagnose and troubleshoot technical problems reported by clients.
- Document and track support requests using our ticketing system.
- Provide step-by-step guidance to clients in resolving issues remotely.
- Collaborate with other team members to escalate and resolve complex issues.
- Maintain an up-to-date knowledge of our products and services to provide accurate information to clients.
- Conduct follow-ups to ensure that issues are resolved and that clients are satisfied with the support received.
- Create and maintain knowledge base articles to assist clients and improve support processes.
- Participate in training sessions to stay informed about new technologies and support techniques.
Qualifications
- High school diploma or equivalent; advanced education or certifications in IT support is a plus.
- Proven experience in a customer service or technical support role, preferably in a remote environment.
- Strong understanding of computer systems, mobile devices, and other tech products.
- Proficient in troubleshooting common software and hardware issues.
- Excellent verbal and written communication skills.
- Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
- Strong problem-solving skills and a customer-centric approach.
- Familiarity with ticketing systems and remote desktop tools is a plus.
The Pay Range For This Role Is
28 - 34 USD per hour (Remote (Cambridge, Massachusetts, US))
You may also apply directly on company website.