Essential Functions: Serve as the first point of contact for customers Perform remote troubleshooting using an effective problem-solving approach Able to effectively communicate troubleshooting steps to customers over the phone Adhere to the operating protocol of the company Oversee Help Desk tickets effectively and efficiently Document customer interactions through CRM Identify issues that require immediate or further escalation Identify and suggest possible improvements to procedures Work closely with the team leader to maintain/improve service levels metrics Ensure customer satisfaction and resolve any conflicts Qualifications for Help Desk Support: 1+ years of experience working as a technical support representative or its equivalent POS technical and operational experience is an advantage Must possess high organizational skills Must possess dual monitors for remote support Must have the ability to multitask Must be proactive Must be able to effectively communicate in a team environment Must be able to create and execute short and long term plans Proficiency with Microsoft Windows environments Flexibility to work a variety of shifts with mínimal notice, weekends included Proficiency with a PC, MAC, Android, and IOS devices Customer-oriented and cool-tempered Excellent oral and written English communication skills **Job Types**: Full-time, Permanent, Remote, Weekends a must **Education**: - Associate (required) **Experience**: - Technical/Customer: 1 year (required) **Language**: - English (required) Shift availability: - Day Shift (required) - Night Shift (required) - Overnight Shift (required)