Product Support Specialist

Monthly Pay: $4,696 - $6,000 USD per month

Summary:

A help desk request arrives through tickets, email, chat, or calls, is reviewed, resolved when possible, recorded, and closed with clear notes. The Help Desk Agent provides direct first-contact technical assistance for routine access, software, device, and account questions, helping users return to productive work. This role sits within the IT support team and works under an IT support team lead while partnering with users, technical specialists, and system administrators. The position is fully remote and work from home in Michigan, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary. The agent follows each issue from intake through confirmation, ensuring users understand the next step and that unresolved matters reach the appropriate technical specialist.

Job Responsibilities:

• Monitor incoming technical questions in an IT help desk such as Freshservice, plus email, chat, and a contact-center phone system such as RingCentral.
• Review each request for the user’s contact details, affected device or application, issue description, urgency, and previous support notes.
• Use a remote support tool such as AnyDesk when authorized to view a user’s screen and guide troubleshooting remotely.
• Check account status through an identity platform such as Microsoft Entra ID and follow approved access steps.
• Assist users with common settings and navigation questions in an operating system such as Windows 11 and a productivity suite such as Microsoft 365.
• Record actions taken, troubleshooting results, user communications, and next steps in the assigned ticket.
• Follow up with users when more details, screenshots, confirmation, or testing results are needed to continue work.
• Escalate unresolved, repeated, access-sensitive, or system-wide issues to the appropriate technical specialist or system administrator with complete notes.
• Confirm the solution with the user, close resolved tickets accurately, and meet quality expectations for accuracy, turnaround, complete notes, and follow‑up.

Qualifications:

• High school diploma or equivalent.
• No experience required; related experience supporting users with routine software, access, or device questions preferred.
• Familiarity with an IT help desk such as Freshservice and the purpose of ticket-based technical support preferred.
• Familiarity with an operating system such as Windows 11 and a productivity suite such as Microsoft 365 preferred.
• Ability to explain technical steps clearly in writing and during phone or chat conversations.
• Ability to review issue details, follow established troubleshooting guidance, and maintain accurate ticket notes.
• Reliable computer, high-speed internet, and quiet private workspace, with availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.
• Fully remote work supporting users from a dedicated home workspace.
• Structured onboarding and training on an IT help desk such as Freshservice, a remote support tool such as AnyDesk, and support procedures.
• Regular check‑ins with the IT support team lead for guidance, coaching, and issue review.
• Skills development in endpoint management, identity management, user administration, and IT operations.
• Health coverage, paid leave, maternity leave, bonus opportunities, and stipends.