Customer Support and IT Helpdesk Specialist (Work From Home)

About the role

Persona is seeking a Customer Support and IT Helpdesk Specialist to provide internal technical assistance to employees worldwide. This remote‑first position focuses on troubleshooting, system support, and delivering high‑quality helpdesk service for internal tools and SaaS platforms.

Key responsibilities

• Respond promptly to employee queries via email and chat.
• Identify needs, guide users through features, and resolve technical issues.
• Reproduce, analyze, and report product malfunctions, escalating to engineering when needed.
• Maintain and update internal knowledge bases with issue details and solutions.
• Communicate feature releases, provide training, and gather feedback for continuous improvement.
• Assist in onboarding and training junior support and helpdesk team members.

Required profile

• Proven experience as a Customer Support Specialist, IT Helpdesk Specialist, or a similar role.
• Strong familiarity with Windows and macOS operating systems.
• Experience with general IT administration tasks such as user provisioning, account access management, and multi‑factor authentication.
• Hands‑on experience with ticketing/help‑desk platforms (e.g., Jira Service Management, Zendesk, Freshservice, ServiceNow).

Required skills

• Windows OS
• macOS
• SaaS platform usage
• Jira Service Management
• Zendesk
• Freshservice
• ServiceNow
• User provisioning
• Account access management
• Multi‑factor authentication (MFA)