Remote Customer Support & IT Helpdesk Specialist

About the role

Persona is seeking a Remote Customer Support and IT Helpdesk Specialist to assist internal employees with technical and procedural issues. You will provide high‑quality helpdesk service in a fully remote environment, ensuring smooth operation of internal systems and software.

Key responsibilities

• Respond to employee queries via email and chat promptly, accurately, and professionally.
• Identify employee needs, guide them through feature usage, and resolve troubleshooting issues.
• Analyze and report product malfunctions, reproduce issues, and escalate to engineering when needed.
• Maintain internal databases and knowledge bases with technical issues, fixes, and discussion notes.
• Share feature requests and effective workarounds with internal teams.
• Inform employees about new features and changes, delivering release‑training sessions.
• Follow up to ensure technical issues are fully resolved.
• Gather employee feedback and relay it to operations and IT leadership.
• Assist in training junior Customer Support Representatives and IT helpdesk team members.

Required profile

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

Required skills

• Windows operating system
• macOS operating system
• IT administration (user provisioning, account access, MFA)
• Jira Service Management
• Zendesk
• Freshservice
• ServiceNow