Customer Support and IT Helpdesk Specialist (Remote)

About the role

We are seeking a Customer Support and IT Helpdesk Specialist to provide internal technical assistance to employees in a fully remote environment. The role involves troubleshooting hardware, software and procedural issues, maintaining knowledge bases, and delivering training on new features.

Key responsibilities

• Respond to employee queries via email and chat promptly and professionally.
• Identify needs, guide users through specific features, and resolve technical problems.
• Analyze, reproduce and report product malfunctions, escalating to engineering when required.
• Maintain internal databases and knowledge bases with issue details, fixes and discussions.
• Share feature requests and effective workarounds with the internal team.
• Inform employees about new features, deliver release training and follow‑up to ensure resolution.
• Collect employee feedback and relay it to operations and IT leadership.
• Assist in training junior support representatives and helpdesk team members.

Required profile

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

Required skills

• Windows OS
• macOS
• Jira Service Management
• Zendesk
• Freshservice
• ServiceNow

What we offer

• Industry‑leading compensation based on experience.
• Career growth opportunities within fast‑growing, globally‑distributed companies.
• Fully remote work from anywhere in the world.