Technical Support Agent

Job Title: Technical Support Agent

Monthly Pay: $5,127 - $6,948 USD per month

Summary:

Working in a support platform such as Freshdesk and a remote access tool such as TeamViewer, the Technical Support Agent helps users resolve everyday computer and software problems. This entry level role sits within the technical support team and works under a technical support team lead, using established troubleshooting steps and clear guidance. The agent works with users, other support agents, and senior technicians to restore access, explain solutions, and keep service tickets moving. This is a fully remote, desk-based position offering work from home in Oregon, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities:

• Receive technical support requests through the ticket queue, email, and calls, then confirm the affected application, device, symptoms, and user impact before beginning troubleshooting.
• Check ticket history and available troubleshooting guides to identify known issues, previous attempts, and the most appropriate starting point for each request.
• Guide users through basic operating system checks, application settings, software installation steps, and connection tests using approved instructions suited to their reported issue.
• Help users complete approved password reset and account access steps without requesting passwords or other confidential sign-in information.
• Use a remote access tool such as TeamViewer with user permission to observe errors, explain each action, and perform approved troubleshooting steps.
• Record reported symptoms, checks performed, results, and next steps in a support platform such as Freshdesk so another agent can understand the ticket.
• Escalate unresolved issues, recurring failures, and requests outside the agent's access to senior technicians, including relevant error messages and a clear troubleshooting summary.
• Follow up with users when additional information or testing is needed, provide progress updates, and flag stalled requests to the technical support team lead.
• Confirm that the user can complete the affected task before closing a ticket, and summarize the resolution in clear, practical language.
• Meet quality expectations for troubleshooting accuracy, turnaround, complete notes, and timely follow-up, while sharing recurring issues during team reviews.

Qualifications:

• High school diploma or equivalent.
• No experience required; related technical support, help desk, or user assistance experience preferred, including experience gained through coursework or volunteer activities.
• Basic understanding of desktop operating systems, common business applications, software installation, and routine computer settings.
• Familiarity with basic network troubleshooting, including checking connections, identifying connection errors, and distinguishing device issues from wider service interruptions.
• Ability to learn ticket handling in a support platform such as Freshdesk and guided remote assistance through a remote access tool such as TeamViewer.
• Clear spoken and written communication, with patience when explaining technical steps to users with different levels of computer familiarity.
• Ability to follow approved procedures, recognize access limits, and explain when an issue needs review by a senior technician.
• Access to a reliable computer, high-speed internet, and a quiet private workspace suitable for remote user conversations.
• Availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.

Perks & Benefits:

• Fully remote work from home in a desk-based technical support role.
• Structured onboarding and training on a support platform such as Freshdesk and a remote access tool such as TeamViewer.
• Regular check-ins with the technical support team lead for guidance and feedback.
• Opportunities to build practical troubleshooting, remote assistance, ticket documentation, and user communication skills.
• Health coverage, paid leave, maternity leave, bonus opportunities, and stipends.