Help Desk Customer Service Advisor

Encoura

Help Desk Customer Service Advisor role focused on IT support for clients remotely. Responsibilities include troubleshooting, documentation, and customer interaction to ensure optimal system performance.

Posted 5/29/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $15 per hourWebsite

About the role

Key responsibilities & impact

Help answer end-user questions by supporting phone calls, chats, and web inquires
Serve as a go-to resource for clients and end-users needing technical assistance via phone, chat, or email
Aim to resolve issues on the first interaction, while clearly and professionally guiding clients through their options
Take ownership of assigned client accounts by managing and resolving issues from start to finish
Accurately document interactions and solutions in the ticketing system
Use the knowledge base to research and find the best solutions for client need
Escalate complex or unclear issues—and any outdated knowledge base content—to a supervisor
Represent the company positively by building strong, professional relationships with clients
Continuously learn and grow by participating in training programs to support a variety of clients
Deliver fast, accurate, and friendly solutions that create a great client experience
Install, maintain, and troubleshoot computers, printers, phones, and other equipment
Diagnose and resolve hardware and software issues
Complete software installations and updates
Build strong, collaborative relationships across teams and departments

Requirements

What you’ll need

High school diploma (or equivalent)
At least 18 years old
Strong verbal and written communication skills
Able to clearly and confidently support faculty, students, staff, and teammates
Comfortable guiding customers through step-by-step solutions using our knowledge base
Able to ask thoughtful questions to quickly understand and resolve issues
Experience building, configuring, and troubleshooting computers
Comfortable navigating multiple online systems at once
Proficient in Microsoft Office (Word, Excel), Windows 11 with a willingness to learn new tools
Able to perform remote troubleshooting
Comfortable handling multiple tasks and escalating issues when needed
Detail-oriented with strong problem-solving skills
Works well independently in a remote environment
Able to take inbound calls in a fast-paced, conversation-heavy setting
Strong customer service mindset and interpersonal skills
Typing speed of at least 25 WPM
Quiet, distraction-free workspace with no competing responsibilities during your shift

Benefits

Comp & perks

Paid Training and equipment provided
100% Remote Work from Home
Opportunity to learn and apply technical expertise to members of educational institutions.
Build in-demand skills using Amazon Connect and cloud-based support tools
Receive paid training and ongoing support
Gain hands-on experience in customer experience and tech-enabled services
Support a mission-driven environment serving students and educator

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

troubleshootinghardware diagnosissoftware installationcomputer configurationremote troubleshootingticketing system documentationMicrosoft OfficeWindows 11typing speed

Soft Skills

verbal communicationwritten communicationproblem-solvingcustomer serviceinterpersonal skillsdetail-orientedindependent workmulti-taskingrelationship building

Certifications

high school diploma