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Browse 7+ Remote Helpdesk Jobs in September 2020 at companies like Orcid, Crossover and working as a L2 Customer Support Architect ($60K/year) - Remote Work, Product Support Manager ($100K/year) - Remote Work or User Support Manager . Last post

Browse 7+ Remote Helpdesk Jobs in September 2020 at companies like Orcid, Crossover and working as a L2 Customer Support Architect ($60K/year) - Remote Work, Product Support Manager ($100K/year) - Remote Work or User Support Manager . Last post

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ORCID

 

User Support Manager

verified
🌏 Worldwide

User Support Manager  


ORCID

🌏 Worldwide

support tickets

helpdesk

user support

manager

support tickets

helpdesk

user support

manager

**WHO WE ARE**\n\nORCID (​https://orcid.org/) is an independent non-profit organization that serves the global research community. Our mission is to connect research and researchers, with a strong focus on user control and privacy. Launched in October 2012, there are now over 9,000,000 registered ORCID users, more than 1,100 member organizations, and over 30 staff members in 15 countries. Our website and Registry (orcid.org) are published in 11 languages.\n\nWe are a mission-driven not-for-profit organization grounded by our core values: we are open, transparent, collaborative, global, diverse, inclusive, trusted, and persistent. We are committed to our values and welcome applications from all qualified candidates. Our remote-only team is diverse, and based around the globe.\n\n\n**THE ROLE**\n\nORCID is seeking an experienced manager to lead the user support function for the organization. The successful candidate will manage a team of four to provide timely and quality user support, serve as the “voice of the user” within the organization and work with other departments in improving the user experience, and scale the user support function as the organization grows.\n\nThis position is full-time (40 hour/week), and reports to the Technology Director. This is a fully remote role at an all-remote organization. Candidates must be able to work during Europe or Americas standard business hours (Mon-Fri) with at least four hours daily between 1200-2000 UTC, with recurring meetings at 1500 UTC.\n\n\n\n# Responsibilities\n **Timely and Quality User Support**\n\nEnsures ticket responses meet expectations in both quality and quantity, and that Service Level Agreements and other support team goals are met\nEnsures relevant metrics are tracked in order to extract actionable data \nManages support processes and workflows, identifies and implements process and policy improvements, collaborating with other teams as appropriate\nEnsures that appropriate tools/documentation/training exist to support the work of the support team\nEnsures we are maximizing our use of tools (especially Zendesk) in support workflows\nArranges adequate help desk coverage (e.g. holidays, vacations, weekends)\nAssists the support team members in responding to user requests by providing clarification and guidance where required\nIdentifies trends in user requests and determines the best methods to address them\n\n\n**Voice of the User in the organization**\n\nReports bugs and technical issues that drive ticket volume to Technology and Product Team\nEnsures user feedback and feature requests are communicated to Product Team\nMakes recommendations and collaborates with Product Team on areas of UI which are driving ticket volume\nParticipates in calls and projects with the other teams (Product, Technology, Communications, Engagement) as needed to provide a “voice of the user” to the larger organization\n\n\n**Support at Scale**\n\nLeads the support team in identifying ways of reducing ticket volume per number of active users (through bug fixes, suggestions for UI improvements, KnowledgeBase documentation, and other methods)\nLeads the support team in identifying ways of improving the efficiency of ticket responses (through technological, organizational, workflow and other means)\nAnticipates foreseeable increases in ticket volume and ensures support team will be able to respond at scale\nUnderstands process involved in automating some aspects of user support, as well as benefits, drawbacks, and when to consider automation\n\n\n**Management**\n\nCoordinates and runs regular (e.g.: 1-2x weekly) internal support team meetings, and other meetings as necessary\nCoordinates weekly 1:1 meetings with each support team member\nWorks with support team members on career goals and professional development\nParticipates in hiring, evaluating, scheduling and transferring support team members where appropriate\nWrites and delivers employee evaluations\n\n\n\n \n\n# Requirements\nFluent written and spoken communication in English\n2+ years of support experience and 2+ years of management experience, OR 2+ years managing a user support team via a helpdesk platform\nExcellent communication skills and a strong work ethic; ability to prioritize effectively and get things done in a dynamic environment\nExperience extracting and communicating actionable recommendations from feedback and data\nMotivated and results-driven, with a high-level of energy, enthusiasm, and initiative\nTech-savvy and able to troubleshoot technical issues\nExperience optimizing process and building efficiencies through automation\nMust be able to work during Europe or Americas standard business hours (Mon-Fri) with at least four hours daily between 1200-2000 UTC, with recurring meetings at 1500 UTC.\n\n\n**NICE-TO-HAVES**\n\nExperience working remotely\nExperience working in the research community\nExperience improving support workflows and processes\nExperience resolving disputes or other sensitive issues\nExperience writing documentation\nExperience with analytics, especially with ticket data\n\n\nWE PROVIDE\n\n\n\nA committed and awesome team serving an engaged community\nCompetitive compensation and benefits\nFlexible work hours and tools to support our virtual office environment\nORCID provides a laptop\n\n\n\n\n\n\n#Location\n🌏 Worldwide


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# How do you apply?\n\n To apply, please follow the apply URL and submit an application that includes a resume and cover letter. In your cover letter, please include the name of your favorite airport and why.
Apply for this position

Previously's Remote Jobs

Crossover


Product Support Manager Work

verified

Product Support Manager Work


Crossover


customer service

helpdesk

support manager

manager

customer service

helpdesk

support manager

manager

This job post is archived and the position is probably filled. Please do not apply.
Product Support Managers are the cream of the crop. They are the most highly skilled, elite support Managers at Crossover. They embody the world-class culture that is the cornerstone of Crossover’s customer support team.\n\nThese Managers have a passion for solving complex technical issues.\nFor those seeking to join this elite tier of technical managers you must be able to define and deliver exceptional customer service in real-world scenarios, demonstrate the ability to deep dive into complex technical issues, and effectively communicate resolutions to your team.\n\nFrom solving the most complex technical issues to contributing to the knowledge base, Product Support Managers are instrumental to customer support’s success. They are experts coupling their technical acumen with their superb communication and coaching skills to deliver world-class service. With their advanced technical skills and knowledge, they provide innovative solutions to complex issues. These leaders enjoy identifying and removing complexity. Their main goal is to improve the quality of the overall experience for our customers.\n \n\n# Requirements\n**Mandatory requirements:**\n\n* Bachelor degree in Computer Science\n* Pristine spoken and written English\n* 5+ years providing technical support and software engineering\n* Advanced technical acumen in modern software languages\n* Be able to break down complex information for those not well versed in technical terms and processes\n* Expert in the following:\n* Java / JavaScript / CSS / HTML\n* C#\n* .Net\n* Previous experience managing an L1/L2 support team\n* Extensive experience writing playbooks for L1/L2 support teams\n


See more jobs at Crossover

# How do you apply?\n\n This job post is older than 30 days and the position is probably filled. Try applying to jobs posted recently instead.
Apply for this position

Crossover


L2 Customer Support Architect Work

verified

L2 Customer Support Architect Work


Crossover


l2

helpdesk

engineer

customer service

l2

helpdesk

engineer

customer service

This job post is archived and the position is probably filled. Please do not apply.
**We are looking for professionals who want to work for a support team, unlike any other support organization. We want to build a team with the exceptional few IT professionals who can couple their technical acumen with their exceptional verbal and written communication skills.**\n\nL2 Customer Support Architects enjoy working on complex issues and the challenge that comes with escalated tickets. It is essential to have a deep understanding of software support tools and strong technical skills. World class service is more than solving the issue, it’s about providing the customer with an experience. L2 agents are expert communicators and strive for high-quality scores.\n\n\n# Responsibilities\n You will be working in an atypical customer contact center. You will connect with customers through different channels supporting cutting-edge products. You will be empowered to provide end-to-end support, and you will be encouraged to problem solve and take accountability for the customer experience. \n\n# Requirements\n**Mandatory requirements:**\n\n* Bachelor’s degree or equivalent\n* Perfect spoken and written English\n* +4 years as a front-line agent supporting software products\n* Ability to read code without any problems, regardless of the programming language\n* Ability to write basic scripts in various programming languages (from automating jobs to creating connectors)\n* Ability to learn multiple products across multiple technologies \n* Intermediate to advanced understanding/administration of the following:\n* Windows or Unix/Linux Server\n* Network and Web servers\n* Database MS SQL / MySQL / Oracle / PostgreSQL\n* Sharepoint\n* Active Directory\n* Java / JavaScript / CSS / HTML\n* AWS\n* Docker\n* Python\n


See more jobs at Crossover

# How do you apply?\n\n This job post is older than 30 days and the position is probably filled. Try applying to jobs posted recently instead.
Apply for this position

Crossover

 

L1 Customer Support Engineer Work

verified

L1 Customer Support Engineer Work  


Crossover


l1

technical support

helpdesk

customer service

l1

technical support

helpdesk

customer service

This job post is archived and the position is probably filled. Please do not apply.
**At Crossover, we are firm believers that customers deserve to be heard, cared for and treated with respect. This is the foundation for delivering world-class service. We are in search of those higher-level agents that possess technical expertise and are masters at delivering exceptional customer service.**\n\n# Responsibilities\n Our agents are passionate, smart and understand that world-class service is not just about solving the problem. It’s about the experience. We put our customers first. As a Level 1 Customer Support Engineer, you will be the cornerstone of this philosophy.\n\nThis is a remote position, and therefore superb written and verbal communication skills are vital to success. Our agents must be able to communicate effectively and professionally with our customers while utilizing their technical experience and knowledge to resolve issues to reach high-quality service.\n \n\n# Requirements\n**To excel in this position you will need to:**\n* Have strong oral and written communication skills in English\n* +2 years as a front-line agent supporting software products\n* Perform at a high level solving at least 15 tickets per day\n* Know how to write knowledge base articles and step by step guides\n* Be open to learning multiple products across multiple technologies at the same time\n* Be well versed in current software support practices and tools including troubleshooting, issue tracking, and ticket management\n\n**Have basic to intermediate technical knowledge in the following technologies/languages:**\n* SQL Server\n* Oracle DBs\n* Unix/Linux\n* Networking\n* Windows Server administration\n* SharePoint\n* Web Servers\n\nPrevious Telco experience is highly desirable\n


See more jobs at Crossover

# How do you apply?\n\n This job post is older than 30 days and the position is probably filled. Try applying to jobs posted recently instead.
Apply for this position

Crossover


Customer Support Manager

Customer Support Manager


Crossover


helpdesk

technical support

customer support

exec

helpdesk

technical support

customer support

exec

This job post is archived and the position is probably filled. Please do not apply.
Customer Support Managers at Crossover are excited about their mission to deliver stellar service and develop people. Our Managers are experts in analyzing data from our Worksmart tool to drive performance. These elite coaches are the driving force behind Crossover’s success.\n\n# Responsibilities\n **Responsibilities include but are not limited to:**\n* Manage and coach a team of 15-20 remote Level 1 & Level 2 Software Support Engineers\n* Conduct 1:1s and check-ins to drive quality, and provide weekly updates to team\n* Give visibility and manage the whole end to end process for incidents, requests, and escalations\n* Show week over week improvement:\n* You will be measured by the quality and productivity of your teams on a weekly basis\n* You have to be comfortable with receiving daily feedback on the team’s performance and fix what is not working at the speed of light\n* Foster a culture that embodies Crossover’s values of excellence and world-class service.\n* Utilize the data from the Worksmart Productivity Measurement tool to develop individual performance plans and achieve aggressive team goals\n* Collaborate with our Knowledge Base Team in the creation, management, and dissemination of information\n* Participate in Crossover’s Global Hiring Tournaments\n* Be an active part of Crossover’s growth and innovative strategies on new product imports and proof of concepts.\n* Must be able to manage and thrive in a virtual, global, and fast-paced environment\n\n**Depending on the situation your day could start with:**\n\n* 1:1 meetings where the metrics are reviewed, feedback on calls and ticket analysis is given; and any blockers that agents have, discussed\n* Coaching sessions where agents need help/guidance on a specific topic, from soft-skills advice to technical product training\n* Weekly meetings: enforcing team updates, process changes, and/or improvements\n \n\n# Requirements\n**Mandatory requirements:**\n\n* Bachelor’s degree or equivalent\n* Pristine spoken English\n* 7+ years of software support experience managing +15 L1/L2 software support agents\n* Experience with deep diving for >500 tickets volume per week\n* Experience writing technical knowledge base articles and playbooks\n* Strong leadership and presentation skills\n* Excellent soft skills, including critical thinking, decision making, and conflict resolution\n* Committed to self-development and the professional growth of others\n* A passion for creating work in a process-driven way and working with team members to continuously improve the process\n* Excellent at reducing overly complicated and unstructured answers into a set of simple and structured decisions\n


See more jobs at Crossover

# How do you apply?\n\n This job post is older than 30 days and the position is probably filled. Try applying to jobs posted recently instead.
Apply for this position

Crossover


L2 Customer Support Architect

L2 Customer Support Architect


Crossover


helpdesk

technical support

software support

l2

helpdesk

technical support

software support

l2

This job post is archived and the position is probably filled. Please do not apply.
**We are looking for professionals who want to work for a support team, unlike any other support organization. We want to build a team with the exceptional few IT professionals who can couple their technical acumen with their exceptional verbal and written communication skills.**\n\nL2 Customer Support Architects enjoy working on complex issues and the challenge that comes with escalated tickets. It is essential to have a deep understanding of software support tools and strong technical skills. World class service is more than solving the issue, it’s about providing the customer with an experience. L2 agents are expert communicators and strive for high-quality scores.\n\n\n# Responsibilities\n **Responsibilities:**\n\nYou will be working in an atypical customer contact center. You will connect with customers through different channels supporting cutting-edge products. You will be empowered to provide end-to-end support, and you will be encouraged to problem solve and take accountability for the customer experience.\n \n\n# Requirements\n**Mandatory requirements:**\n* Bachelor’s degree or equivalent\n* Pristine spoken and written English\n* +4 years as a front-line agent supporting software products\n* Ability to perform at a high level solving at least 15 tickets per day\n* Ability to read code without any problems, regardless of the programming language\n* Ability to write basic scripts in various programming languages (from automating jobs to creating connectors)\n* Ability to learn multiple products across multiple technologies\n\n**Can demonstrate an intermediate to advanced understanding of the following:**\n* Windows or Unix/Linux Server\n* Network and Web servers\n* Database MS SQL / MySQL / Oracle / PostgreSQL\n* Sharepoint\n* Active Directory\n* Java / JavaScript / CSS / HTML\n* AWS\n* Docker\n* Python


See more jobs at Crossover

# How do you apply?\n\n This job post is older than 30 days and the position is probably filled. Try applying to jobs posted recently instead.
Apply for this position

Crossover


L1 Customer Support Engineer

L1 Customer Support Engineer


Crossover


helpdesk

technical support

software support

l1

helpdesk

technical support

software support

l1

This job post is archived and the position is probably filled. Please do not apply.
At Crossover, we are firm believers that customers deserve to be heard, cared for and treated with respect. This is the foundation for delivering world-class service. We are in search of those higher-level agents that possess technical expertise and are masters at delivering exceptional customer service.\n\n# Responsibilities\n **Responsibilities:**\n\nOur agents are passionate, smart and understand that world-class service is not just about solving the problem. It’s about the experience. We put our customers first. As a Level 1 Customer Support Engineer, you will be the cornerstone of this philosophy.\n\nThis is a remote position, and therefore superb written and verbal communication skills are vital to success. Our agents must be able to communicate effectively and professionally with our customers while utilizing their technical experience and knowledge to resolve issues to reach high-quality service.\n \n\n# Requirements\n**Mandatory requirements:**\n\n* Strong oral/written communication skills in English\n* +2 years as a front-line agent supporting software products\n* Ability to perform at a high level solving at least 15 tickets per day\n* Ability to learn multiple products across multiple technologies\n* Ability to write knowledge base articles and step by step guides\n* Well versed in current software support practices and tools including troubleshooting, issue tracking, and ticket management\n\n**Basic to Intermediate technical knowledge in the following:**\n* Unix/Linux\n* Database MS SQL / MySQL / Oracle / PostgreSQL\n* AWS\n* Active Directory\n* Network and Web Servers\n* Sharepoint\n* Java / JavaScript / CSS / HTML\n


See more jobs at Crossover

# How do you apply?\n\n This job post is older than 30 days and the position is probably filled. Try applying to jobs posted recently instead.
Apply for this position
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