Remote Help Desk Support at Upwork

Company Overview:
Upwork is a leading platform in the remote work industry, connecting businesses with talented professionals worldwide. Our company fully embraces remote work culture, allowing employees to work from anywhere in the USA. At Upwork, we value diversity, inclusivity, and innovation, fostering a collaborative environment across distributed teams.

Position Summary:
As a Remote Help Desk Support at Upwork, you will play a crucial role in providing exceptional customer service to our clients. Your primary responsibility will be to troubleshoot technical issues, offer solutions, and ensure customer satisfaction through effective communication channels.

Key Responsibilities:
- Respond to customer inquiries and provide technical support via email, chat, or phone.
- Diagnose and resolve software, hardware, and network issues.
- Escalate complex problems to the appropriate teams for further investigation.
- Document troubleshooting steps and resolutions in our system.
- Collaborate with cross-functional teams to improve customer support processes.

Required Qualifications:
- Proven experience in a help desk or customer support role.
- Excellent communication skills and customer-oriented approach.
- Strong problem-solving abilities and attention to detail.
- Proficiency in using help desk software and remote support tools.
- Ability to work independently and efficiently in a remote setting.
- Reliable high-speed internet connection and a dedicated home office setup.

Technical Requirements:
- Minimum internet speed of 25 Mbps for download and 10 Mbps for upload.
- Proficient in using video conferencing tools for virtual meetings.
- Comfortable working in a specific time zone to align with team schedules.

Desired Skills:
- Familiarity with CRM systems and ticketing platforms.
- Experience in troubleshooting software applications and IT infrastructure.
- Ability to adapt to changing priorities in a fast-paced environment.
- Strong teamwork and collaboration skills for remote interactions.

Compensation & Benefits:
We offer a competitive annual salary range of $45,000 - $55,000 for this remote position. In addition, Upwork provides a home office stipend or equipment to support your remote work setup. Employees enjoy flexible working hours, virtual onboarding, and access to remote team collaboration tools. We also organize virtual team building activities and occasional team meetups for networking opportunities.

How to Apply:
To apply for the Remote Help Desk Support position at Upwork, please submit your resume and a cover letter highlighting your relevant experience and remote work capabilities. Our hiring team will review your application and reach out to schedule virtual interviews. Thank you for considering a career with Upwork in the remote work landscape.