[Remote] Helpdesk Analyst (Voice & Non-Voice Support)

Note: The job is a remote job and is open to candidates in USA. UST is a mission-driven company that transforms lives through technology. They are seeking a Helpdesk Analyst to provide Level 1 technical support via voice and non-voice channels, focusing on customer interactions related to technical troubleshooting and issue resolution.

Responsibilities

• Provide Level 1 technical support via voice (calls) and non-voice (chat/email) channels
• Handle incoming customer interactions related to registration, logon issues, website/app navigation, and basic technical troubleshooting
• Support users on websites and mobile applications with a strong focus on first-call resolution
• Troubleshoot common browser and mobile app issues, including cache, cookies, and session-related problems
• Log, track, and manage incidents using standard ticketing systems, ensuring timely updates and resolution
• Deliver high-quality customer service with empathy, professionalism, and efficiency

Skills

• Excellent verbal and written communication skills for both voice and non-voice support
• Strong customer service orientation with empathetic handling of end users
• Basic Level 1 technical troubleshooting skills (web browsers, mobile apps)
• Understanding of browser functionalities such as cache, cookies, and private/incognito mode
• Proficiency in using web browsers and mobile devices (iOS/Android)
• Familiarity with MS Office Suite (Word, Excel, Outlook)
• Ability to multitask and handle multiple customer interactions efficiently
• Basic understanding of helpdesk operations and incident management processes
• Familiarity with website navigation and mobile application support
• Awareness of common end-user technical issues and troubleshooting approaches
• Understanding of IT service management concepts (ticketing, SLAs, escalation)
• 0–3 years of experience in a helpdesk, customer support, or technical support role
• Bachelor's degree or equivalent work experience preferred
• Relevant certifications (e.g., ITIL Foundation) are a plus but not mandatory
• Experience in voice and non-voice customer support environments preferred

Benefits

• 10 days of paid vacation per year
• 6 days of paid sick leave each year
• 10 paid holidays
• Paid bereavement leave
• Jury duty
• 401(k) Retirement Plan with employer matching
• Medical, dental, and vision insurance
• Basic life insurance
• Accidental death and disability insurance
• Short- and long-term disability benefits
• Additional voluntary short-term disability benefits
• Health Savings Account (HSA)
• Flexible Spending Account (FSA) for healthcare, dependent child care, and/or commuting expenses

Company Overview

Company H1B Sponsorship