BPO - Technical Support

About the role

We are hiring a fluent English speaker to deliver friendly, fast, and accurate help desk support. You will resolve technical issues, guide users step by step, and keep tickets moving until closure. This is a fully remote role aligned to Eastern Time, with occasional weekend coverage.

Key responsibilities

• Provide Tier 1 and Tier 2 support via chat, email, and phone

• Triage, document, and resolve tickets within SLA using our ITSM tool

• Troubleshoot Windows and macOS, user accounts, MFA, VPN, printers, and basic network issues

• Support SaaS apps, O365 or Google Workspace, and common productivity tools

• Perform user onboarding and offboarding, account provisioning, permissions, and device setup

• Use remote access tools to diagnose and fix issues

• Escalate clearly with replicable steps and logs when needed

• Maintain accurate notes, knowledge base articles, and status updates

• Monitor alerts and follow runbooks to reduce downtime

• Contribute to process improvements and customer satisfaction

Required qualifications

• Excellent spoken and written English with clear, patient communication

• 1 to 3 years in help desk or technical support

• Hands on experience with ticketing systems and remote support tools

• Strong troubleshooting for Windows, macOS, and common SaaS apps

• Understanding of networking basics DNS, DHCP, TCP IP, Wi Fi, VPN

• Familiarity with identity and access management, MFA, and security best practices

• Organized, accountable, and calm under pressure

Nice to have

• CompTIA A plus, Network plus, or similar

• Experience with POS, VoIP, MDM, or scripting basics PowerShell or Bash

• Prior work in distributed or MSP environments

Schedule and location

• Location Remote

• Hours Core coverage in Eastern Time

• Occasional weekend rotation with weekday time off provided

Equipment and environment

• Reliable high speed internet and a quiet workspace

Compensation and benefits

• Competitive salary based on experience

• Paid time off and public holidays aligned to primary region

• Professional development support and certification reimbursement

How to apply

Send your resume and a short note on a tricky issue you solved, including your approach and outcome. Include your Eastern Time availability and earliest start date.

Job Type: Full-time

Pay: Rs25,000.00 - Rs50,000.00 per month

Work Location: Remote