Helpdesk/Web Support Specialist

Overview

Remote
$15 - $18
Contract - Independent
No Travel Required

Skills

Help Desk
English
IT Infrastructure
LATAM
Microsoft Windows
Network
Organizational Skills
Performance Metrics
Preventive Maintenance
Problem Solving
Service Desk
ServiceNow
Spanish
Technical Support
Test Equipment
Web Browsers
Workflow

Job Details

LATAM Candidates
Job Title: Helpdesk/Web Support Specialist
Openings: 2-3
Time Zone: 9 AM - 6 PM PST
Location: Remote - LATAM

Responsibilities
  • Provide primary technical support for external and internal customers via calls, emails, and tickets.
  • Assist with troubleshooting and resolving technical issues related to web-based portals (MyHome, TPO, PCG).
  • Act as the first point of contact for IT support requests, escalating issues as needed.
  • Support account management, website maintenance, data tools, and project-related tasks.
  • Prepare, install, and test equipment for new hires.
  • Resolve IT issues, including hardware/software conflicts, network connectivity, and security concerns.
  • Document incidents, troubleshooting steps, and resolutions in the ServiceNow ticketing system.
  • Create and update knowledge base articles with step-by-step guides.
  • Prioritize and escalate tickets based on business impact and company guidelines.
  • Provide exceptional customer service through effective communication and troubleshooting.
  • Maintain strong relationships with customers, coworkers, and stakeholders.
  • Serve as the IT Gatekeeper, ensuring efficient collaboration with the IT Infrastructure team.
  • Set client expectations, manage service requests, and ensure timely resolutions in line with SLAs.
  • Participate in occasional on-call support rotations.
  • Uphold company values and contribute to a positive team culture.
  • Meet and maintain Help/Service Desk performance metrics.
  • Assist Level III support and management with workflow direction and process improvements.
Required Skills & Abilities
  • Bilingual (Spanish & English) Strong verbal and written communication skills.
  • Ability to explain technical concepts to non-technical users with patience and clarity.
  • Experience navigating web browsers and Windows environments.
  • Hands-on experience with ServiceNow or similar ticketing systems.
  • Previous call center and helpdesk experience.
  • Strong problem-solving, multitasking, and organizational skills.

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