帮助台支持员工
Help Desk Support Staff
这是一个远程职位。
帮助台支持人员
全职 – 远程 – 北加利福尼亚
你是否是一个注重细节的问题解决者，热衷于确保卓越的客户服务？你在快节奏的环境中是否能够表现出色？你是否是具有优秀沟通能力的团队合作者？如果是这样，我们希望你加入我们的团队！
TouchPoint Prodigy 是一家位于加州的快速发展的组织，正在寻找高度积极主动的帮助台支持人员加入我们的团队。在这个独特角色中，你将通过帮助台监督、系统测试和可访问性监督相结合的方式，在降低内容风险方面发挥关键作用。
职责：
· 主要职责：帮助台支持
- 通过帮助台工单系统响应用户咨询。
- 排查问题，诊断问题，并为各种用户问题和请求提供解决方案。
- 解决一线支持人员无法处理的复杂问题，必要时升级工单。
- 记录解决方案并维护知识库以提高未来的解决效率。
- 通过提供卓越的客户服务来培养积极的用户体验。
- 偶尔职责：
- 系统测试：在新功能或错误修复部署时，协助测试 CACWT（加州辅助与康复服务消费者网络门户）系统（根据需要）。
- 内容可访问性：协助验证添加到 CACWT 或其网站的课程内容或材料是否符合 WCAG 2.1 可访问性标准（根据需要）。这可能包括审查内容、识别潜在的可访问性问题，并将其标记以便进一步审核。
- 其他指派任务。
职位详情：
· 北加利福尼亚的兼职职位。
- 主要远程办公。员工需自行提供互联网服务和工作设备。
- 根据管理层的决定，可能需要前往办公室参加团队或特别会议。
薪资与薪酬：
· 临时全职（每周最多40小时）
- 这是一个全职临时职位，由合同雇佣（资金预计持续至2026年6月底，之后可能会续签）。
- 22美元/小时
要求
资格：
· 使用工单、监控和远程支持工具的经验（优先）
- 强大的故障排除技能
- 使用
- 希望有至少一年的技术支持岗位或相关领域的经验。
- 强大的分析和解决问题的能力，并具备研究能力
查看英文原文
This is a remote position.
Help Desk Support Staff
Full-Time – Remote – Northern California
Are you a detail-oriented problem-solver with a passion for ensuring exceptional customer service? Do you thrive in a fast-paced environment? Are you a team player with excellent communication skills? If so, we want you on our team!
TouchPoint Prodigy, a growing organization based in California, is seeking highly motivated Help Desk Support Staff to join our team. In this unique role, you'll play a pivotal role in mitigating content risk through a combination of help desk supervision, system testing, and accessibility oversight.
Responsibilities:
· Primary Focus: Help Desk Support
- Respond to user inquiries submitted through the help desk ticketing system.
- Troubleshoot issues, diagnose problems, and provide solutions for a wide range of user questions and requests.
- Resolve complex issues beyond the scope of first-line support agents, escalating tickets when necessary.
- Document solutions and maintain a knowledge base to improve future resolutions.
- Foster positive user experiences by delivering exceptional customer service.
- Occasional Responsibilities:
- System Testing:Assist in testing the CACWT (California Assistive and Rehabilitative Services Consumer Web Portal) system when new features or bug fixes are deployed (as needed).
- Content Accessibility:Assist in verifying that curriculum content or materials added to CACWT or its website adhere to WCAG 2.1 accessibility standards (as needed). This may involve reviewing content, identifying potential accessibility concerns, and flagging them for further review.
- Other duties as assigned.
Position Details:
· Part-time position located in Northern California.
- Primarily remote. Employee is responsible for providing their own internet service and comp to do their work.
- May need to visit the office for team or special meetings at the discretion of management.
Salary and Compensation:
· Temporary, Full-time (up to 40 hours a week)
- This is a Full-Time, Temporary role under Contract (funding is anticipated through the end of June 2026 and will be open for renewal).
- $22/hr
Requirements
Qualifications:
· Experience using ticketing, monitoring & remote support tools (preferred)
- Strong troubleshooting skills
- Experience using
- Minimum 1 year of experience in a technical support role or related field preferred.
- Strong analytical and problem-solving skills with the ability to research and identify solutions.
- Excellent communication and interpersonal skills, with a focus on providing clear and concise explanations to users.
- Proficient in computer software and web applications.
- Working knowledge of basic accessibility principles is a plus.
- Ability to work independently and manage multiple tasks simultaneously.
Benefits
Benefits:
· Competitive pay and vacation leave
- Dynamic and collaborative primarily remote work environment.
- Be part of a team dedicated to continuous improvement and risk mitigation.
Originally posted on Himalayas