Junior Helpdesk/Admin

Job Title: Junior Helpdesk/Admin
Location: Remote
Salary Range: 1500 – 1800 USD per month
Shift Schedule: TBA

Job description
As a Junior Helpdesk/Admin, you will be responsible for providing excellent customer service by addressing inquiries and resolving issues over the phone. Proficiency in using Netsuite is essential to assist customers with software-related queries. The ideal candidate should possess strong communication skills, problem-solving abilities, and a customer-centric approach.

Key Duties and Responsibilities:

Customer Interaction:
Respond to customer inquiries and issues via incoming calls.
Provide clear and concise information regarding products, services, and technical support.
Demonstrate empathy and professionalism in every customer interaction.

Technical Assistance:

Utilize expertise in Netsuite to assist customers with software-related problems.
Guide customers through troubleshooting steps and provide solutions to technical issues.
Document and escalate complex technical issues to the appropriate teams.

Problem Resolution:
Effectively identify, troubleshoot, and resolve customer concerns.
Follow established procedures for issue resolution and escalate issues when necessary.
Ensure customer satisfaction by addressing concerns in a timely and efficient manner.

Documentation:
Accurately document customer interactions and issue resolutions in the company’s CRM system.
Create and maintain knowledge base articles to assist customers with common queries.

Product Knowledge:
Stay updated on the features and updates of Netsuite and related products.
Provide product information and training to customers as needed.

Collaboration:
Collaborate with other departments, including IT and product development, to resolve complex issues.
Share customer feedback and insights with relevant teams to improve products and services.

Desired Skills and Experience:
Strong verbal communication skills and active listening abilities.
Proficient in using Netsuite applications.
Familiarity with common customer support software and CRM systems.
Ability to troubleshoot and resolve technical issues.
Excellent problem-solving skills and attention to detail.
Ability to work independently and collaboratively in a team environment.
Flexibility to adapt to changing priorities and handle a high volume of calls.
Prior experience in customer support or a technical support role.