Support Specialist (Frontline Technical & Administrative Support)
Job Description
𝐓𝐢𝐦𝐢𝐧𝐠𝐬 : 8:00 am – 5:00 pm (Eastern Time)
𝐋𝐨𝐜𝐚𝐭𝐢𝐨𝐧 : Remote
𝐒𝐚𝐥𝐚𝐫𝐲 : 170,000
𝐊𝐞𝐲 𝐑𝐞𝐬𝐩𝐨𝐧𝐬𝐢𝐛𝐢𝐥𝐢𝐭𝐢𝐞𝐬 :
1) 𝐅𝐫𝐨𝐧𝐭𝐥𝐢𝐧𝐞 𝐂𝐨𝐦𝐦𝐮𝐧𝐢𝐜𝐚𝐭𝐢𝐨𝐧 & 𝐂𝐚𝐥𝐥 𝐇𝐚𝐧𝐝𝐥𝐢𝐧𝐠 :
• Answer inbound phone calls during scheduled business hours (8:00 am – 5:00 pm Eastern).
• Take accurate messages, gather required details, and create support tickets in the appropriate system.
• Route issues to the correct technicians or departments based on defined procedures.
• Provide prompt, clear, and professional communication to clients at all times.
• Ensure all incoming support requests are acknowledged and addressed within expected response timeframes.
2) 𝐒𝐲𝐬𝐭𝐞𝐦 𝐒𝐮𝐩𝐩𝐨𝐫𝐭 & 𝐀𝐝𝐦𝐢𝐧𝐢𝐬𝐭𝐫𝐚𝐭𝐢𝐯𝐞 𝐓𝐚𝐬𝐤𝐬 :
Perform basic GUI-based system updates such as :
• Username modifications
• Extension updates
• Simple configuration changes
• Monitor designated inboxes (including JP’s inbox) for support-related emails.
• Move, categorize, and log emails into the proper support channels and ticketing workflows.
3) 𝐃𝐨𝐜𝐮𝐦𝐞𝐧𝐭𝐚𝐭𝐢𝐨𝐧, 𝐄𝐬𝐜𝐚𝐥𝐚𝐭𝐢𝐨𝐧 & 𝐂𝐨𝐦𝐩𝐥𝐢𝐚𝐧𝐜𝐞 :
• Accurately document all calls, emails, updates, and actions within the Client’s systems.
• Maintain complete and organized records of support interactions.
• Immediately escalate Tier 2 or Tier 3 technical issues in accordance with escalation protocols.
• Learn and consistently follow Point VoIP processes, terminology, and customer workflows.
• Work within the Client’s secure virtual desktop and VoIP environment.
• Adhere strictly to confidentiality, data protection, and operational compliance requirements.
𝐑𝐞𝐪𝐮𝐢𝐫𝐞𝐦𝐞𝐧𝐭𝐬 :
• Strong verbal and written English communication skills.
• Professional phone etiquette and client-facing communication ability.
• Experience in customer support, help desk, administrative support, or call handling roles.
• Ability to follow structured workflows, SOPs, and escalation procedures.
• Strong attention to detail and accurate documentation skills.
• Basic computer proficiency and comfort working with GUI-based systems, inbox management, and ticketing tools.
• Ability to work full-time in the Eastern Time Zone schedule.
𝐏𝐫𝐞𝐟𝐞𝐫𝐫𝐞𝐝 𝐐𝐮𝐚𝐥𝐢𝐟𝐢𝐜𝐚𝐭𝐢𝐨𝐧𝐬 :
• Experience in VoIP, telecom, or technical support environments.
• Familiarity with help desk or ticketing systems.
• Prior experience supporting U.S.-based clients.
𝐀𝐩𝐩𝐥𝐲 : hr@ustaff360.com