Torch is a passionate team of innovators, engineers, and creators dedicated to empowering individuals and businesses with cutting-edge technology solutions. Torch was born from the belief that powerful tools should be accessible, intuitive, and scalable for everyone—from startups to enterprises.
About The Role
We are seeking a dedicated and proactive Help Desk Representative to join our Customer Support team. As a key point of contact for our customers, you will assist in resolving technical issues, answering inquiries, and ensuring a seamless user experience. This is an hourly, full-time position that requires exceptional English communication skills and a passion for helping others. If you thrive in a dynamic, customer-focused environment, we'd love to hear from you!
What You'll Do
- Provide front-line support to customers via phone, email, and live chat, ensuring timely and accurate resolutions.
- Diagnose and troubleshoot hardware, software, and connectivity issues based on customer inquiries.
- Maintain detailed records of customer interactions, including issues, resolutions, and follow-ups, in the ticketing system.
- Collaborate with other departments to escalate and resolve complex technical problems.
- Educate customers on product features and best practices to enhance their user experience.
- Adhere to customer support protocols and meet established service level agreements (SLAs).
- Proactively identify recurring issues and suggest improvements to enhance products or processes.
- Stay up-to-date on company products, services, and industry trends to provide informed assistance.
Qualifications
- Proficiency in English with excellent verbal and written communication skills.
- Previous experience in a customer support or help desk role is preferred but not required.
- Strong problem-solving and critical-thinking abilities to resolve technical issues efficiently.
- Familiarity with basic computer systems, applications, and troubleshooting software/hardware issues.
- Ability to handle multiple inquiries simultaneously and work well under pressure.
- Exceptional interpersonal skills and a customer-first attitude.
- Willingness to work a flexible schedule, including evenings and weekends, as needed.
- High school diploma or equivalent; additional technical or customer service certifications are a plus.
The pay range for this role is: 22 - 26 USD per hour(Remote (United States))
