Customer Support and IT Helpdesk Specialist (Work From Home)

Persona is the company top startups use to hire people from all around the world. Our vision is a future where each person can find the best role for them and companies can discover the world's best talent. Founded by two Stanford University graduates, Persona works with the world's fastest-growing technology startups. Our clients are funded by some of the world's top investors, like Founders Fund, Sequoia Capital, and Andreessen Horowitz.

Persona is a talent agency that recruits, trains, and staffs talented remote professionals such as yourself. This is an opportunity to work closely with the future Googles, Facebooks, and Amazons of the worldbuilding out their organizations and helping them reach the next level of success.

We support everyone we hire with training, mentoring, and technology resources so they are enabled to do their best and are as happy as possible in their roles. We have a large international team dedicated to supporting and taking care of new Persona team members, and our goal is to provide excellent long-term career opportunities for everyone who joins the team.

Who's building Persona

We are a global team of passionate problem solvers who love to build new things and make our customers happy. Our team is made up of motivated, hard-working people spanning the globe, united by a culture of learning and continuous improvement.

What we're looking for:

We're looking for a talented Customer Support and IT Helpdesk Specialist to support internal operations. This role involves interacting with employees by addressing technical and procedural inquiries, providing high-level support in utilizing internal systems, software, computers and processes. The ideal candidate will be an excellent communicator who's able to earn employees trust, be familiar with help desk/ticketing software, and be comfortable working with computers and software.

Responsibilitieswhat you'll do:

• Respond to employee queries in a timely and accurate way, primarily via email and chat
• Identify employee needs and help employees use specific features and resolve troubleshooting issues
• Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
• Update internal databases with information about technical issues and useful discussions with employees
• Share feature requests and effective workarounds with team members
• Inform employees about new features and functionalities
• Follow up with employees to ensure their technical issues are resolved
• Gather employee feedback and share with operations team
• Assist in training junior Customer Support Representatives

Qualifications:

Must have:

• Experience as a Customer Support specialist, IT or similar role
• Proficiency with both Windows and MacOS operating systems
• Familiarity with general IT administration
• Proficiency and comfort with computers and technical software systems
• Experience using help desk software and remote work tools
• Excellent communication and problem-solving skills
• Patience when handling tough cases
• Fully fluent in English
• Ability to commit long-term and full-time
• This position is for serious, career-oriented candidates

Nice to have:

• Familiarity with Office365 and Google Suite/Workspace
• Familiarity with Netsuite, ERP, project management and/or accounting software
• Experience with user acceptance testing

What we offer:

• Best salaries in the industry
• Permanent ability to work from anywhere in the world
• Opportunities for growth and advancement
• A fast-paced and collaborative environment
• Warm and friendly company culture
• Full benefits

Benefits at Persona:

• Health insurance
• Unlimited paid time off (paid sick and vacation leaves)
• Annual bonuses based on performance
• Monthly tech allowance
• Opportunity to be paid in your currency of choice
• Others depending on seniority

This is a full-time and long-term role, dedicated exclusively to serving one of our clients. We are looking for individuals who are ready to fully commit their time and energy to one company and grow and develop along with that company. All roles at Persona are 100% work-from-anywhere (work from home or wherever it suits you best). If this is your first time working for a U.S. company, that's okay; we provide guidance and assistance getting set up as a remote professional. Once hired, we will carefully match you to a client company of ours that perfectly suits your career background, skills, and goals.

In case you or any exceptional people you know are exploring other roles, our rapidly growing company is also looking for new team members with backgrounds in administration, bookkeeping, accounting, finance, project management, operations, recruiting, human resources, content writing, social media management, research, executive assistance, customer service, customer support, technical support, data management, video editing, sales, account management, marketing, and design.

Visit our website for more information: https://www.personatalent.com/