Support Guru (Remote)

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**Job Title:** Support Guru (Entry-Level Remote IT Support Technician)

**Company:** FlossTech Solutions LLC

**Location:** Remote

**Job Type:** Contractual

**Job Description:**

As an Entry-Level Remote IT Support Technician, you will be the first point of contact for our employees and customers encountering IT issues. This role requires a highly motivated individual with a strong desire to learn and grow in the field of IT. The position is entirely remote, and thus the successful candidate must be highly disciplined, self-directed, and committed to providing excellent customer service.

**Responsibilities:**

1. Provide first-level contact and convey resolutions to customer issues
2. Properly escalate unresolved queries to the next level of support
3. Track, route, and redirect problems to correct resources
4. Walk customers through problem-solving process
5. Follow up with customers, provide feedback, and see problems through to resolution
6. Utilize excellent customer service skills and exceed customers’ expectations
7. Ensure proper recording, documentation, and closure
8. Recommend procedure modifications or improvements
9. Preserve and grow your knowledge of help desk procedures, products, and services

**Qualifications:**

1. Proven working experience in providing help desk support
2. Proficiency in English
3. Working knowledge of help desk software, databases, and remote control
4. Strong client-facing and communication skills
5. Advanced troubleshooting and multi-tasking skills
6. Customer service orientation
7. Familiarity with Windows/Mac operating systems and various software applications


**Preferred Skills:**

1. Certifications like A+, Network+, Security+, or ITIL are a plus
2. Previous experience in a remote support role
3. Knowledge of cloud services like Microsoft SharePoint, Microsoft Suite, Google Drive, Google Workspace.


FlossTech Solutions LLC is an Equal Opportunity Employer. We encourage all qualified candidates to apply, and we do not discriminate based on race, color, gender, national origin, age, religion, disability, or sexual orientation.

To apply, please submit your resume and a brief cover letter explaining why you're a good fit for this role.


Remote

Skills:
Cloud Computing, Communication Skills, CompTIA A+, CompTIA Network+, CompTIA Security+, Customer Relations, Customer Support/Service, Documentation, English Language, Help Desk, Help Desk Software, ITIL (IT Infrastructure Library), Identify Issues, Mac Operating System, Microsoft Product Family, Microsoft Windows Operating System, Multitasking, Problem Solving Skills, Procedure Development, Resolve Customer Issues, SharePoint Services, Technical Support


FlossTech Solutions



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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...