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 world—building 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.Responsibilities—what you'll do:Respond to employee queries in a timely and accurate way, primarily via email and chatIdentify employee needs and help employees use specific features and resolve troubleshooting issuesAnalyze 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 employeesShare feature requests and effective workarounds with team membersInform employees about new features and functionalitiesFollow up with employees to ensure their technical issues are resolvedGather employee feedback and share with operations teamAssist in training junior Customer Support RepresentativesQualifications:Must have:Experience as a Customer Support specialist, IT or similar roleProficiency with both Windows and MacOS operating systemsFamiliarity with general IT administrationProficiency and comfort with computers and technical software systemsExperience using help desk software and remote work toolsExcellent communication and problem-solving skillsPatience when handling tough casesFully fluent in EnglishAbility to commit long-term and full-timeThis position is for serious, career-oriented candidatesNice to have:Familiarity with Office365 and Google Suite/WorkspaceFamiliarity with Netsuite, ERP, project management and/or accounting softwareExperience with user acceptance testingWhat we offer:Best salaries in the industryPermanent ability to work from anywhere in the worldOpportunities for growth and advancementA fast-paced and collaborative environmentWarm and friendly company cultureFull benefitsBenefits at Persona:Health insuranceUnlimited paid time off (paid sick and vacation leaves)Annual bonuses based on performanceMonthly tech allowanceOpportunity to be paid in your currency of choiceOthers depending on seniorityThis 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/