We are looking for a highly capable and tech-savvy Technical Support VA to join the team. The ideal candidate will provide first-line support to the client's team members, troubleshoot technical issues, and assist with the onboarding of new hires. This role requires a quick learner with a keen eye for detail and strong communication skills to ensure a smooth and supportive experience for all users.
Responsibilities:
Technical Support & Troubleshooting:
- Provide help desk support for various systems, assisting users with login issues, system access, and general troubleshooting.
- Submit and track support tickets with external providers, such as the client's phone system vendor, ensuring timely resolution.
- Test and verify new users' internet speeds and other technical requirements, ensuring they meet the client's operational standards.
- Serve as the go-to resource for resolving day-to-day technical challenges.
System Learning & Implementation:
- Quickly learn and master multiple technology platforms, including Google Business Suite, Threads Culture (performance review platform), Oracle-based database, and GetGuru knowledge database.
- Support the transition to new systems, such as the client's upcoming EHR and phone system, ensuring a smooth onboarding process for all users.
- Provide training and support to team members as they navigate these systems, ensuring they are comfortable and confident in their usage.
Attention to Detail & Process Management:
- Accurately manage user accounts across multiple systems, ensuring proper onboarding and secure removal of terminated employees.
- Monitor and maintain system integrity, following detailed processes involving multiple platforms.
- Regularly update and maintain documentation to reflect changes in system processes and procedures.
User Interaction & Communication:
- Serve as the first point of contact for new hires during onboarding, providing a positive and supportive experience.
- Communicate effectively with team members, both in writing and on virtual calls, to troubleshoot issues and provide clear, understandable instructions.
- Foster a friendly and approachable demeanor when interacting with all users, ensuring they feel supported and valued.
- Willing to work in the graveyard shift.
- Previous experience in a help desk or IT support role is preferred but not required.
- Familiarity with Google Business Suite, Oracle databases, or EHR systems is a plus but not mandatory, as training will be provided.
- Strong technical aptitude with the ability to troubleshoot and resolve a wide range of technical issues.
- Quick learner with the capacity to understand and master new software systems rapidly.
- Keen attention to detail, ensuring accurate and efficient handling of processes involving multiple systems.
- Excellent interpersonal and communication skills, with the ability to provide clear and friendly support to all users.
- HMO
- Group Life Insurance Benefit
- Virtual Credit Card
- Paid Leaves
- Government Benefits
- Other exciting benefits to be discussed
Supplemental pay types:
- 13th month salary
- Overtime pay
- Night Differential