Customer Support & Help Desk Coordinator

About the opportunity

We are hiring a Customer Support & Help Desk Coordinator for a US-based company that provides IT solutions to automotive dealerships. This is a fully remote, full-time role working US Eastern Time hours, supporting US customers and coordinating closely with the company's Technical Support and Software Development teams.

If you are organized, great on the phone, and the kind of person who follows up until things are actually resolved, this role is for you. Advanced IT experience is not required: you will receive full training on the company's systems and procedures.

What you will do

Customer support and help desk

• Serve as the first point of contact for incoming customer support calls across multiple clients
• Monitor support inboxes and the help desk ticketing system
• Create, categorize, assign, and manage support tickets
• Document customer issues accurately and coordinate with technicians until they are resolved
• Follow up proactively on pending or delayed requests and keep customers informed
• Verify that issues are resolved and documented before closing tickets

Basic IT support (with training)

• Create, modify, and disable email accounts, aliases, and distribution lists
• Manage user accounts, reset passwords, and help with login issues
• Install and configure printers and troubleshoot common Windows and application issues
• Escalate complex problems to the right technician
• Software development support
• Track development tasks, bugs, and user stories, and follow up with developers on open items
• Run manual QA testing on new features and fixes, and document results
• Support project coordination and documentation as needed
• Administrative support
• Provide occasional organizational support to the management team

What you bring

• Excellent spoken and written English
• Professional phone etiquette and customer communication skills
• Previous experience in customer service, customer support, or a similar role
• Experience working with US companies or supporting US customers
• Strong organization, attention to detail, and follow-up skills
• Ability to work independently and take ownership of your tasks
• Proficiency with Windows and Microsoft Office
• Familiarity with CRM or help desk ticketing systems
• Your own reliable computer, high-speed internet, dependable power, and a quiet workspace

Nice to have

• Experience supporting US automotive dealerships
• IT help desk or technical support experience
• Familiarity with Microsoft 365 or Google Workspace administration
• Experience with Zendesk, Freshdesk, Linear, Jira, or similar tools
• Manual software testing or QA experience

Schedule

• Monday to Friday, 9:00 AM to 6:00 PM ET, including a one-hour lunch break
• Saturday on-call availability, 9:00 AM to 5:00 PM ET, to answer occasional customer calls. This is not a regular staffed shift, but availability is required.

What we offer

• Full-time remote position with a US-based team
• Monthly compensation of $1,000 to $1,100 USD, referenced to the US dollar
• Paid time off and holidays
• Paid training on technical systems and industry procedures
• Long-term role with growth into IT support and project coordination

If your qualifications match, and you are interested in this opportunity, you can send your resume and brief description of your experience at: jose@xrosshire.com