Support Guru (Remote)

**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.