Desktop Support Agent (100% Remote)

Our Customer is a technology company that connects people with the best of their neighborhoods across the US, Canada, Australia, Japan, and Germany. They enable local businesses to meet consumers’ needs of ease and convenience, and, in turn, generate new ways for people to earn, work, and live. By building the last-mile logistics infrastructure for local commerce, they’re fulfilling our mission to grow and empower local economies.

Our Customer is seeking a Desktop Support Agent on a contract basis to support their business needs. This role is 100% remote.

Responsibilities:

• Serve as a frontline support agent for merchant support operations
• Own merchant support tickets from initial triage through final resolution
• Diagnose and resolve complex technical issues using structured troubleshooting and investigation
• Analyze incomplete or conflicting information to identify root causes and validate solutions
• Handle high-impact support cases involving operational disruptions or downtime
• Communicate clearly with merchants, providing timely updates and setting appropriate expectations
• Coordinate with cross-functional teams to drive issue resolution
• Identify recurring issues and contribute to troubleshooting playbooks, knowledge base articles, and training materials
• Support expanded customer support coverage, including phone, video, and extended-hour support
• Deliver a high level of customer service while maintaining quality and accuracy

Skills and Qualifications:

• Strong technical troubleshooting and problem-solving skills
• Experience supporting customers in a high-volume, customer-facing environment
• Experience supporting complex platforms in ambiguous, high-impact environments
• Ability to investigate and resolve issues with incomplete information
• Strong ownership mindset with the ability to independently drive issues to resolution
• Excellent verbal and written communication skills
• Ability to de-escalate customer issues and manage high-pressure situations
• Strong analytical skills with the ability to identify patterns and recommend improvements
• Ability to collaborate effectively with cross-functional teams

Preferred Qualifications:

• Experience troubleshooting interconnected systems, including connectivity, configuration, or environment-specific issues
• Experience using support tools such as Intercom or similar customer support platforms
• Experience with ticket routing, triage, quality assurance, or knowledge management processes
• Experience developing training materials, troubleshooting playbooks, or onboarding documentation

We offer a competitive salary range for this position. Most candidates who join our team are hired at the median of this range, ensuring fair and equitable compensation based on experience and qualifications.

Contractor benefits are available through our 3rd Party Employer of Record (Available upon completion of the waiting period for eligible engagements)

Benefits include: Medical, Dental, Vision, 401k.

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.