ABOUT THE ROLE
You will support users through chat, email, and phone, troubleshoot common technical issues, and escalate more complex problems when needed. The role is ideal for someone who enjoys problem-solving and can explain technical information clearly.
WHAT YOU WILL DO
Handle first-line technical support requests
Troubleshoot and resolve common technical issues
Escalate complex issues with clear documentation
Record solutions and update support documentation
Meet established response and resolution targets
Explain technical issues clearly to non-technical users
WHAT WE ARE LOOKING FOR
1+ year of technical support experience
Good troubleshooting and problem-solving skills
Experience with a ticketing or support system
Clear communication and customer-focused approach
Comfortable working independently in a remote environment
Reliable internet connection and suitable workspace
Legally authorized to work in the United States
NICE TO HAVE
SaaS or software support experience
Basic networking knowledge
CompTIA A+ or similar certification
COMPENSATION
$20–$27 per hour, depending on experience and qualifications.
Additional benefits and employment details will be discussed during the hiring process.
HIRING PROCESS
Application review → Initial conversation → Interview → Offer
EQUAL OPPORTUNITY
Bilgewater Group is an equal opportunity employer. We are committed to providing a workplace free from discrimination and value a diverse team with different backgrounds, experiences, and perspectives.
Location: Remote
1+ year technical support experience, troubleshooting skills, ticketing system experience, clear communication, reliable internet, legally authorized to work in the US.
Key Responsibilities
- handling support requests
- troubleshooting issues
- escalating complex problems
Skills & Tools
ticketing system
Job Details
- Category: Customer Service
- Seniority: Entry Level
- Commitment: Full Time
- Workplace: Remote — United States
- Salary: USD 41,600 – 56,160 / year
- Languages: English
About Bilgewater Group
A technology company providing technical support services. — Industry: Information Technology