Hire the best Helpdesk specialists

Check out Helpdesk specialists with the skills you need for your next job.
Clients rate Helpdesk specialists
Rating is 4.6 out of 5.
4.6/5
based on 678 client reviews
  • $70 hourly
    Experienced Senior Technical Consultant with a dedicated commitment to building lasting partnerships with organizations. Offering over a decade of expertise in technical support, operations, and project management. Skilled in effectively addressing various technical challenges, streamlining processes, and implementing customized solutions. Experienced in migrations, collaborative tools, and user training. Noted for adept stakeholder engagement, impactful problem-solving, and consistent success in delivering projects within set budgets and timelines. Important points: - Over a decade of IT experience as a Senior Technical Consultant - Specialization in IT infrastructure and system optimization - Proficiency in using statistical analysis to enhance systems and operations - Strong communication skills for effective stakeholder engagement - Proven track record in resolving business challenges and seizing development opportunities - Expertise in helpdesk administration, providing strategic technical guidance, and conducting customer needs assessments - Skilled in network configuration and risk management - Consistent success in optimizing systems, meeting KPIs, and managing project execution - Extensive experience in IT consulting and outsourcing - Trusted catalyst for positive organizational change and excellence.
    vsuc_fltilesrefresh_TrophyIcon Helpdesk
    Network Administration
    System Administration
    Computer Network
    Customer Service
    Troubleshooting
    Tech & IT
    Technical Support
    Online Chat Support
    Email Support
  • $25 hourly
    I am working as a ConnectWise Automate (Labtech) Administrator. I have been worked with Managed Service Provider over 4 years and familiar with MSPs process and products for MSP. I have worked with more than 15 MSPs and helped them in streamlining their ConnectWise Automate (LabTech) to make it more stable and profitable. I have developed lots of Script, Monitor sets for Connectwise Automate to automate day to day tasks.. . I am worked in following: 1. ConnectWise Automate Administrator:-  Setup for Startup MSPs  Alerting and automation  Customized Monitoring : Monitor creations as per requirements for different issues.  Automate/LabTech Scripting : Advance Level Scripting for automating.  Automate/LabTech Patching : Patching setup via Automate. I always make sure that machines are getting patched by schedule, Patches are getting approved or deny according to policies. I always keep my eyes on faulty patches and then deny them immediately to avoid any issue on machines.  Automate/LabTech Reports : Creating report and modifications  Migrations : Automate/LabTech, Control/ScreenConnect , Antivirus, Backup Migrations.  Plugin Integrations : Integrate Automate/LabTech with various available plugins. Connectwise Manage Integration.  Antivirus Management, Integrations (webroot, Sophos, Symantec, ESET , Trend Mirco) and custom infection definitions  Virtualization Manager arrangement  Backup Integration and Monitoring (Acronis, Datto, Symantec and Veeam and so on)  Customized alerting  User permissions and groups permission , security  Windows Server 2008/R2,2012,2016 2. ConnectWise Control Administrator: -  Setup for Startup MSPs  Machine access permission according to users and groups.  Control Portal Branding, Set your company logo on Screenconnect, give service name  Install SSL and Redirect http to https  Upgradation and migrations. 3. Desktop Support: -  Desktop Support  Assist staff with installation, configuration and ongoing usability of desktops, laptops, peripheral equipment and software complying with given standards and guidelines.  Participate in varied computer platforms in multi-layered client server environment.  Train and guide staff hardware and software usage.  Participate in important technological department projects and perform problem diagnosis of network and desktop environment under IT Management direction.  Update and maintain computer inventory and surplus equipment.  Ensure desktop computers interconnect seamlessly with diverse systems.  Maintain passwords, data integrity and file system security for computing environment.  Interact with vendor support contacts to resolve technical problems with desktop computing equipment and software.  Recommend and implement upgrades on systems to ensure longevity.  Identify and repair hardware and network connectivity issues.  Assist in technical upgrading and maintaining of entire desktop systems.  Support in testing and deployment of new applications and systems. I have worked with following projects: - 1. Continuum to Automate migrations 2. Windows 7 to windows 10 migrations 3. Symantec to Webroot migrations, 4. Sentinel migrations If I got a chance to work with you and your team, I'd be managing your infrastructure 24 hours. Thank you,
    vsuc_fltilesrefresh_TrophyIcon Helpdesk
    Microsoft Hyper-V Server
    Hardware Troubleshooting
    Automated Monitoring
    Backup Administration
    ConnectWise Automate
    System Administration
    Microsoft Active Directory
    Microsoft Windows PowerShell
    DHCP
    System Monitoring
    Microsoft Azure
    Windows Server
  • $35 hourly
    "Teamwork is the ability to work together towards a common vision. It is the fuel that allows common people to attain uncommon results." - Andrew Carnegie Hello there! My name is Erick. I am a passionate IT professional with more than 12 years of experience in providing customer and technical support to different Fortune 500 US-based companies. These companies include (Dell Computers, Coca-Cola IT Helpdesk, Sport Clips- Salon Ultimate and a few MSP companies). I've worked as a Senior Remote Desktop/Network Engineer for several MSP companies based in the US, Canada and Australia. Qualification Highlights: Datto Certified Practitioner in RMM Datto Certified Practitioner in Autotask PSA Datto Certified Deployment Specialist in Continuity Datto Certified Deployment Specialist in RMM Datto Certified Practitioner in Networking ConnectWise Manage 101 User Connectwise Automate 101 User Connectwise Control 101 User IT Glue Certified Professional: User Level 1 Threatlocker Ringfencing CyberHero CompTIA A+ ITIL V3 Certified Lean Six Sigma Yellow Belt Since I started working as an IT professional, I have gained IT knowledge in: Ticketing system: - Datto AutoTask PSA - Halo PSA - Connectwise Manage - Syncro MSP - Atera MSP - Jira - RepairShopR - Freshdesk - Zoho Desk - Zendesk - ServiceNow - Siebel / Dellserv RMM: - Syncro MSP - Atera MSP - NinjaOne RMM - Datto RMM - Connectwise Screenconnect - Solarwinds RMM - LogMeIn Central Remote Control software: - Splashtop - LogMeIn - Anydesk - GoToAssist - BOMGAR - TeamViewer - Solarwinds N-Able MSP Anywhere KB Management System: - IT Glue - Hudu - Service Now KB - Jira Confluence - Atera KB - Syncro KB Phone System: 3DUC 3CX SASBOSS ACCESS4 Password Manager: Password Boss Bitwarden NordPass Keeper Bitwarden Lastpass 1Password MDM: O365 Admin Microsoft Azure AD Microsoft Entra Microsoft Intune Windows 365 CIPP Email Data Backup: Dropsuite Datto Backupify Acronis Cyber Protect Clous Backup N-AbleCive Data Protection Veeam Backup for O365 Avanan Email Security Service: Cofence Mail Protector Proofpoint GraphUs Ironscales Cydef Mailguard MDR/EDR/XDR platform: Todyl EDR Datto EDR Rocket Cyber SAAS alerts Huntress Augmentt Cloud Controlled Networking: Cisco Meraki Microsoft Intune Privatise VPN Tailscale Backup Solutions: - Acronis Cloud Backup - Veeam - FABS Backup - N-Able Backup Console - Carbonite - Box / Dropbox - OneDrive - Shadow Protect - Nakivo Backup AV, Firewall, and anti-spam: -Threatlocker - Autoelevate - Sonicwall - Fortinet - ESET - Sophos - Malwarebytes - Todyl - Webroot - Sentinel One - Galactic Scan File-Sharing: - One Drive - Dropbox - Sharepoint - Google Drive / Drive Filestream Database Servers: - Microsoft SQL Server 2019 - Microsoft SQL Server 2008 My troubleshooting skills are but are not limited to: - Windows / Mac basic and advanced troubleshooting - Gsuite administration / Migration - Zoom administration / Migration - O365 administration / Migration - Microsoft Entra administration - Windows 365 Administration - Microsoft Intune Management - VM administration - Online/Cloud Backup Management (Acronis) - Image Backup (Veaam) - Synology NAS backups administration - QNAP NAS backups administration - Unifi/Ubiquiti device administration - Active Directory Management - Server Administration - Patch Management - Virus monitoring and removal - Advanced Windows and Mac Hardware troubleshooting and maintenance - Multi-function Printer setup and troubleshooting - Software installation and compatibility troubleshooting - File or folder permission management - Basic Network Troubleshooting - Firewall /Router Setup - Port forwarding, Wireless configuration, MAC filtering, Firewall - Password Manager administration - MFA administration
    vsuc_fltilesrefresh_TrophyIcon Helpdesk
    Server Administration
    Managed Services
    Network Engineering
    macOS
    System Administration
    IT Management
    Mac OS X Administration
    Remote IT Management
    IT Support
    Customer Support
    Desktop Support
    Technical Support
    Phone Support
    Email Support
  • $20 hourly
    I'm a senior customer service professional, with more than 12 years of working experience as a customer and technical support supervisor and manager. I am dependable and detail-oriented, I excel at completing projects within time and budget constraints. I am a highly motivated, confident and dedicated individual. ✅ Bilingual English and Arabic. ✅ 9 years of proven experience. ✅ 100% commitment to deadlines. ✅ Using most of the known software in the field, such as Intercom and zendesk. ✅ Communication on the go. ✅ Experience with urgent jobs. ✅ Willingness to sign NDAs. I'm Specialize at: ✓ Zendesk ✓ Intercom ✓ Zopim ✓ LiveChat ✓ Stripe ✓ Payrix ✓ Nuclino ✓ Slack ✓ Google business tools.
    vsuc_fltilesrefresh_TrophyIcon Helpdesk
    Stripe
    Slack
    Intercom
    Product Knowledge
    Customer Service
    Customer Support
    Email Communication
    Online Chat Support
    English
    Phone Support
  • $14 hourly
    With my 9 years of experience in the field of Freelancing, equipped with excellent skills in Customer Service, Product Outsourcing, Social Media Marketing, Email Handling, Purchasing, Selling, Order Fulfillment, Product Research, Lead Generation, Data Entry, and other Administrative tasks, hence, I know that I can provide quality services to the client. Had experience in using Freshdesk, Shopify, Mailchimp, QuickBase, Amazon Seller Central, eBay, Zendesk, Magento, Alibaba, madeinchina.com, Asana, Oberlo, Reamaze, Helpscout, Dropified, Aliexpress, Etsy, Dropbox, Front App, CommerceHQ, Trello, Google Docs, Sellbright, Freshworks, Channel Advisor, Walmart, Suredone, tawk.to, and Woocommerce.
    vsuc_fltilesrefresh_TrophyIcon Helpdesk
    Administrative Support
    Order Fulfillment
    Administrate
    Order Processing
    Social Media Website
    Customer Service
    Lead Generation
    Data Entry
  • $12 hourly
    To be of significant contribution to an organization’s vision and mission through my experience, hard work and dedication.
    vsuc_fltilesrefresh_TrophyIcon Helpdesk
    Quality Assurance
    Training
    Search Engine Optimization
    Technical Support
    Administrative Support
    SaaS
    Customer Service
    Web Hosting
    Project Management
    Online Chat Support
    Email Support
    Phone Support
  • $25 hourly
    Aim for Perfection. My goal is to help e-commerce brands to increase their revenue by retaining customers through providing excellent customer service/support. I can work independently and with minimal supervision. Here are the following tasks that I can handle and manage with: ✅Email Customer Support ✅Email Management ✅Help Desk/Ticket Support ✅E-commerce Customer Service ✅Live Chat Support ✅Shopify Support ✅Online Community Moderation ✅Amazon Customer Service ✅eBay Customer Service and Listings ✅Virtual Assistance I work with the following software and tools: 👍 Filevine Law Case Software, Tettra, Zendesk, Shopify, Gorgias, Intercom 👍 Intercom, Trello, Freshdesk, Stripe 👍 Shipfusion, Stripe, Asana, Zoho, Aliexpress, ShipStation, ShippingEasy 👍 MS Office - Excel, Word, Powerpoint 👍 GSuite - Docs, Sheets, Slides, Forms 👍 Instagram, Whatsapp, Facebook Management 👍 Live Chat, WhatsApp, Printful, Gmail, Front 👍 3PL, MachShip, Optima WS 👍 Recharge, Fulfil
    vsuc_fltilesrefresh_TrophyIcon Helpdesk
    Technical Support
    Gorgias
    Customer Service
    Customer Support
    Third-Party Logistics
    Intercom
    HTML
    Online Chat Support
    Email Support
    Social Media Management
    Zendesk
  • $45 hourly
    I am a seasoned and results-driven Microsoft 365 Admin, dedicated to optimizing your Microsoft 365 experience, with a particular focus on the intricacies of Exchange Online. I take pride in my ability to enhance digital workspaces, ensuring efficient communication and collaboration for businesses like yours. 🔧 Why Entrust Your Microsoft 365 Journey to Me? ✅ Exchange Online Expertise: My specialization lies in the dynamic realm of Exchange Online. From orchestrating seamless mailbox configurations to guaranteeing the smooth flow of emails, I possess a deep understanding of Exchange Online's architecture and capabilities. ✅ Comprehensive Microsoft 365 Mastery: As an Admin 365, my proficiency extends beyond Exchange Online. I am adept at harnessing the full spectrum of Microsoft 365 tools, creating an integrated environment that fosters productivity and operational excellence. ✅ Proactive Problem Resolution: Anticipating challenges and preemptively addressing them is my forte. By taking a proactive approach, I ensure that potential issues are identified and resolved before they impact your digital workspace. 🚀 What Distinguishes My Services: 📈 Optimized Email Infrastructure: Elevate your communication game by allowing me to fine-tune your Exchange Online setup. From configuring mailboxes to implementing advanced features, I'll optimize your email infrastructure for maximum efficiency and reliability. 🌐 Seamless Collaboration Solutions: Unleash the true potential of teamwork with my expertise in configuring Microsoft 365 collaboration tools. Whether it's Ondrive for document management or Teams for virtual meetings, I tailor solutions that promote seamless collaboration within your organization. 🔐 Security-Driven Approach: Your data's security is non-negotiable. I implement robust security measures, ensuring that your sensitive information is shielded from potential threats. Rest easy, knowing your digital assets are in safe hands. 💬 Let's Embark on This Digital Transformation Journey! Ready to revolutionize your Microsoft 365 experience? I'm eager to discuss how my skills can be tailored to meet the unique needs of your organization. Drop me a message, and let's commence this transformative journey toward a more efficient, secure, and collaborative digital workspace.
    vsuc_fltilesrefresh_TrophyIcon Helpdesk
    Cloud Migration
    VMware Administration
    Ticketing System
    Microsoft Outlook
    Technical Support
    Domain Migration
    Microsoft Exchange Online
    Security Management
    Windows Server
  • $65 hourly
    I'm a Microsoft certified professional with 20+ years of experience working with for-profit and non-profit businesses and their unique technologies. I have a willingness to learn new technology and enjoy helping others to succeed. Strengths include: • HIPAA, CARF, PCI-DSS and other various regulations • Point-of-Sale (Hardware and Software) • Document Management (Hardware and Software) • Customer Relationship Management (CRM) • Medical/Practice Management (Software) • Hardware/Software Troubleshooting and Support (Helpdesk) • Small Business technology audit and assessment • Basic Data Entry (approximately 65-75wpm) • Product Testing (physical or digital) • SharePoint 2013, O365 Management and "basic" design • Microsoft Server 2008 / 2012 (Management and Automation) ** Remote service and support available utilizing Splashtop for secured remote access. *** If necessary, VPN access is an option for short or long-term support and maintenance. Additional experience: • Mobile App testing • Professional product review and feedback • Small business technology consultation
    vsuc_fltilesrefresh_TrophyIcon Helpdesk
    English
    Technical Support
    Business with 1-9 Employees
    Incident Management
    Troubleshooting
    Automation
    Scripting
    Microsoft SharePoint Administration
    Point of Sale & Payment Systems
    Electronic Medical Record
    Hardware Troubleshooting
    Microsoft Office
  • $16 hourly
    Good day So to provide my detailed background: -Previous Account Manager of MyGeekCrew. -Previous Sub-Supervisor under Norton Virus Removal Team. -Previous Supervisor and Manager of Saas Service FlowTrack.co -Previous CEO of MyGeekTeamsWork mygeekteamswork.com with 3CX VOIP setup and Computer Repair Services -Previously Supervising for SaaS Service and Technical Support Specialist as Senior Engineer at Cyberco.com -Currently Working and monitoring for Managed Service Provider at Far Out Solutions -Comfortable with Call, Chat, and Email Support regards to Customer or Technical Support Representative line of work including sales and experience with different scenarios. -My Technical background is broad and quite flexible in terms of the never-ending evolution of technology for support tools, RMM and Ticketing Systems, Office 365, AD, DC, AAD, Networks like Omada, Meraki, Ubiquiti, Unify including Datto Networks, Security like Trend Micro, Webroot, Vade Security, DUO Authentication and a lot more. -Website Development/Creation/Design -Scope of work focuses on IT related I can assure a higher rate of resolution. -In terms of the given tools provided for being tech-savvy, I can guarantee you got the experts. -In terms of remote access with a customer's device, it is basic stuff for me. -I am not just technical support but also great when it comes to sales - I am also knowledgeable about Windows issues like OS, Drivers, and other software issues. -Hand-to-hand troubleshooting in terms of hardware devices like modems, printers, etc. -I’ve been under Norton for two years being a Technical Support over the phone; after that, I continued going freelance under many platforms. Some of my friends recommended Upwork because it provides a long duration of contracts. I hope you will consider me as part of your company. -I got a lot of experience already being an Account Manager, Supervisor, Technical Support, and Customer Support and Services I can make sure that we can grow together. I also have a free trick under my sleeves. Just let me know the time for a call interview Thank you, Talk to you later
    vsuc_fltilesrefresh_TrophyIcon Helpdesk
    Symantec Norton AntiVirus
    Virus Removal
    Symantec Security Software
    Customer Service
    System Configuration
    Hardware Troubleshooting
    Troubleshooting
    End User Technical Support
    Customer Support
    Microsoft Windows
    Online Chat Support
    Phone Support
    Technical Support
  • $20 hourly
    I have more than 10 years of Technical support experience (including online, over the phone and onsite support) and for the past 5 years, I have been using ConnectWise Manage/Control/Automate, AuthAnvil, BizDox, ITGlue, TeamViewer, ScreenConnect to manage and troubleshoot complex server issues (including IBM Power Systems, Storages, EMC Storages Backup Using NIM, Firewall, Active Directory, DNS, DHCP, Group Policy, Network Sharing and security, Exchange, Intermedia, Office 365, Backup and Antivirus management) and troubleshooting L1/L2/L3 client issues (including virus/malware, printers, software and hardware problems and system performance issues). I also have of experience in Hyper-V, VMWare and PowerVM products which includes Hyper-V replica and VMWare SRM and IBM Hypervisor I have done several migration projects which includes Exchange Server Migration, Windows Server Migration from physical to virtual environment, Local In-premise Exchange to Intermedia Cloud hosting exchange and Exchange Defender to McAfee Nuvotera Spam-Soap Migration. I also have 7 years of experience with IBM AIX related Porjects like migration of AIX from 6.1 to 7.1, LPM Migration, Storage migration using AIX LVM, Managing operations remotely for a client. I have more than 7 years of experience working with NOC/MSP where I give technical support Phone, Email and Chat support to my clients remotely. I have experience of working with several multinational companies like IBM, Nokia, Telenor and NSN. I have a friendly, professional demeanor and a confident multitasker, allowing me to take on several responsibilities at once. I'm a quick learner and enthusiastic. I look forward to working with you as a Technical Support Specialist for Windows as well as your go-to guy for any additional projects you need assistance with.
    vsuc_fltilesrefresh_TrophyIcon Helpdesk
    Group Policy
    VMware ESX Server
    Microsoft Hyper-V Server
    Mac OS X Administration
    Documentation
    Windows Administration
    Virtualization
    Technical Support
    Office 365
  • $30 hourly
    I have 15 years of verifiable experience as a system administrator in the USA. I can provide references. Fast learner, easy-going person. Can handle stressful situations. With a deep knowledge of Windows servers, VMware, Office365 Skills: EF SET English Certificate 71/100 (C2 Proficient) ConnectWise Access ConnectWise Manage ConnectWise Automate IT Glue Active Directory Exchange Servers Office365 Virtualization (ESXi / vCenter, Hyper-V, VirtualBox) Windows Servers Veem Backup Unitrend backup Fortinet Ubiquiti AS-400 (basic) Skill Tags: AD, Active Directory, VMware, vSphere, ESXi, ESX, vCenter, VCSA, vSAN, vMotion, DRS, P2V, V2V, Site Recovery Manager / SRM, vSphere Replication, Veeam, VPC, Fortinet, FortiGate, Forticlient, Office365, Asterisk PBX, ConnectWise, IT Glue, Labtech
    vsuc_fltilesrefresh_TrophyIcon Helpdesk
    Email Support
    Phone Support
    Online Chat Support
    Technical Support
    Windows Administration
    VMware Administration
    Troubleshooting
    SonicWall
    Management Skills
    Ticketing System
    Microsoft Active Directory
    Windows Server
    Office 365
  • $50 hourly
    ✅As a highly rated and experienced Managed Service Engineer with a focus on IT Project Management and Technical Support, I have honed my skills over the past 6+ years by delivering results for companies globally. My expertise in L1 & L2 operations has been instrumental in driving growth and improving performance for my clients. I have proven expertise in software, internet service providers (ISP), logistics, and the transportation industry. I have a track record of successfully coordinating, evaluating, and implementing networks, cybersecurity, telecommunications, and IT projects. I'm self-motivated and have a business-minded approach, always striving to reach my goals. . I have extensive experience working with🌟 high-profile companies🌟 around the world, helping them to reach their objectives while cutting costs and enhancing their digital transformation. I'm self-motivated and have a business-minded approach, always striving to reach my goals. YOU and your projects are in good company: ✅ Orion Global GMS - (Global IT Managed Services Providers). ✅ Crestech - (Global IT Managed Services Providers). ✅ Johnson & Johnson Dominican Republic - (81.58 billion USD (2018)). ✅ Accenture - (Fortune Global 500). ✅ RB Mead Johnson - (Global Leader in Infant and Children’s Nutrition). ✅ DP World - (Global Terminal Operator at Ports Around the World). 🔥Some cool projects: » IT project management: ✓Daikin Global, Dominican Republic Branch, mail migration project, and MFA configuration to end-users. It consisted of migrating emails from a remote mail server to office 365 subscription, preventing losing any critical information. » Wireless and Networking: ✓DP World Caucedo Wireless network design and improvement, providing better wireless connectivity for mobile equipment, increasing their productivity. » WordPress admin: ✓La Revista Diaria (Larevistadiaria.com), an online newspaper, WordPress administration, monthly reports, backups, and security protection. Helping them to achieve their monthly goals. If you're interested, let me know when you're available to chat. I'm sure we can find time to grab a few beers and enjoy the beach (the beers are not included!).
    vsuc_fltilesrefresh_TrophyIcon Helpdesk
    Client Management
    5G
    Wireless Communication
    Network Engineering
    Computer Network
    System Administration
    Computing & Networking
    Hardware Troubleshooting
    Microsoft Server
    Desktop Support
    WordPress Development
    Technical Documentation
    Technical Support
    Computer Maintenance
  • $35 hourly
    A seasoned technician with over 15 years of experience in providing technical support and excellent customer service.
    vsuc_fltilesrefresh_TrophyIcon Helpdesk
    Microsoft Windows
    Customer Service
    Customer Support Plugin
    Microsoft Teams
    Product Knowledge
    Technical Support
    System Configuration
    IT Sourcing
    Ticketing System
    End User Technical Support
    Communication Etiquette
    Online Chat Support
    Email Support
  • $35 hourly
    Highly motivated and experienced IT professional with expert proficiency in providing desktop, server, and application technical support in a dynamic, fast paced environment; offers over five years of experience supporting executives and senior leaders in an enterprise environment. Comprehensive understanding of the skills needed to quickly identify and resolve issues with hardware, software, and network access.  Well versed in providing end users with the necessary training and knowledge to empower full use and benefit from technology. Regarded for the ability to deliver outstanding results with the highest degree of expertise and professionalism.
    vsuc_fltilesrefresh_TrophyIcon Helpdesk
    Communication Strategy
    Email Support
    Mobile Device Management
    Microsoft Office
    Windows 10 Administration
    Customer Service
    Network Administration
    Technical Support
    Email Communication
    Customer Support
    Microsoft Active Directory
    Microsoft Azure
  • $25 hourly
    Do you believe that a successful business lies in the quality and efficiency of its operations? Because I do. I believe that it's not solely based on how good your product is, but also how good and effective you build your brand by establishing a world-class customer experience. Whether your business deals with physical products, services offered or software platforms -- I would love to help you. I empower businesses like yours the best way I know how -- by helping you create exceptional operations that provide the best customer experience in your line of business. Whether this is technical support, onboarding, customer success, or even internal support teams. You may just be starting up or you already have teams in place but feel that it could be a lot better -- I can help you! We can work together by identifying issues, roadblocks, and goals you want to achieve for your business and develop processes and initiatives to address them. I have over 17yrs experience managing operations both in a corporate and online remote setting. I have managed different customer and non-customer-facing teams with unique functions that play a critical role in the customer journey. I've worked in industries that deal with Hardware, Internet Marketing, SaaS, etc. As long as it deals with people, I've helped businesses from small-scale start-ups to medium-size enterprises in establishing and improving their operations by promoting efficiency, identifying OKRs, creating processes and initiatives geared towards improving the customer journey. If you feel I'm the perfect fit for what you're looking for and If my skills and experience pique your interest so far, send me a message here in Upwork so we can have a chat :) Kolbe A Result 8-3-5-4 (Specify, Adapt, Modify, Restore) Cheers, Jonathan Garcia “Good customer service costs less than bad customer service”
    vsuc_fltilesrefresh_TrophyIcon Helpdesk
    Product Knowledge
    Ticketing System
    Business Process Management
    Customer Support
    SaaS
    Communications
    Customer Service
    Administrative Support
    Customer Relationship Management
    Technical Support
    Email Communication
    Zendesk
    English
    Online Chat Support
  • $20 hourly
    A dynamic and self - motivated System and Network Administrator aspiring for a bright and challenging career in the field of System Administration and Networking Technology which would enable me to upgrade myself with emerging trends and technologies. More than 10 years experience in working with MSP's to provide remote technical support to end users. Responsible for completing On boarding tasks with new clients and deploy all the RMM tools that are required for remote management. Familiar with Office 365 configuration, creating mailboxes, resetting passwords, troubleshooting office 365 activation issues. Familiar with cloud RMM tools like Kaseya, Continuum & Labtech. Have handled patch management through Kaseya and Continuum in the past. Familiar with Helpdesk tools like Zendesk, JIRA, etc. Hands on experience on remote connectivity apps like LogMeIn, TeamViewer, screen connect, etc. Familiar with cloud backup tools like Intronis and Autotask workplace. Responsible for deploying backup agents and configure backup according to client infrastructure needs. Also, responsible for monitoring and troubleshooting failed backups. More than 10 years experience in providing phone based, chat & email support to international clients. Have been responsible for collaborating with third party vendors and end users to resolve issues related to application support and hardware warranty. Hands on Log me in central remote app, Podio project management app. Experienced in handling customer queries via Live chat app & Log me in rescue. Have experience in providing support on soft-phone provided by the clients. Hands on Kaseya cloud service apps, connect wise ticketing system. Worked on Remote apps like Log me in, VNC, Team-viewer, etc. Became an O desk Freelancer since September 2013. Worked with Lester Info services Pvt. Ltd. as a 'Remote Technical Support engineer' till 04/07/2013. Worked with General Mills, India as an ‘Onsite Support Engineer’ from 21/11/2011 to 31/1/2013. Technical Trainer/Exam Co-Coordinator, Jetking Infotrain Limited Learning Centre, Ghatkopar from1/4/2009– 20/11/2011
    vsuc_fltilesrefresh_TrophyIcon Helpdesk
    VPN
    Remoting
    Online Chat Support
    Microsoft Server
    Technical Support
    Phone Support
    Incident Management
    Network Equipment
    Computer Network
    System Configuration
    Windows 8 Administration
    Windows Administration
    Windows 10 Administration
    System Administration
  • $20 hourly
    • I have worked across different areas of IT Support and this has supplied me with a wide range of technical knowledge which I can share with my future colleagues and clients. • I am a quality-oriented, dedicated and hardworking individual who makes sure to provide efficient and high-quality service. • An ISFJ-A Defender according to an online personality test • I am very flexible with the hours I am available to work. Here is a summary of some of my most recent job descriptions: IT Service Desk Supervisor - Supervising a group of IT Professionals by providing technical training, performance coaching, develop specific skill-sets through shadowing, and overall guidance to attain work efficiency IT Service Desk Analyst - Provide support on a wide range of technical issues for colleagues (Hardware, Software, Networking, VPN, Active Directory, Server, MS Office/Outlook/OneDrive/Teams, etc.) - Incident Management - Change Management
    vsuc_fltilesrefresh_TrophyIcon Helpdesk
    Office 365
    Medical Records Software
    Mobile Device Management
    Email Support
    Zendesk
    Hardware Troubleshooting
    Technical Support
    Troubleshooting
    Online Chat Support
    System Administration
  • $15 hourly
    Experienced in: SaaS - Customer Experience Platform (Gift cards / loyalty, Online Ordering) Multiple CRM platforms and other remote tools. Windows and Mac troubleshooting Graphics design/editing Active Directory Google Admin Okta management
    vsuc_fltilesrefresh_TrophyIcon Helpdesk
    Customer Service
    US English Dialect
    Canva
    Ticketing System
    Salesforce
    Technical Documentation
    OKTA
    Technical Support
    Hardware Troubleshooting
    Customer Support Plugin
    Incident Management
    Troubleshooting
    Logo Design
    Email Support
  • $13 hourly
    I'm a freelancer with different skills set that varies from customer service, logo, and graphic design, computer software repair, virus removal to website design and development. I do a lot but I'm committed to everything that I put my hands on. 11+ years of experience in customer service and technical support before becoming a freelancer 5 years ago and no turning back- I love freelancing. Talk to me about your needs and let me help you attain your goals and make your vision a reality.
    vsuc_fltilesrefresh_TrophyIcon Helpdesk
    Data Recovery
    Technical Support
    Joomla
    Virus Removal
    WordPress
  • $75 hourly
    Proven success in providing end-user support, multi-platform network operations support, and program management. Possess broad cross-functional leadership experience with keen ability to improve processes and integrate technologies to achieve stakeholder satisfaction. Highly adept with software applications, software tools, operating systems, network configurations and hardware platforms.
    vsuc_fltilesrefresh_TrophyIcon Helpdesk
    Linux
    SaaS
    DevOps
    Microsoft SharePoint Administration
    Microsoft Active Directory
    Microsoft SQL Server Administration
    Technical Support
    Microsoft Teams
    Office 365
    Microsoft Exchange Server
    VMware ESX Server
    Windows Server
    Microsoft Azure
    Microsoft Server
  • $15 hourly
    Networking engineer with experience in virtually all aspects of computing and in the customer care industry. I have an aptitude for computing, this allows me to easily assimilate knowledge for fields such as web development, software development, database management and programming among others. Throughout my career, I have been in the role of a technical support specialist for virtually 2 years working with several Jamaican government bodies.The job included, but not limited to maintaining the users, adding or removing devices as well as troubleshooting and fixing problematic devices on the network. Most recently, I aligned myself with one of the largest Telecommunication networks in the Caribbean, Digicel. There I worked as for over a year customer care agent, providing quality service for our large Jamaican customer base. I learnt a variety of things during my tenure, including what world class customer service was, as well as what was required from a workforce management analyst. The Microsoft office suite has been something that I have spent a great deal of time with, my first introduction to the product suite was in grade school, over 15 years ago. Needless to say, I acquired a great deal of knowledge as a result. I have become especially proficient in Microsoft access and excel, having mastery over all functions in excel. Eventually, I was introduced to the visual basic application, a programming language built into the office suite, giving more control over the tools. This programming language gave me the ability to create their own functions, macros and specialized functionality to the application. In conclusion, I have a natural aptitude for anything computer related and would make a fine addition to your company.
    vsuc_fltilesrefresh_TrophyIcon Helpdesk
    Email Communication
    Customer Service
    ClickFunnels
    Technical Support
    Network Monitoring
    Email Marketing
    Zapier
    Marketing Automation
    Network Engineering
    English
  • $35 hourly
    🌟🏆 Seasoned Project Management and Customer Support Professional 🏆🌟 Welcome to my profile! With over 7 years of dedicated experience in Project Management and Customer Support, I am here to elevate your projects and ensure unparalleled customer satisfaction. My extensive background equips me with the skills and insights necessary to seamlessly navigate project complexities while delivering exceptional support to your valued clientele. Key Skills: 🤝 Customer Support: • Proficient in Multichannel Support (Email, Chat, Phone) • Expertise in Issue Resolution and Troubleshooting • Advanced Customer Relationship Management • Thorough Quality Assurance and Feedback Analysis • Effective User Training and Onboarding 🚀 Project Management: • Agile and Scrum Methodologies Mastery • Comprehensive Project Planning and Execution • Proven Team Leadership and Coordination • Expertise in Risk Assessment and Mitigation • Proficient Budget and Resource Management 💻 Technical Skills: • Project Management Tools: Jira, Trello, Asana, Wrike, Monday.com, ClickUp, MS Project, Basecamp, Airtable, TeamGannt, Notion, Kanban, Kajabi. • CRM Software: Zendesk, Freshdesk, Salesforce, HubSpot, Pipedrive, Zoho CRM, Nutshell, Gorgias. • Other software & tools: Office 365, Google Suite, Zoom, Slack, MS Teams, Skype. 💡 Why Choose Me? 💡 🏆 Proven Expertise: Successfully managed 30+ projects with a 100% customer satisfaction rate over 7 years. 🏆 Effective Communication: Clear and empathetic communication ensures stakeholders and customers are always informed. 🏆 Detail-oriented: Meticulous attention to detail ensures project integrity and swift issue resolution. 🏆 Adaptability: Quick adaptation to new technologies and industries for effective project execution. 🏆 Collaborative Approach: Working closely with cross-functional teams to ensure project success and positive customer experience. 🏆 Continuous Improvement: Committed to ongoing learning and process enhancement for superior service delivery. 🤝 Let's collaborate to take your projects and customer satisfaction to new heights. Reach out to me today to explore how we can work together! "I am available for short-term and long-term engagements, offering high-quality, prompt, and precise solutions." Thank you for considering me for your professional needs!
    vsuc_fltilesrefresh_TrophyIcon Helpdesk
    OKTA
    Customer Engagement
    Zoho Desk
    Technical Project Management
    Project Schedule & Milestones
    Ticketing System
    Technical Support
    Logistics Management
    Agile Project Management
    Digital Project Management
    Office 365
    Customer Support
    Google Workspace
    Jira
    Email Support
  • $12 hourly
    I have been in the Tech support/Product Specialist field for 10 years. During this time I have worked for Amazon.com, SpyTec Inc, One Hour Site Fix and Gemba 360. I've worked in various capacities where my job entailed providing support on products and services, Host webinars, Onboarding new clients, training on software/business management platforms and IT support. I have experience assisting clients via email, VoIP phone, and chat. I also have experience in using various software to assist customers/clients. One of my main strengths is my ability to adapt quickly to my environment. I'm also a fast learner and team player. With my skillsets and attributes, I can add great value to your organization which will in-tern contribute to the growth and development of your business. I also understand the importance of growing and maintaining a great relationship between you and your customer I have listed a few platforms/software I have worked with: -Tawk chat system -Click Desk -Agile -Kanban -Trello -Freshdesk -Charge Bee -Zendesk -Wix.com -Intercom -MailChimp -Hubspot -Zoom -Google sheets -Photoshop -Lightroom -Building websites using Wordpress templates, Shopify templates as well as fulfilling orders through Oberlo
    vsuc_fltilesrefresh_TrophyIcon Helpdesk
    RingCentral Glip
    Microsoft Word
    Microsoft Excel
    Customer Service
    Spreadsheet Software
    Talkdesk
    Adobe Photoshop
    Magento
    Photography
    Technical Support
    Freshdesk
  • $20 hourly
    𝙂𝙚𝙖𝙧 𝙪𝙥 𝙛𝙤𝙧 𝙖 𝙜𝙖𝙢𝙚-𝙘𝙝𝙖𝙣𝙜𝙞𝙣𝙜 𝙗𝙧𝙚𝙖𝙠𝙩𝙝𝙧𝙤𝙪𝙜𝙝! 🏆 Top 3% on Upwork 🏅 10+ Years in Customer Service 🚀 High-speed Internet Connection 𝙃𝙚𝙧𝙚 𝙩𝙤 𝙤𝙛𝙛𝙚𝙧 𝙢𝙮 𝙖𝙨𝙨𝙞𝙨𝙩𝙖𝙣𝙘𝙚 👇🏻 🔥 𝙑𝙄𝙍𝙏𝙐𝘼𝙇 𝘼𝙎𝙎𝙄𝙎𝙏𝘼𝙉𝘾𝙀 and 𝘼𝘿𝙈𝙄𝙉 𝙎𝙐𝙋𝙋𝙊𝙍𝙏 Embark on a 𝙨𝙚𝙖𝙢𝙡𝙚𝙨𝙨 𝙙𝙞𝙜𝙞𝙩𝙖𝙡 𝙟𝙤𝙪𝙧𝙣𝙚𝙮 with my Virtual Assistance services. 𝙇𝙚𝙩 𝙢𝙚 𝙢𝙖𝙣𝙖𝙜𝙚 𝙮𝙤𝙪𝙧 𝙨𝙘𝙝𝙚𝙙𝙪𝙡𝙚, 𝙝𝙖𝙣𝙙𝙡𝙚 𝙚𝙢𝙖𝙞𝙡𝙨, 𝙖𝙣𝙙 𝙩𝙖𝙘𝙠𝙡𝙚 𝙧𝙚𝙨𝙚𝙖𝙧𝙘𝙝 𝙩𝙖𝙨𝙠𝙨, so you can focus on what truly matters. Whether it's 𝙤𝙧𝙜𝙖𝙣𝙞𝙯𝙞𝙣𝙜 𝙢𝙚𝙚𝙩𝙞𝙣𝙜𝙨, 𝙢𝙖𝙞𝙣𝙩𝙖𝙞𝙣𝙞𝙣𝙜 𝙧𝙚𝙘𝙤𝙧𝙙𝙨, 𝙤𝙧 𝙝𝙖𝙣𝙙𝙡𝙞𝙣𝙜 𝙙𝙖𝙮-𝙩𝙤-𝙙𝙖𝙮 𝙖𝙙𝙢𝙞𝙣𝙞𝙨𝙩𝙧𝙖𝙩𝙞𝙫𝙚 𝙩𝙖𝙨𝙠𝙨, my Admin Support services are here to 𝙥𝙧𝙤𝙫𝙞𝙙𝙚 𝙨𝙚𝙖𝙢𝙡𝙚𝙨𝙨 and𝙚𝙛𝙛𝙞𝙘𝙞𝙚𝙣𝙩 𝙨𝙪𝙥𝙥𝙤𝙧𝙩. Let me take care of the details, allowing you to concentrate on 𝙜𝙧𝙤𝙬𝙞𝙣𝙜 𝙮𝙤𝙪𝙧 𝙗𝙪𝙨𝙞𝙣𝙚𝙨𝙨 and 𝙖𝙘𝙝𝙞𝙚𝙫𝙞𝙣𝙜 𝙮𝙤𝙪𝙧 𝙜𝙤𝙖𝙡𝙨. 🔥 𝘾𝙐𝙎𝙏𝙊𝙈𝙀𝙍 𝙎𝙀𝙍𝙑𝙄𝘾𝙀 and 𝙏𝙀𝘾𝙃𝙉𝙄𝘾𝘼𝙇 𝙎𝙐𝙋𝙋𝙊𝙍𝙏 𝙋𝙍𝙊 Step into a support partnership that transcends boundaries. 𝙄 𝙗𝙧𝙞𝙣𝙜 𝙩𝙝𝙚 𝙣𝙪𝙖𝙣𝙘𝙚𝙙 𝙚𝙭𝙥𝙚𝙧𝙩𝙞𝙨𝙚 of a 𝙙𝙚𝙙𝙞𝙘𝙖𝙩𝙚𝙙 𝘾𝙪𝙨𝙩𝙤𝙢𝙚𝙧 𝙎𝙚𝙧𝙫𝙞𝙘𝙚 professional harmoniously blended with the𝙩𝙚𝙘𝙝𝙣𝙞𝙘𝙖𝙡 𝙛𝙞𝙣𝙚𝙨𝙨𝙚 of a seasoned Technical Support Pro. 𝙋𝙧𝙤𝙛𝙞𝙘𝙞𝙚𝙣𝙩 𝙞𝙣 𝘾𝙍𝙈 𝙨𝙮𝙨𝙩𝙚𝙢𝙨 like 𝙃𝙪𝙗𝙨𝙥𝙤𝙩, 𝙕𝙤𝙝𝙤, and 𝙕𝙚𝙣𝙙𝙚𝙨𝙠, as well as𝙖𝙙𝙚𝙥𝙩 𝙞𝙣 𝙩𝙚𝙘𝙝𝙣𝙞𝙘𝙖𝙡 𝙩𝙤𝙤𝙡𝙨 including 𝙏𝙚𝙖𝙢𝙑𝙞𝙚𝙬𝙚𝙧, 𝘼𝙣𝙮𝘿𝙚𝙨𝙠, and 𝙈𝙖𝙣𝙖𝙜𝙚 𝙀𝙣𝙜𝙞𝙣𝙚 𝙍𝙈𝙈, I am your all-encompassing ally for customer satisfaction and technical optimization. Together, 𝙡𝙚𝙩'𝙨 𝙧𝙚𝙙𝙚𝙛𝙞𝙣𝙚 𝙨𝙪𝙥𝙥𝙤𝙧𝙩 𝙚𝙭𝙘𝙚𝙡𝙡𝙚𝙣𝙘𝙚, crafting 𝙨𝙚𝙖𝙢𝙡𝙚𝙨𝙨 𝙘𝙪𝙨𝙩𝙤𝙢𝙚𝙧 𝙚𝙭𝙥𝙚𝙧𝙞𝙚𝙣𝙘𝙚𝙨 and effortlessly 𝙣𝙖𝙫𝙞𝙜𝙖𝙩𝙞𝙣𝙜 𝙩𝙝𝙚 𝙞𝙣𝙩𝙧𝙞𝙘𝙖𝙘𝙞𝙚𝙨 𝙤𝙛 𝙩𝙚𝙘𝙝𝙣𝙤𝙡𝙤𝙜𝙮 to propel your business into a 𝙧𝙚𝙖𝙡𝙢 𝙤𝙛 𝙪𝙣𝙥𝙖𝙧𝙖𝙡𝙡𝙚𝙡𝙚𝙙 𝙨𝙪𝙘𝙘𝙚𝙨𝙨. 🔥 𝙎𝙊𝘾𝙄𝘼𝙇 𝙈𝙀𝘿𝙄𝘼 𝙈𝘼𝙉𝘼𝙂𝙀𝙈𝙀𝙉𝙏 Take your social media presence to new heights with my expertise.𝙀𝙣𝙩𝙧𝙪𝙨𝙩 𝙢𝙚 𝙬𝙞𝙩𝙝 𝙨𝙩𝙚𝙚𝙧𝙞𝙣𝙜 𝙮𝙤𝙪𝙧 𝙙𝙞𝙜𝙞𝙩𝙖𝙡 𝙟𝙤𝙪𝙧𝙣𝙚𝙮, 𝙛𝙧𝙤𝙢 𝙨𝙘𝙝𝙚𝙙𝙪𝙡𝙞𝙣𝙜 𝙥𝙤𝙨𝙩𝙨 𝙩𝙤 𝙣𝙪𝙧𝙩𝙪𝙧𝙞𝙣𝙜 𝙚𝙣𝙜𝙖𝙜𝙚𝙢𝙚𝙣𝙩𝙨, 𝙖𝙡𝙡𝙤𝙬𝙞𝙣𝙜 𝙮𝙤𝙪 𝙩𝙤 𝙛𝙤𝙘𝙪𝙨 𝙤𝙣 𝙘𝙤𝙧𝙚 𝙤𝙗𝙟𝙚𝙘𝙩𝙞𝙫𝙚𝙨. Whether it's 𝙨𝙩𝙧𝙖𝙩𝙚𝙜𝙞𝙯𝙞𝙣𝙜 𝙘𝙤𝙣𝙩𝙚𝙣𝙩,𝙖𝙣𝙖𝙡𝙮𝙯𝙞𝙣𝙜 𝙢𝙚𝙩𝙧𝙞𝙘𝙨, or 𝙝𝙖𝙣𝙙𝙡𝙞𝙣𝙜 𝙙𝙖𝙮-𝙩𝙤-𝙙𝙖𝙮 𝙥𝙡𝙖𝙩𝙛𝙤𝙧𝙢 𝙖𝙘𝙩𝙞𝙫𝙞𝙩𝙞𝙚𝙨, my role as your Social Media Manager. 🔥 𝙋𝙍𝙊𝙅𝙀𝘾𝙏 𝘾𝙊𝙊𝙍𝘿𝙄𝙉𝘼𝙏𝙄𝙊𝙉 This 𝙙𝙚𝙩𝙖𝙞𝙡-𝙤𝙧𝙞𝙚𝙣𝙩𝙚𝙙 project coordinator is skilled at 𝙩𝙖𝙨𝙠 𝙤𝙧𝙜𝙖𝙣𝙞𝙯𝙖𝙩𝙞𝙤𝙣, 𝙩𝙞𝙢𝙚𝙡𝙞𝙣𝙚 𝙢𝙖𝙣𝙖𝙜𝙚𝙢𝙚𝙣𝙩, and𝙛𝙖𝙘𝙞𝙡𝙞𝙩𝙖𝙩𝙞𝙣𝙜 𝙨𝙚𝙖𝙢𝙡𝙚𝙨𝙨 𝙘𝙤𝙢𝙢𝙪𝙣𝙞𝙘𝙖𝙩𝙞𝙤𝙣. Expertise in project management tools, teamwork, and ensuring deliverables correspond with goals. Through rigorous coordination, I am dedicated to optimizing team efficiency and project success. 😕 Still undecided and looking for more reasons? 💎 𝙂𝙤𝙞𝙣𝙜 𝙩𝙝𝙚 𝙚𝙭𝙩𝙧𝙖 𝙢𝙞𝙡𝙚 is what sets me apart from the rest. 💎 I remain 𝙘𝙖𝙡𝙢 and 𝙥𝙖𝙩𝙞𝙚𝙣𝙩 in unexpected and difficult situations. 💎 I am a 𝙣𝙖𝙩𝙪𝙧𝙖𝙡 𝙢𝙪𝙡𝙩𝙞-𝙩𝙖𝙨𝙠𝙚𝙧 a.k.a 𝙚𝙛𝙛𝙤𝙧𝙩𝙡𝙚𝙨𝙨 𝙟𝙪𝙜𝙜𝙡𝙚𝙧. 💬 Drop me a message and let's discuss... This 𝙙𝙞𝙜𝙞𝙩𝙖𝙡𝙡𝙮 𝙖𝙙𝙚𝙥𝙩 VA is experienced with the following tools 👇🏻 𝘾𝙍𝙈: ✦ Hubspot ✦ Pipedrive ✦ Zoho CRM ✦ ManageEngine CRM 𝙋𝙧𝙤𝙟𝙚𝙘𝙩 𝙈𝙖𝙣𝙖𝙜𝙚𝙢𝙚𝙣𝙩: ✦ Notion ✦ Trello ✦ Asana ✦ ClickUp ✦ Monday.com ✦ WorkMarket ✦ Todoist 𝘾𝙪𝙨𝙩𝙤𝙢𝙚𝙧 𝙎𝙪𝙥𝙥𝙤𝙧𝙩: ✦ Zendesk ✦ Freshdesk 𝘾𝙤𝙢𝙢𝙪𝙣𝙞𝙘𝙖𝙩𝙞𝙤𝙣 𝙖𝙣𝙙 𝘾𝙤𝙡𝙡𝙖𝙗𝙤𝙧𝙖𝙩𝙞𝙤𝙣: ✦ Slack ✦ Microsoft Teams ✦ Discord ✦ Google Meet ✦ Zoom ✦ Cisco Webex 𝙁𝙞𝙡𝙚 𝙎𝙩𝙤𝙧𝙖𝙜𝙚 𝙖𝙣𝙙 𝙎𝙝𝙖𝙧𝙞𝙣𝙜: ✦ Google Drive ✦ Dropbox ✦ Microsoft OneDrive ✦ Box.com 𝙋𝙧𝙤𝙙𝙪𝙘𝙩𝙞𝙫𝙞𝙩𝙮 𝙖𝙣𝙙 𝘿𝙤𝙘𝙪𝙢𝙚𝙣𝙩 𝙈𝙖𝙣𝙖𝙜𝙚𝙢𝙚𝙣𝙩: ✦ Google Workspace ✦ Microsoft Outlook ✦ Microsoft Calendar ✦ Calendly ✦ Smartsheet ✦ SharePoint ✦ IT Glue 𝙍𝙚𝙢𝙤𝙩𝙚 𝘿𝙚𝙨𝙠𝙩𝙤𝙥 𝙖𝙣𝙙 𝙎𝙪𝙥𝙥𝙤𝙧𝙩: ✦ TeamViewer ✦ AnyDesk ✦ LogMeIn ✦ Manage Engine RMM 𝙀𝙢𝙖𝙞𝙡 𝙈𝙖𝙧𝙠𝙚𝙩𝙞𝙣𝙜 𝙖𝙣𝙙 𝘾𝙤𝙢𝙢𝙪𝙣𝙞𝙘𝙖𝙩𝙞𝙤𝙣: ✦ Mailchimp ✦ RingCentral ✦ Twilio ✦ Nextiva Now! ✨ 𝙇𝙚𝙩'𝙨 𝙘𝙤𝙡𝙡𝙖𝙗𝙤𝙧𝙖𝙩𝙚 if you think we're a good fit 💬 Directly 𝙢𝙚𝙨𝙨𝙖𝙜𝙚 𝙢𝙚 and let me know 📞 I am 𝙖𝙡𝙬𝙖𝙮𝙨 𝙧𝙚𝙖𝙙𝙮 for a Discovery Call Talk soon, 𝙅𝙊𝙒𝙄 - 𝙔𝙤𝙪𝙧 𝙨𝙩𝙧𝙖𝙩𝙚𝙜𝙞𝙘 𝙥𝙖𝙧𝙩𝙣𝙚𝙧 𝙞𝙣 𝙥𝙧𝙤𝙙𝙪𝙘𝙩𝙞𝙫𝙞𝙩𝙮 𝙖𝙣𝙙 𝙨𝙪𝙘𝙘𝙚𝙨𝙨 😉*wink*
    vsuc_fltilesrefresh_TrophyIcon Helpdesk
    Scheduling
    ActiveCampaign
    Trello
    Pipedrive
    Canva
    ClickUp
    Kajabi
    Email Management
    Customer Service
    Calendar Management
    Social Media Management
    Administrative Support
    Personal Administration
    Virtual Assistance
    Executive Support
  • $20 hourly
    My best qualities: fast learner, no hand holding, attentive to details, workaholic. My best skill: I learn from my mistakes and make them only once.
    vsuc_fltilesrefresh_TrophyIcon Helpdesk
    Troubleshooting
    Zoom Video Conferencing
    Technical Support
    Adobe Connect
    Office 365
    Slack
    AWS Application
    English
    Zendesk
    Customer Support
  • $20 hourly
    Experienced Technical Support Analyst.Skilled in Operations Management, Technical Support, Call Center Development, Break and Fix Services, Dell, EMC, and ITIL. Information technology professional with a Bachelor of Technology (B.Tech.), ISM Certified.
    vsuc_fltilesrefresh_TrophyIcon Helpdesk
    EMC Symmetrix
    IT Asset Management
    Remote IT Management
    Call Center Management
    EMC Unity
    Backup Administration
    Storage Device
    Data Protection
    Microsoft SCCM
    Windows Administration
    Hardware Troubleshooting
    Technical Support
    Customer Service
    IT Service Management
    Windows Server
  • Want to browse more freelancers?
    Sign up

How it works

1. Post a job (it’s free)

Tell us what you need. Provide as many details as possible, but don’t worry about getting it perfect.

2. Talent comes to you

Get qualified proposals within 24 hours, and meet the candidates you’re excited about. Hire as soon as you’re ready.

3. Collaborate easily

Use Upwork to chat or video call, share files, and track project progress right from the app.

4. Payment simplified

Receive invoices and make payments through Upwork. Only pay for work you authorize.

Trusted by

8 Tips for Help Desk and Tech Support Success

Tackling the more technical side of customer service can be tricky at times. When customers need a more specific solution to a tech challenge, there’s value in knowing how to resolve the problem in the fastest, most effective way. While many of the same core principles of customer service apply, help desk and tech support often require a more specialized touch to master.

It’s worth noting that many companies roll the help desk and tech support roles together. In general, however, help desk is most frequently considered the first line of defense for handling initial customer contact and more easily remedied tech issues, while tech support is the more specialized second tier that tougher problems get escalated to for resolutions that require deeper expertise.

A customer support ticket that comes in through phone, email, or any other channel your team uses will most often hit the help desk, where an agent will work to resolve the issue or gauge whether it needs to be escalated higher up the knowledge ladder. If it’s a simple solution—for example, if a customer purchased a product that’s missing a key component and they’d like a replacement part it’ll get resolved at the help desk level.

If a customer is experiencing more in-depth problems with a product that help desk doesn’t have a workable solution for, however, their inquiry would be bumped up to tech support. For example, if a device is acting unusual and normal steps to reboot or reset the device aren’t working, an agent with more intimate technical knowhow on the product can help tackle the problem.

Depending on your company, your products, and your team makeup, help desk and tech support might be either consolidated into one role or broken down further into a larger number of tiers or departments for each role or product line.

Whatever your approach, here’s a selection of top tips to help boost the techie side of your customer support team.

1) Identify and evaluate the problem level

Customer issues of a more technical nature can run the gamut in terms of complexity and ease of resolution, which is why it’s important to pinpoint the problem immediately and quickly evaluate whether it’s something that can potentially be solved with a simple fix. On one end of the spectrum, a customer might simply need instructions on how to recover a lost password or directions to return a defective product for replacement. On the upper end, they might need to troubleshoot an unexpected device failure or report a software-halting glitch they’ve encountered that’s never been seen before.

Directing customers to helpful resources—like video tutorials, step-by-step instructions, and user forums—that provide immediate answers to common tech problems can be a great way to speed things along. However, it’s also useful to identify more complex issues early on so they can be routed to team members with the proper expertise to solve them.

2) Gauge the customer’s technical level

Using intuition and clues from the conversation or correspondence, it’s helpful to try to identify the customer’s level of tech savviness in order to determine the best way to help them. For some customers, something that might seem like a simple fix could be a lot more complicated if they’re not technically inclined. Conversely, a customer with a greater level of technical knowhow may interact more fluidly and get the solution they need from speaking with an agent that has more specialized expertise on the matter.

Cable and Wi-Fi connectivity problems are a common example. A tech-savvy customer might figure out a fix quickly with access to your company’s knowledge base, while other casual users might be flustered over the thought of even hunting around for the reset button.

Figuring out a customer’s level of technical expertise makes it easier to point your team’s response in the right direction.

3) Check for previous support tickets

It’s not uncommon for many customers who experience technical issues to encounter some of the same problems—or even related ones—more than once. Looking up any prior support tickets logged for a particular customer can give helpful clues that may help speed the process along, which is a good thing for everyone involved. Previous tickets may have notes that let you direct customers to a better solution or fast-track them to the right department to better solve their issues.

4) Take detailed, useful ticket notes on every interaction

Agents don’t have to write a book on every customer, but keeping detailed notes that shine light onto the problem, their unique situation, the proposed solution, and the end result can be invaluable—both for tracking common issues and for helping customers who reach out repeatedly with similar issues. Customer service software solutions like Zendesk, Salesforce, and Desk can make the process of tracking tickets and keeping good customer data organized much easier.

5) Direct customers to self-service solutions like Q&A, forums, and video

Cultivating a variety of self-service options that provide solutions to common problems can be a powerful way to cut down on the time spent on individual support tickets. Since many customers prefer to find an answer on their own, directing them to the right resources can save everyone time and energy.

The value here is in creating the best resources possible for the most common issues raised by customers, then offering several different formats for a la carte self-service troubleshooting. Some customers may respond best to a guided video walkthrough. Others may respond better to Q&A text or a searchable customer forum. Give them options to explore, and leave the door open for further direct assistance if needed.

6) Keep solutions clear and easy to understand

Any solutions you offer to customers, especially if they are pre-created, should be as clear to follow as possible. Avoid getting too technical, keep things short, and whenever it makes sense to do so, take customers through the solution step-by-step. It’s also wise to gather feedback on the quality of any problem-solving materials you create, so you can continue to fine-tune them to best suit customers’ needs and technical ability levels.

7) Make it easy for customers to follow up

Nobody likes getting what seems to be a good solution to their problem only to find that it doesn’t actually solve it—after they’ve already hung up or waited hours for an email response. This can be particularly frustrating, spurring some customers to give up entirely and remain unsatisfied with your company’s product or service. To avoid this, make sure customers are given a quick way to follow up if their issue persists and requires further assistance, whether that’s a direct phone line to the agent who helped them initially or an email address. This pairs well with assurances that their further support requests will be fast-tracked if needed.

8) Be prepared to escalate tougher support requests

Agents who serve as the first point of contact for tech-centric customer support inquiries should become experts at gauging the difficulty level of a request, so they can be prepared to escalate the support ticket to the appropriate team members with the right expertise and skill to troubleshoot more involved customer challenges. Successful help desk and tech support is all about tackling challenges as they come and finding ways to make life easier for customers while solving their high-tech troubles in a hurry. Paired with different support options and the right approach from your team, these tips will help ease some of the strain that can come from juggling tech snafus and other challenges that might arise.

View less
Schedule a call