Help Desk Support Specialist L1

Are you a problem-solver who loves helping others? Do you have a knack for troubleshooting technical issues and providing exceptional customer service? If so, we’re looking for someone like you to join our team as a Help Desk Support Specialist. In this full-time remote role, you’ll be the first point of contact for users seeking assistance, ensuring a seamless and positive support experience.

About Sharesource:

We are a BCorp company whose purpose is to democratise opportunities for individuals from developing countries. With our brand and culture empowering our partners to attract and keep the most qualified members, we share the knowledge to unleash potential and grow scaling teams for Australian and Canadian businesses.
https://www.sharesource.com.au/

What are we looking for?
We’re looking for an organized, detail-oriented individual who is passionate about customer support and thrives in a fast-paced environment. The ideal candidate will have experience with help desk tools like HelpScout, strong problem-solving skills, and the ability to communicate effectively with users.
What are you expected to do?

• Provide Exceptional Customer Support
  • Respond to user inquiries via HelpScout with professionalism, accuracy, and speed.
  • Troubleshoot technical issues and guide users through step-by-step solutions.
  • Escalate complex issues to higher-level teams, ensuring all relevant details are documented.
• Manage and Resolve Support Tickets
  • Log, track, and prioritize support tickets in HelpScout to ensure timely resolution.
  • Follow up with users to confirm issues are resolved and provide additional assistance as needed.
• Perform Data Input and Clerical Tasks
  • Update user records, system logs, and other administrative data as required.
  • Maintain accurate and organized records of customer interactions.
• Stay Informed and Share Knowledge
  • Keep up with updates to HelpScout and related tools to provide knowledgeable support.
  • Document FAQs, troubleshooting steps, and solutions for internal knowledge bases.
• Collaborate with Cross-Functional Teams
  • Work closely with technical and product teams to ensure seamless issue resolution.
  • Identify recurring user issues and contribute to process improvements.

What sets this job apart?

• Fully Remote: Enjoy the flexibility of working from anywhere during AEST hours (9am–6pm).
• Room for Growth: Opportunities to expand your knowledge and advance your career.
• Team Collaboration: Be part of a supportive and engaging team culture that values your input.

You’ll be a great fit if:

• You have excellent communication skills, with the ability to explain technical concepts in simple, clear terms.
• You are highly organized and can manage multiple tasks while maintaining attention to detail.
• You are customer-focused, demonstrating patience and professionalism when helping users.
• You have technical proficiency, including familiarity with tools like HelpScout or the ability to quickly learn new platforms.
• You’re a problem-solver, able to analyze and troubleshoot technical issues effectively.
• You’re adaptable, willing to learn and grow within a fast-paced environment.
• You work well in a team, collaborating to achieve shared goals while contributing to a positive work culture.

We will be absolutely thrilled if you also have the following:

• You have prior experience in a Help Desk or customer support role.
• You are familiar with ticketing platforms such as HelpScout or Zendesk.
• You have basic IT troubleshooting knowledge, including operating systems like Windows or macOS.
• You have additional certifications or coursework related to IT, customer service, or technical support.

Here are the benefits of joining our team:

• Competitive salary and professional development
• Collaborative client partnerships and a fun, inclusive work environment
• Opportunities for leadership, expertise, and global client exposure
• Monthly coaching, training, and career development
• Remote work flexibility
• Engage in social impact activities and industry impact
• Achieve work-life balance and flexibility to support personal commitments
• Comprehensive HMO coverage with one free dependent

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Why work for Sharesource?

Our clients come from all walks of life and so do we. We hire hundreds of skillful individuals from a wide variety of backgrounds, genders, ages, and personalities to live out our diverse culture and make a positive impact on the world!

Our 5 Values:

• Make a social impact: We balance our work for client teams and for society by constantly making a positive impact.
• Be proactive: We encourage brave thinking and continuous improvement, and drive change through action.
• Create value: We create measurable values for our stakeholders: our teams, partners, suppliers, investors, and communities.
• Be fair, open and honest: We foster equality and inclusivity in a supportive environment that embraces diversity and celebrates achievements.
• Add fun, passion and love: We prioritise fun and passion, fostering higher engagement and a positive can-do attitude.

What makes us different?

Our culture code. You will be a part of our vibrant company culture and experience a workplace where your contributions are valued, your growth is encouraged, and your opinion is respected:

• Challenged, autonomous, momentum
• Learning, growth mindset
• Lead by our values
• Heard, cared for, make good friends

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What happens after you submit your application?

The whole process takes around 4 weeks:

• There will be 3-4 interviews and a possible assessment from our client partner. You will undergo an initial interview, a culture interview, and 1-2 interviews with our cool client. This will run for about 1-2 weeks but we will let you know if we need to ramp it up. Be yourself and have fun.
• We will constantly communicate with you as to the development of your application. You can also directly communicate with us to ask us about the status of your application.
• If all goes well, we complete the reference check and provide other necessary requirements so we can offer you the job right away.

We would be grateful if you have these already:

1. Fit to Work/Health Card (Basic 5 employment medical tests)
2. NBI Clearance
3. Social IDs - PHIC, SSS, HDMF, TIN 
4. Character references with contact info

At Sharesource, we believe in the value of diversity and inclusion. We are committed to creating a diverse, respectful, and inclusive workplace, and we do not discriminate based on factors such as race, gender, religion, sexual orientation, or disability.