About the Company
Teleperformance is a global leader in digitally integrated business services, specializing in customer experience management. We are dedicated to delivering innovative solutions that create unique, high-value interactions for our clients and their customers worldwide. With operations in over 80 countries, we are committed to fostering a diverse, inclusive, and collaborative environment where talent thrives.
Job Description
Join Teleperformance as a Level 1 IT Technical Support Specialist and become an integral part of our dynamic team, working 100% remotely. In this role, you will be the first point of contact for users experiencing technical issues, providing crucial initial support and troubleshooting to ensure seamless operations. This position requires a customer-focused individual with a foundational understanding of IT systems and a passion for problem-solving. You will handle inquiries via phone, email, and chat, guiding users through solutions and escalating complex issues as needed. This is an exciting opportunity to launch or advance your career in IT support with a global leader.
Key Responsibilities
- Provide first-line technical support to end-users via various channels (phone, email, chat).
- Diagnose and resolve basic hardware and software issues, including operating systems, applications, and network connectivity.
- Guide users through step-by-step solutions and troubleshooting processes.
- Document all support interactions, resolutions, and escalations accurately in the ticketing system.
- Escalate complex or unresolved issues to Level 2 support or appropriate teams.
- Maintain a high level of customer satisfaction through professional and empathetic communication.
- Adhere to company policies and procedures, including security protocols.
- Participate in training and continuous learning to stay updated on new technologies and support procedures.
Required Skills
- Excellent verbal and written communication skills.
- Strong customer service orientation and ability to de-escalate situations.
- Basic understanding of computer hardware, software, operating systems (Windows, macOS), and mobile devices.
- Familiarity with common office applications (e.g., Microsoft Office Suite, Google Workspace).
- Ability to troubleshoot basic network connectivity issues.
- Strong problem-solving and analytical skills.
- Ability to work independently and as part of a remote team.
- High-speed internet connection and a dedicated, quiet workspace.
Preferred Qualifications
- CompTIA A+ or equivalent certification.
- Previous experience in a help desk or customer support role (even if not IT-specific).
- Familiarity with remote desktop tools and ticketing systems (e.g., ServiceNow, Zendesk).
- Experience with VPNs and remote access technologies.
- Multilingual abilities (e.g., Spanish, French).
Perks & Benefits
- Comprehensive medical, dental, and vision insurance.
- Paid time off (vacation, sick leave, holidays).
- 401(k) retirement plan with company match.
- Opportunities for career advancement and professional development.
- Employee assistance program.
- 100% remote work flexibility with a supportive virtual team environment.
- Equipment provided (computer, headset).
- Performance-based incentives.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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