Remote Help Desk Call Center Agent

Work Hours:

Must have flexible open availability Pay Range: $16.00/hr

Reports to:

AHS General Manager Job Type: Full-time About Answer Net

Answer Net is the brand name for the Answer Net family of companies including Answer Net, Inc., New Answer Net Inc., Cerida Investment Corp., ECC (Energy Choice California), Synergy Solutions, , and Ansercomm to name a few. Together with our affiliates, Answer Net operates more than 20 contact centers within the continental United States and Canada. We provide a vast range of services to optimize telephone answering services, appointment setting and confirmation, customer support, third‑party verification, sales, lead qualification, market research, and a host of other contact management solutions.

In all, Answer Net has more than 10,000 satisfied clients and we process over 125 million interactions per year.

Customer‑focused L1/L2 Helpdesk Technician responsible for providing first and second‑level technical support to end‑users for issues related to hardware, software, and network systems. This position will involve researching, diagnosing, troubleshooting, finding solutions, and taking ownership of customer‑reported issues to ensure they are resolved. When necessary, unresolved issues should be escalated to the appropriate internal teams following standard procedures. The ideal candidate will possess excellent communication skills, a strong technical background, and the ability to efficiently troubleshoot and resolve issues.

• Inbound and Outbound Calls
• Serve as the first point of contact for end‑users seeking technical assistance via phone, email, or helpdesk tickets.
• Root cause analysis probing
• Providing immediate solutions to common user issues.
• Ticket Routing
• Document accurate records of all support requests, resolutions, and follow‑ups.
• Responsible for the ongoing maintenance of Answer Net’s desktop environment.
• Creates and maintains user e‑mail accounts.
• Virtual Machine and or Remote Desktop support
• Oversee monitoring network systems, including network outages.
• Ensuring service level agreements are met.
• Managing user accounts and associated attributes, such as name, email address, password, security groups, and multifactor authentication in Azure AD, or through Microsoft Active Directory on Windows Server 2016, 2019.
• Install, configure, and troubleshoot hardware, software, systems, networks, printers, and scanners.

• Ability to work from home (this is a remote position)
• Prior Technical Support or Help Desk experience
• High School Diploma or equivalent
• History of Customer Service
• Excellent verbal, writing, grammar, and communication skills
• Critical Thinking and Problem‑Solving skills
• Attention to Detail
• Familiarity with Help Desk Applications (Ex. Zendesk, Fresh Service)
• Familiarity with VOIP or Telephony services
• Ability to provide step‑by‑step technical help, both written and verbal
• Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified IT Professional) are a plus

• PC/Laptop with at least Windows 10 (Apple/Mac products, Chromebooks, and tablets are not compatible)
• Hard‑wired high‑speed internet connection (ethernet cable)
• USB‑connected Headset
• Webcam
• A quiet dedicated place to work free from distractions including pets and children.