Technical Help Desk Call Support

I need a reliable clerk who can own the incoming help-desk phone line from the first ring. Your main focus will be technical questions and basic troubleshooting for our users. As each call comes in, you’ll listen, walk the caller through the obvious checks, and open a clear support ticket in our system (we use Zendesk, but any modern ticketing platform experience translates well). When an issue can’t be solved during the call, your next step is to gather all the relevant details—contact information, error messages, steps already tried—and schedule a technician callback for the customer. That follow-up must be logged in the ticket so nothing slips through the cracks. Deliverables I expect: • A concise ticket for every call, complete with caller data, problem description, and your initial troubleshooting notes • A daily report of tickets that required technician callbacks, including the time arranged with the customer • Professional, friendly phone interactions that keep our users confident in the support process Clear spoken English, calm problem-solving under pressure, and familiarity with tools like Zendesk, Freshdesk, or similar CRMs will set you up for success here. If that sounds like your wheelhouse, I’m ready to get you plugged in right away.