Job Overview

Horizon NJ Health is seeking a dedicated and tech-savvy Remote Technical Support Representative to join our team on a full-time basis. This is an excellent opportunity for a motivated individual to provide crucial first-line technical assistance and support to our users. The ideal candidate will be a patient and effective communicator with a passion for problem-solving and delivering exceptional customer service. As a key member of our support team, you will be responsible for resolving technical issues efficiently while maintaining a high standard of professionalism, ensuring our users have a seamless experience with our systems and services.

Responsibilities

• Serve as the first point of contact for users seeking technical assistance over the phone, via email, or through our ticketing system.
• Diagnose and troubleshoot technical issues, including software, hardware, and network problems, providing clear and concise step-by-step solutions.
• Accurately record, track, and document all support requests and their resolutions in the help desk system.
• Escalate unresolved or complex issues to the appropriate internal teams in a timely manner.
• Guide users on the proper use of hardware and software to maximise their effectiveness.
• Contribute to the development and maintenance of our knowledge base with troubleshooting articles and user guides.
• Maintain a high level of customer satisfaction by providing professional, courteous, and effective support.
• Identify and suggest potential improvements to systems and processes to enhance the user experience.

Qualifications

• Proven experience in a technical support, help desk, or a similar customer-facing role.
• A strong understanding of computer systems, mobile devices, and other technology products.
• Excellent problem-solving and analytical skills with the ability to diagnose and resolve basic technical issues.
• Exceptional communication and interpersonal skills, with a professional and patient demeanour.
• The ability to work independently and manage time effectively in a remote environment.
• Proficiency in English, both written and verbal.
• Familiarity with help desk software and remote support tools is highly desirable.
• Experience within the healthcare or health insurance sector would be considered an advantage.

What We Offer

• A competitive hourly wage of $26 - $45 USD, commensurate with experience.
• A permanent, full-time position.
• The flexibility and convenience of a fully remote working arrangement.
• An opportunity to be part of a supportive and collaborative team dedicated to making a difference.
• Opportunities for professional growth and development within a leading organisation.