[Hiring] Application Support Representative @Talentoma

Role Description

An application support request arrives, gets clarified, answered, recorded, and closed with clear notes. This representative communicates with users throughout that process, helping them return to everyday software tasks while keeping unresolved issues visible. The position sits within the technical support team, works under a help desk team lead, and collaborates with application specialists on issues needing deeper investigation. This is a fully remote, desk-based work from home position in Utah, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Qualifications

• High school diploma or equivalent.
• No experience required; related experience helping people use business applications or handling technical support requests is preferred.
• Basic understanding of web applications, software as a service, browser navigation, and common Microsoft Windows settings used during routine support checks.
• Familiarity with password management, account access steps, and approved software installation procedures, with willingness to follow instructions rather than make unsupported changes.
• Ability to learn ticket handling in an IT help desk such as Freshservice; familiarity with ITIL support concepts is preferred.
• Clear written and spoken communication, including the ability to explain one step at a time and confirm user understanding without unnecessary technical language.
• Ability to distinguish a routine question from an unresolved technical issue, prioritize assigned requests, and maintain accurate notes across follow-up conversations.
• A reliable computer, high-speed internet, and a quiet private workspace, plus availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.

Requirements

• Receive application questions through an IT help desk such as Freshservice, review incoming tickets, and acknowledge requests with a clear explanation of the next step.
• Confirm the affected application, user task, error message, and approximate issue timing before selecting the appropriate support guidance.
• Record relevant details, attempted steps, and user responses in the ticket so another support team member can understand the request without repeating questions.
• Explain approved checks for browser settings, application access, password resets, and basic software configuration using clear language appropriate to the user's familiarity.
• Guide users through approved software installation instructions when applicable, confirming prerequisites and referring restricted changes to an application specialist.
• Compare reported behavior with available help articles and known issues, explaining documented workarounds without promising an unconfirmed resolution time.
• Escalate unresolved errors, repeated access failures, or issues affecting multiple users to application specialists, including reproducible steps and relevant ticket notes.
• Follow up when users have not confirmed results or specialists provide updates, keeping users informed about outstanding actions and current request status.
• Confirm that the user can resume the affected task before closing a request, and summarize the resolution and any remaining guidance.
• Meet quality expectations through accurate explanations, timely responses, complete notes, appropriate escalation, and consistent follow-up through request closure.

Benefits

• Fully remote work from home in a desk-based application support role.
• Structured onboarding and training on an IT help desk such as Freshservice, application support procedures, and approved troubleshooting guidance.
• Regular check-ins with the help desk team lead to review questions, discuss feedback, and reinforce consistent request handling.
• Opportunities to build user support, software navigation, ticket communication, and practical issue assessment skills through everyday application questions.
• Health coverage, paid leave, a 401(k), maternity leave, and bonus opportunities.