[Hiring] Software Support Agent @Talentoma

Role Description

The Software Support Agent helps users restore normal access and understand software features through clear, step-by-step assistance. This position sits within the technical support team, works under a technical support team lead, and collaborates with users and senior support specialists. The position is fully remote and desk-based, allowing you to work from home in New York, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

• Receive software support requests through an assigned ticket queue and email, using a support platform such as Freshdesk to organize incoming questions and updates.
• Confirm the affected application, device operating system, browser version, error message, and business impact before selecting the appropriate troubleshooting steps for each request.
• Review existing ticket history and approved support articles to understand previous attempts, avoid repeated instructions, and identify known issues affecting the reported software behavior.
• Guide users through approved account access steps, browser checks, application settings, and basic software installation checks without requesting passwords or other sensitive credentials.
• Reproduce reported problems when possible using approved test procedures, distinguishing user setup questions from recurring application errors that need further technical investigation.
• Record symptoms, checks performed, user responses, and results in the support ticket so another team member can continue assistance without restarting the investigation.
• Explain recommended next steps in plain language, checking that users understand the instructions and can confirm whether the application is working as expected.
• Escalate unresolved errors, recurring access failures, or issues outside approved troubleshooting guidance to senior support specialists, including relevant findings and the attempted steps.
• Follow up on pending tickets when users provide requested details or specialists return guidance, then confirm the outcome before marking the request resolved.
• Meet quality expectations through accurate troubleshooting, timely responses, complete ticket notes, appropriate escalation, and consistent follow-up; discuss recurring gaps with the technical support team lead.

Qualifications

• High school diploma or equivalent.
• No experience required; related software support, help desk, or customer assistance experience preferred.
• Basic understanding of desktop operating systems, web browsers, application settings, and common software access issues.
• Familiarity with a support platform such as Freshdesk preferred, including ticket updates, request categorization, and searching previous support interactions.
• Ability to follow troubleshooting instructions carefully, compare reported symptoms with guidance, and recognize when additional assistance is needed.
• Clear written and verbal communication, with patience when explaining unfamiliar technical steps to users with different levels of software knowledge.
• A reliable computer, high-speed internet, and a quiet private workspace suitable for remote support conversations and focused ticket work.
• Availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.

Benefits

• Fully remote, desk-based work from home supporting software users through established digital channels.
• Structured onboarding and training on approved troubleshooting procedures and a support platform such as Freshdesk.
• Regular check-ins with the technical support team lead to review questions, ticket quality, and development needs.
• Opportunities to build application support, technical documentation, remote troubleshooting, and user communication skills through practical daily work.
• Health coverage, paid leave, a 401(k), maternity leave, and stipends.