Job Summary

SupportLogic America is seeking a highly motivated Remote Support Analyst (Entry Level) to join our growing team. This role is ideal for individuals who are passionate about technology, enjoy problem-solving, and are committed to delivering exceptional customer service. As a Remote Support Analyst, you will serve as the first point of contact for clients, assisting them with technical issues, troubleshooting, and providing timely solutions while maintaining a high standard of professionalism and empathy. This is an exciting opportunity for those looking to kick-start a career in IT support within a dynamic and supportive environment.

Key Responsibilities

• Respond promptly and effectively to incoming support requests via email, chat, and phone.

• Troubleshoot technical issues related to software, hardware, and network systems.

• Document and track all support requests accurately in the company’s ticketing system.

• Collaborate with senior support staff and escalate issues as necessary to ensure timely resolution.

• Provide clear guidance and instructions to clients to resolve technical issues independently.

• Maintain up-to-date knowledge of company products, services, and procedures.

• Contribute to the creation and improvement of support documentation and FAQs.

• Assist in identifying recurring issues and provide feedback to improve processes and service quality.

Required Skills and Qualifications

• High school diploma or equivalent; associate or bachelor’s degree in IT, Computer Science, or related field is a plus.

• Strong communication skills, both verbal and written, with the ability to explain technical concepts clearly.

• Basic understanding of operating systems (Windows, macOS) and common office software.

• Familiarity with networking fundamentals and troubleshooting techniques.

• Strong problem-solving skills and attention to detail.

• Ability to work independently in a remote environment while maintaining accountability and productivity.

• Customer-focused mindset with patience and empathy for end users.

Experience

• Prior experience in technical support, customer service, or IT helpdesk is preferred but not required.

• Entry-level candidates with relevant technical knowledge and strong soft skills are encouraged to apply.

Working Hours

• Full-time position with flexible remote working hours.

• May require occasional shifts outside standard business hours to accommodate clients across multiple time zones.

Knowledge, Skills, and Abilities

• Proficiency in troubleshooting software and hardware issues.

• Ability to quickly learn new technologies and software platforms.

• Strong organizational skills with the ability to manage multiple tasks simultaneously.

• Professional and courteous demeanor when dealing with clients.

• Comfortable using remote support tools and ticketing systems.

Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance.

• Paid time off, sick leave, and holidays.

• Professional development and training opportunities.

• Work-from-home flexibility with a supportive team culture.

• Access to wellness programs and employee assistance initiatives.

Why Join SupportLogic America?

SupportLogic America is dedicated to providing an empowering work environment where employees can grow professionally while contributing to an innovative technology-driven company. Joining our team means being part of a culture that values collaboration, continuous learning, and recognition for your contributions. We are committed to nurturing talent, supporting career advancement, and offering meaningful opportunities for entry-level professionals to thrive in IT and technical support roles.

How to Apply

Interested candidates should submit their resume and a brief cover letter highlighting relevant skills and motivation to join SupportLogic America. Applications can be sent via our career portal or by email to us with the subject line: “Remote Support Analyst – Entry Level Application.”