​This is a full-time, remote Helpdesk Analyst (Associate II) role at UST, a digital technology solutions company. The analyst will provide Level 1 technical support primarily via voice and non-voice channels, focusing on assisting external members with website and mobile application issues, particularly around account access and basic troubleshooting.

• ​Location: Remote (Virginia openings mentioned, but compensation range applies to remote US).
• ​Compensation Range: $48,000 – $72,000 annually.
• ​Experience: 8+ years of experience (Note: This is a high experience requirement for an Associate II/Level 1 role).
• ​Schedule: 9-hour shift (including a 1-hour break) during scheduled work hours between 8 AM – 8 PM EST.
• ​Focus: Website/mobile app troubleshooting (login, navigation, browser issues), incident tracking using helpdesk management tools, and delivering empathetic customer service.

​The Opportunity: Level 1 Technical Support and Customer Service

​The primary function of this role is to be the first point of contact for external members requiring technical assistance with UST’s client-related platforms.

• ​Level 1 Support: Provide Level 1 technical support via voice and non-voice channels.
• ​Issue Focus: Assist external members with website-related issues including account registration, login, password resets, and navigation.
• ​Basic Troubleshooting: Troubleshoot common user issues such as browser issues (e.g., clearing cache and cookies) and mobile app functionality.
• ​Tool Utilization: Use helpdesk management tools to track, resolve, and escalate incidents as needed.
• ​Documentation: Document issues and resolutions accurately using MS Office Suite.
• ​Service Delivery: Deliver support with empathy and professionalism, ensuring a positive user experience.

​Required Skills and Experience

​The position demands extensive prior experience in support and strong soft skills for effective client interaction.

• ​Experience: 8+ years of experience in total, including prior helpdesk or customer support experience.
• ​Communication: Strong verbal communication and active listening skills.
• ​Technical Basics: Basic technical troubleshooting skills for browsers and mobile apps.
• ​Tool Proficiency: Proficiency in MS Office Suite and experience with helpdesk management systems.
• ​Autonomy: Ability to work independently and manage multiple support requests.
• ​Soft Skills: Strong documentation and organizational skills, and familiarity with website and mobile app user experience.