IT Helpdesk Specialist

U.S.-Based Technology Startup Seeking IT Helpdesk Specialists

Location: Remote (Applicants Must Be Based in the Philippines)

Terms: Full-time, Independent contractor

Compensation: $7/hr, negotiable based on experience

Time-Zone: U.S. Eastern Time (EST)

Hours: Full-time (Monday to Friday, Saturday coverage as needed)

Shift Schedule:

• Monday-Friday:
• Start: 3:30 AM EDT (corresponds to 3:30 PM Philippine Time)
• End: 12:30 PM EDT (corresponds to 12:30 AM Philippine Time)
• Saturday: Possible shift based on business need (hours TBD)

ABOUT THE ROLE:

A fast-growing U.S.-based technology startup building innovative software and hardware solutions across IoT, enterprise software, and automation is looking for IT Helpdesk Specialists. The business now serves customers across North America, South Africa, Australia, and New Zealand. As the customer base grows, the support team needs broader coverage outside traditional U.S. business hours while allowing Customer Success Managers to spend more time on customer growth and expansion instead of reactive support.

This role will serve as the first line of defense for customer support. You'll primarily respond to inbound chat requests, resolve Tier 1 issues, troubleshoot hardware-related problems, and escalate more technical product issues to the appropriate internal teams via Pylon and Intercom. This is a highly execution-focused role designed around responsiveness, fast resolution times, and delivering an excellent customer experience.

ABOUT YOU:

• You enjoy solving complex technical issues and getting to the root cause of hardware-related problems.
• You thrive in fast-paced environments where critical thinking and hands-on troubleshooting are essential.
• You take ownership of support cases and are committed to delivering timely, high-quality resolutions.
• You communicate clearly with customers while collaborating effectively with internal technical teams.
• You enjoy diagnosing issues, improving support processes, and creating a seamless experience for enterprise customers.

RESPONSIBILITIES:

• Respond to customer inquiries via Intercom, Pylon, and email, ensuring all interactions are handled professionally, with empathy, and aligned with premium service standards.
• Leverage AI-powered support tools and knowledge bases to improve the customer experience and make it easier for CSMs to upsell services.
• Become an expert in the firm's software product, its use cases for customers, and how the company helps customers operate more efficiently and improve business outcomes.
• Configure and integrate customer hardware to support the firm's software platform (such as IP cameras, scales, and printers).
• Verify the customer experience, coordinate with the relevant engineering and implementation teams, and resolve issues quickly to minimize service disruptions.
• Share updates, flag recurring issues, and assist in implementing process improvements that enhance service delivery and operational efficiency.
• Be adaptable to changing processes, help refine operational practices, and consistently deliver results in a fast-paced environment.

Requirements

• At least 3+ years of experience in a customer-facing support role, preferably in IT helpdesk, hardware support, IoT support, or a related technical function in a SaaS environment.
• At least 1 year of experience working with a technology startup (ideally U.S.- or Australia-based).
• Prior experience working with the Windows operating system, remote desktop software, and other software/IT tools such as Intercom.
• Exceptional English proficiency (C2 level preferred), with excellent written communication skills.
• Experience installing and setting up hardware (e.g., printers and cameras).
• A customer-first mindset with a bias toward action.
• Highly organized and detail-oriented.
• Demonstrated ability to work in a fast-paced, dynamic environment.
• Bachelor's degree or higher (summa cum laude, magna cum laude, cum laude, and/or Academic Scholar from a reputable college preferred).

PREFERRED QUALIFICATIONS:

• Familiarity with systems such as Intercom, Pylon, and Google Sheets.
• Experience working in a physical IT helpdesk, troubleshooting hardware such as printers.
• Experience working with U.S.-based enterprise SaaS startups.

Benefits

At Anavah Talent, we’re all about helping you find your God-given space at a U.S. Company. And, we know work is more than just a paycheck, which is why we support work-life balance, well-being, and growth. Here’s what you can look forward to as part of the Anavah Talent Community!

• Competitive Compensation – We recognize your skills and experience with a great compensation package.
• Regular Payday in USD – Twice per month, we send USD right to your bank account.
• Company-Provided Laptop – We’ll provide the equipment you need to do your best work.
• Work Remotely, Forever - Save on the commute and work from home, wherever that is in the world.
• Milestone Gifts & Birthday Treats – We celebrate your achievements and make your special day even better!
• Exciting Team Experiences – Think team offsites, meetups, virtual town halls, and even international paid travel.
• Stay Connected – Be part of a supportive network where you can learn, grow, and connect with amazing people.
• Global Networking - Work with top international teams across 12 countries around the world.
• Mentorship, Advocacy and Support - We stay in the room and advocate for you every step of the way.
• Promotions and Increases - Perform and earn more with raises, promotions, and scope-increases.