[Remote] Helpdesk Analyst (Voice & Non-Voice Support)

Note: The job is a remote job and is open to candidates in USA. UST is a mission-driven company that transforms lives through technology. They are seeking a Helpdesk Analyst to provide Level 1 technical support via voice and non-voice channels, focusing on customer interactions related to technical troubleshooting and issue resolution.ResponsibilitiesProvide Level 1 technical support via voice (calls) and non-voice (chat/email) channelsHandle incoming customer interactions related to registration, logon issues, website/app navigation, and basic technical troubleshootingSupport users on websites and mobile applications with a strong focus on first-call resolutionTroubleshoot common browser and mobile app issues, including cache, cookies, and session-related problemsLog, track, and manage incidents using standard ticketing systems, ensuring timely updates and resolutionDeliver high-quality customer service with empathy, professionalism, and efficiencySkillsExcellent verbal and written communication skills for both voice and non-voice supportStrong customer service orientation with empathetic handling of end usersBasic Level 1 technical troubleshooting skills (web browsers, mobile apps)Understanding of browser functionalities such as cache, cookies, and private/incognito modeProficiency in using web browsers and mobile devices (iOS/Android)Familiarity with MS Office Suite (Word, Excel, Outlook)Ability to multitask and handle multiple customer interactions efficientlyBasic understanding of helpdesk operations and incident management processesFamiliarity with website navigation and mobile application supportAwareness of common end-user technical issues and troubleshooting approachesUnderstanding of IT service management concepts (ticketing, SLAs, escalation)0–3 years of experience in a helpdesk, customer support, or technical support roleBachelor's degree or equivalent work experience preferredRelevant certifications (e.g., ITIL Foundation) are a plus but not mandatoryExperience in voice and non-voice customer support environments preferredBenefits10 days of paid vacation per year6 days of paid sick leave each year10 paid holidaysPaid bereavement leaveJury duty401(k) Retirement Plan with employer matchingMedical, dental, and vision insuranceBasic life insuranceAccidental death and disability insuranceShort- and long-term disability benefitsAdditional voluntary short-term disability benefitsHealth Savings Account (HSA)Flexible Spending Account (FSA) for healthcare, dependent child care, and/or commuting expensesCompany OverviewUST is a Digital Transformations Solutions Provider. It was founded in 1999, and is headquartered in Aliso Viejo, California, USA, with a workforce of 10001+ employees. Its website is https://www.ust.com.Company H1B SponsorshipUST has a track record of offering H1B sponsorships, with 870 in 2025, 800 in 2024, 647 in 2023, 634 in 2022, 612 in 2021, 984 in 2020. Please note that this does not guarantee sponsorship for this specific role.



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