Virtual Help Desk Assistant

About the Company

Google’s mission is to organize the world’s information and make it universally accessible and useful. As a global technology leader, Google operates across various sectors, from search and cloud computing to AI and hardware. We are committed to fostering innovation and supporting our users worldwide through cutting-edge technology and exceptional customer service. Join a team that values creativity, collaboration, and a dedication to making a positive impact.

Job Description

We are seeking a proactive and customer-focused Virtual Help Desk Assistant to join our dynamic support team on a part-time basis. This is a 100% remote position, offering flexible hours to accommodate your schedule. The ideal candidate will provide first-line technical support and customer service to our users, troubleshoot common issues, and escalate complex problems to senior support staff. You will play a crucial role in ensuring a seamless and positive experience for our users, embodying Google’s commitment to excellence and user satisfaction. If you have a passion for technology, excellent communication skills, and enjoy solving problems, we encourage you to apply.

Key Responsibilities

• Provide prompt and professional technical assistance to users via chat, email, and virtual communication tools.
• Diagnose and resolve common hardware and software issues, account queries, and application problems.
• Document all support interactions, resolutions, and escalations accurately in our ticketing system.
• Escalate complex or unresolved issues to appropriate internal teams while maintaining clear communication with users.
• Guide users through step-by-step solutions, ensuring a clear understanding of the resolution.
• Maintain up-to-date knowledge of Google products, services, and support procedures.
• Contribute to the creation and improvement of knowledge base articles and support documentation.

Required Skills

• Excellent written and verbal communication skills in English.
• Proven experience in a customer service or help desk role.
• Strong problem-solving and troubleshooting abilities.
• Proficiency with common operating systems (Windows, macOS) and web browsers.
• Ability to work independently and manage time effectively in a remote environment.
• High school diploma or equivalent.

Preferred Qualifications

• Experience with ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
• Familiarity with Google Workspace (Gmail, Drive, Docs, Calendar).
• Basic understanding of network connectivity and common software applications.
• Associate's or Bachelor's degree in IT, Computer Science, or a related field.
• Fluency in additional languages relevant to our user base in the region (e.g., Swahili).

Perks & Benefits

• Flexible part-time hours.
• Fully remote work opportunity.
• Access to Google's extensive learning and development resources.
• Opportunity to work with a world-leading technology company.
• Support for home office setup (e.g., stipend for internet, equipment).
• Collaborative and inclusive team environment.

Apply Now