Virtual Help Desk Support Specialist at Faber Industries, LLC – Toledo, Ohio

Hausmann is an innovative, relationship-driven commercial construction firm with high-quality projects across all market types. Operating in eight states with six corporate offices, we specialize in construction management, design build, and general contracting services—with the added advantage of self-perform capabilities. What started as a small local company has grown into one of the region's most trusted builders, nationally recognized on the ENR Top 400 Contractors list.

We are seeking a detail-oriented and customer-focused Virtual Help Desk Support Specialist to join our remote support team. The ideal candidate will possess a strong understanding of technical support processes and exhibit excellent communication skills to assist clients with their inquiries and technical issues effectively. You will be the first point of contact for clients seeking assistance and will play a crucial role in ensuring their satisfaction.

Responsibilities:

• Provide exceptional support to clients via various communication channels including phone, email, and chat.
• Diagnose and troubleshoot technical issues related to software, hardware, and network connectivity.
• Assist clients with account management, software installation, and troubleshooting procedures.
• Document client interactions and maintain accurate records of issues and resolutions in the help desk ticketing system.
• Collaborate with other team members and technical staff to escalate complex issues and ensure timely resolution.
• Maintain knowledge of company products, services, and policies to provide accurate information and support to clients.
• Conduct follow-up communications with clients to ensure issues have been resolved to their satisfaction.
• Participate in training and development programs to enhance skills and knowledge in technical support.

Qualifications:

• High school diploma or equivalent; associate's or bachelor's degree in a related field is a plus.
• Previous experience in a help desk or technical support role preferred.
• Strong troubleshooting skills and the ability to solve problems efficiently.
• Excellent verbal and written communication skills with a customer-centric approach.
• Familiarity with help desk software and remote desktop tools.
• Ability to work independently and manage time effectively in a remote environment.
• Knowledge of common operating systems (Windows, macOS, Linux) and software applications.
• Technical certifications (e.g., CompTIA A+, ITIL) are a plus but not required.