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.
Responsibilities
- Provide Level 1 technical support via voice (calls) and non-voice (chat/email) channels
- Handle incoming customer interactions related to registration, logon issues, website/app navigation, and basic technical troubleshooting
- Support users on websites and mobile applications with a strong focus on first-call resolution
- Troubleshoot common browser and mobile app issues, including cache, cookies, and session-related problems
- Log, track, and manage incidents using standard ticketing systems, ensuring timely updates and resolution
- Deliver high-quality customer service with empathy, professionalism, and efficiency
Skills
- Excellent verbal and written communication skills for both voice and non-voice support
- Strong customer service orientation with empathetic handling of end users
- Basic Level 1 technical troubleshooting skills (web browsers, mobile apps)
- Understanding of browser functionalities such as cache, cookies, and private/incognito mode
- Proficiency 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 efficiently
- Basic understanding of helpdesk operations and incident management processes
- Familiarity with website navigation and mobile application support
- Awareness of common end-user technical issues and troubleshooting approaches
- Understanding of IT service management concepts (ticketing, SLAs, escalation)
- 0–3 years of experience in a helpdesk, customer support, or technical support role
- Bachelor's degree or equivalent work experience preferred
- Relevant certifications (e.g., ITIL Foundation) are a plus but not mandatory
- Experience in voice and non-voice customer support environments preferred
Benefits
- 10 days of paid vacation per year
- 6 days of paid sick leave each year
- 10 paid holidays
- Paid bereavement leave
- Jury duty
- 401(k) Retirement Plan with employer matching
- Medical, dental, and vision insurance
- Basic life insurance
- Accidental death and disability insurance
- Short- and long-term disability benefits
- Additional voluntary short-term disability benefits
- Health Savings Account (HSA)
- Flexible Spending Account (FSA) for healthcare, dependent child care, and/or commuting expenses
Company Overview
UST 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 Sponsorship
UST 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.