Experienced Full-Time Associate Technician for IT Help Desk and Technical Support at Wayfair - Remote Chat Jobs in Georgia, USA

Job Summary Are you a tech-savvy individual with a passion for delivering exceptional customer service? Do you have a knack for troubleshooting and resolving technical issues? Wayfair, a leading American e-commerce company specializing in home goods and furniture, is seeking an experienced Associate Technician to join our IT Help Desk team. As a key member of our Employee Technology crew, you will serve as the first technical touchpoint for end-users, providing top-notch support and ensuring a seamless experience. This is an exciting opportunity to work remotely in Georgia, USA, and be part of a dynamic team that values innovation, customer satisfaction, and employee growth. About Wayfair Founded in 2002, Wayfair has grown to become one of the largest online retailers in the United States, offering an extensive selection of furniture, decor, appliances, and other household items. Our company is built on a foundation of customer-centricity, and we're committed to providing an exceptional shopping experience through our user-friendly website, competitive pricing, and reliable delivery services. Key Responsibilities Serve as the first line of contact for end-users, providing best-in-class customer service, issue resolution, and technical troubleshooting via phone, ticketing system, chat, and IT Slack channels. Interact with end-users in a courteous, friendly, and professional manner, actively listening to their needs and concerns, and demonstrating empathy. Utilize available resources to research, analyze, and prioritize calls and chats from end-users experiencing issues with hardware, software, and other computer-related problems. Ensure accurate documentation of issues and maintain the Service Now ticketing system, including priority and category. Determine the correct category of issue and route tickets to the appropriate resolution team. Resolve problems within your skill set, such as basic troubleshooting, account resets, and identifying apparent hardware failures. Advise and work with end-users on basic preemptive troubleshooting tasks before escalating tickets to the next tier for further resolution. Route authorized requests for hardware, track hardware requests' status on behalf of end-users, and provide proactive communication and updates on ticket status. Essential Qualifications Bachelor's degree in a related field. Knowledge of basic computer operations (Windows / Apple). Experience working as part of a team and independently. Strong interpersonal and communication skills, both written and verbal, when interacting with various audiences, such as business customers, technical customers, developers, etc. Experience responding to customer support requests. Good time management skills to ensure commitments are met within the time limit. A willingness to learn and develop skills to adapt to a changing technology landscape. Preferred Qualifications Previous experience in an IT help desk or technical support role. Familiarity with IT service management tools and software. Excellent problem-solving and analytical skills. Ability to work in a fast-paced environment and prioritize multiple tasks. What You'll Need to Succeed To excel in this role, you'll need to possess excellent technical, communication, and interpersonal skills. You should be proactive, empathetic, and able to work independently and as part of a team. A passion for delivering exceptional customer service and a willingness to learn and adapt to new technologies are essential for success. Career Growth Opportunities and Learning Benefits At Wayfair, we're committed to the growth and development of our employees. This role offers opportunities to learn and develop new skills, work with cutting-edge technologies, and advance within the company. You'll have access to training and development programs, mentorship, and career guidance to help you achieve your professional goals. Work Environment and Company Culture Wayfair is a dynamic and innovative company that values customer satisfaction, employee growth, and teamwork. We offer a flexible and remote work environment, allowing you to work from the comfort of your own home. Our company culture is built on a foundation of respect, empathy, and collaboration, and we're committed to creating a workplace that's inclusive, diverse, and fun. Compensation, Perks, and Benefits We offer a competitive salary range of $20-$30 per hour, depending on experience. As a Wayfair employee, you'll also have access to a comprehensive benefits package, including: Medical, dental, and vision insurance. 401(k) matching program. Paid time off and holidays. Opportunities for career growth and professional development. A dynamic and supportive work environment. Why Join Wayfair? By joining Wayfair's IT Help Desk team, you'll have the opportunity to work with a leading e-commerce company, deliver exceptional customer service, and develop new skills. You'll be part of a dynamic team that's passionate about innovation, customer satisfaction, and employee growth. If you're a tech-savvy individual with a passion for customer service, we encourage you to apply for this exciting opportunity. How to Apply If you're excited about this opportunity and think you'd be a great fit for Wayfair's IT Help Desk team, please submit your application, including your resume and a cover letter, through our website. We can't wait to hear from you!