Job Summary

The Elite Job, in partnership with Amazon Work From Home initiatives, is seeking a detail-oriented Technical Support Analyst (Tier 1) to provide first-level technical assistance to customers via chat, email, or remote access. This role is ideal for tech-savvy individuals with excellent problem-solving skills and a passion for delivering high-quality customer service. You will serve as the first point of contact for end-users, diagnosing issues, providing solutions, and ensuring customer satisfaction in a fast-paced, remote environment.

Key Responsibilities

• Respond to incoming technical support requests through chat, email, or ticketing systems.

• Diagnose and troubleshoot software, hardware, and network-related issues.

• Provide step-by-step guidance to resolve technical problems efficiently and courteously.

• Escalate complex issues to Tier 2/3 support teams when necessary.

• Maintain accurate documentation of customer interactions, issues, and resolutions.

• Monitor system alerts and respond promptly to ensure uninterrupted service.

• Follow up with customers to ensure satisfactory resolution of issues.

• Contribute to knowledge base articles and improve internal support documentation.

• Collaborate with cross-functional teams to enhance customer experience and technical efficiency.

Required Skills and Qualifications

• Bachelors degree in Information Technology, Computer Science, or related field (or equivalent practical experience).

• Strong understanding of operating systems (Windows, macOS, Linux basics).

• Basic networking knowledge (DNS, IP configuration, VPNs).

• Proficiency in troubleshooting software and hardware issues.

• Excellent written and verbal communication skills in English.

• Ability to multitask and manage time effectively in a remote work setting.

• Strong analytical and problem-solving abilities.

• Familiarity with ticketing systems such as Zendesk, Freshdesk, or ServiceNow is preferred.

Experience

• Minimum of 1–2 years of experience in a technical support or helpdesk role (preferably remote).

• Experience in customer service and remote troubleshooting tools (TeamViewer, AnyDesk, etc.) is highly desirable.

• Fresh graduates with strong technical aptitude and communication skills are encouraged to apply.

Working Hours

• Flexible shifts based on global support coverage — typically 8-hour shifts between Monday to Friday.

• Weekend or on-call rotation may be required occasionally.

• Fully remote role – candidates must have a reliable internet connection and a quiet home workspace.

Knowledge, Skills, and Abilities

• Strong customer orientation with empathy and patience.

• Ability to work independently and as part of a distributed team.

• Adaptable to new technologies and evolving support tools.

• Strong attention to detail and accuracy in documentation.

• Continuous learner mindset with interest in IT and customer service excellence.

Benefits

• Competitive pay structure with performance-based incentives.

• Work-from-home flexibility with full technical setup support.

• Paid training and career development opportunities.

• Health insurance and wellness benefits (where applicable).

• Employee assistance program and access to learning resources.

• Opportunity to grow into higher-tier technical or managerial roles.

Why Join The Elite Job

At The Elite Job, we believe in empowering our remote workforce through innovation, support, and growth. As a Technical Support Analyst, you will not only help customers solve problems—you will help shape their digital experience. Our global team thrives on collaboration, learning, and technology-driven excellence. Join us to build a rewarding career with the flexibility to work from anywhere while making a real impact every day.

How to Apply

Interested candidates are encouraged to submit their updated resume along with a brief cover letter highlighting relevant experience and technical expertise.
Apply directly through The Elite Job career portal or send your application via email to us with the subject line: Application – Technical Support Analyst (Tier 1).