EUS Support Specialist

***This a fully remote freelance/contract position. Please see below for more details.

About the Role:

eSkillz is seeking a Support Specialist to join our End-User Support team. In this role, you’ll serve as Tier 1 support for users needing assistance with their Learning Management System (LMS) or other software. You’ll be part of a global team providing 24/7/365 support to users around the world. Your primary responsibility will be helping end users troubleshoot issues so they can stay on track with their required training. Most interactions will occur via live chat, where you’ll manage multiple conversations simultaneously, with additional support provided through tickets and phone calls as needed. This is an hourly contractor role that is not eligible for benefits. We pay on a monthly cadence based on hours worked.  

What you'll do:

• Spend most of your time actively responding to users in real-time via chat or processing support tickets. 

• Monitor email and Microsoft Teams messages to assist team members. 

• Review updates to Knowledge Base articles and client communications on new policies and procedures to better support the team. 

• Maintain key performance indicators (KPIs). 

• Represent eSkillz and the client professionally in all interactions. 

• Attend meetings and training sessions as required. 

• Monitor user trends, flag unusual activity, and report findings to management. 

What you'll need:

• Excellent written and verbal communication skills in English. 

• Strong problem-solving and research skills to quickly identify solutions. We support over 30 clients, each with unique requirements. 

• Outstanding customer service skills, including professionalism, courtesy, and patience. 

• Empathy and adaptability to assist users with varying levels of technical experience. 

• Reliability and punctuality—your team depends on you for shift coverage and breaks. 

• Must have your own computer with reliable high-speed internet access. 

• • Minimum of 16 GB of RAM. 

• A focused workspace free from distractions.   

• A proactive mindset to identify opportunities for improving support processes. 

Bonus points if you have:

• Experience providing Tier 1 end-user support. 

• Familiarity with chat-based and ticket-based customer service or technical support. 

• Multilingual abilities. 

• Experience in public speaking or delivering presentations. 

• Technical or IT troubleshooting experience.

Note:  

• End User support is a 24/7/365 operation, shifts may include weekends, nights, and holidays.  

• This position is a contract position that is paid hourly, and time off is unpaid. This position is not eligible for benefits.   

• There is a 90-day training program conducted Monday through Friday during standard United States East Coast business hours. Once the training program is completed, you will transition to your full-time schedule.