Trivium Packaging is a global sustainability leader in metal packaging with more than 60 locations worldwide, nearly 8,000 employees, and an annual revenue of approximately €3.0 billion. Trivium serves a diverse range of customers in a variety of end markets such as food, seafood, pet food, nutrition, beauty and personal care, household care, and premium beverages.
Trivium wants to shape the industry and has embarked on an ambitious transformation journey. In the near term, focus is on building & upskilling the team, deciding where to play & how to win, and increasing financial performance by executing the Trivium Business System (commercial, operational, and supply chain excellence). Sustainability is embedded in our materials and in our actions. Trivium has ambitious sustainability targets and focuses exclusively on products that are infinitely recyclable. Our company sustainability journey has been awarded with a Platinum medal by EcoVadis, the world’s leading rating agent who allocated this award only to the top 1% of the >75000 companies reviewed. Sustainability is embedded in each and every function at Trivium, it‘s in our DNA. The global head office is at Amsterdam Airport; however, many people work in virtual teams from different countries. Our culture is results-driven, entrepreneurial, informal, and highly multicultural. Our people have a high degree of responsibility.
As a Virtual Help Desk Support Specialist, you will be responsible for providing high-quality technical support to our clients via multiple channels, including phone, email, and chat. You will troubleshoot and resolve issues, guide users through solutions, and ensure customer satisfaction. This is an excellent opportunity for individuals who are tech-savvy and passionate about helping others.

Responsibilities:

• Respond to customer inquiries and issues in a timely manner through various communication channels (phone, email, live chat).
• Diagnose and troubleshoot hardware and software issues for clients effectively.
• Provide step-by-step guidance to users for resolving technical problems.
• Document customer interactions and technical issues in the help desk ticketing system.
• Collaborate with other team members to escalate complex issues when necessary.
• Maintain a knowledge base of common issues and solutions to improve response times.
• Stay up-to-date with the latest technology trends and product updates.
• Provide feedback and suggestions for process improvements based on customer interactions.
• Assist in onboarding new clients and providing training on software and tools.
• Ensure a high level of customer satisfaction and professionalism in all interactions.

Qualifications:

• High school diploma or equivalent; degree in a related field preferred.
• Proven experience in a help desk or technical support role.
• Strong knowledge of computer hardware, software, and common operating systems (Windows, Mac, Linux).
• Excellent problem-solving skills and attention to detail.
• Strong verbal and written communication skills.
• Ability to work independently and manage time effectively in a remote environment.
• Experience with help desk software and ticketing systems is a plus.
• Customer service-oriented mindset with a passion for helping others.

THE PAY RANGE FOR THIS ROLE IS:

28 - 33 USD per hour(Remote (Savannah, Georgia, US)

Responsibilities:

• Respond to customer inquiries and issues in a timely manner through various communication channels (phone, email, live chat).
• Diagnose and troubleshoot hardware and software issues for clients effectively.
• Provide step-by-step guidance to users for resolving technical problems.
• Document customer interactions and technical issues in the help desk ticketing system.
• Collaborate with other team members to escalate complex issues when necessary.
• Maintain a knowledge base of common issues and solutions to improve response times.
• Stay up-to-date with the latest technology trends and product updates.
• Provide feedback and suggestions for process improvements based on customer interactions.
• Assist in onboarding new clients and providing training on software and tools.
• Ensure a high level of customer satisfaction and professionalism in all interactions