Technical Support Agent

About This Role

The Mountain Lion Foundation is looking for a dependable and customer-focused Technical Support Agent to provide remote technical assistance to employees, volunteers, members, supporters, and other authorized users. In this role, you will be the first point of contact for routine technical questions and issues, helping users troubleshoot problems, navigate software and online systems, and maintain reliable access to the tools they need to perform their work.

The ideal candidate will combine strong technical troubleshooting skills with excellent communication and customer service abilities. You should be patient, organized, resourceful, and comfortable explaining technical concepts in clear, easy-to-understand language.

Key Responsibilities

• Respond to technical support requests through email, chat, phone, or designated support systems.
• Troubleshoot common hardware, software, account-access, connectivity, and application issues.
• Provide clear, step-by-step guidance to users with varying levels of technical experience.
• Assist users with password resets, account access, software configuration, and basic system navigation.
• Diagnose technical issues and determine appropriate solutions or escalation paths.
• Document support requests, troubleshooting steps, resolutions, and follow-up activities accurately.
• Monitor outstanding support requests and follow up to ensure timely resolution.
• Escalate complex or unresolved technical issues to the appropriate internal resource or service provider.
• Assist with onboarding and basic technology setup for remote employees and authorized users.
• Help maintain accurate records of equipment, software, user accounts, and technical resources as assigned.
• Follow established cybersecurity, privacy, data-protection, and technology-use procedures.
• Identify recurring technical problems and recommend improvements to reduce future support requests.
• Create or update basic technical instructions, FAQs, and troubleshooting documentation.
• Stay familiar with the organization's approved software, communication platforms, and digital tools.
• Maintain a professional, patient, and service-oriented approach in every user interaction.
• Perform other technology-support and administrative duties as reasonably assigned.

Qualifications

Required Qualifications

• Strong customer service and interpersonal communication skills.
• Excellent verbal and written communication skills.
• Demonstrated ability to troubleshoot common technical issues.
• Strong problem-solving and analytical skills.
• Ability to explain technical information clearly to non-technical users.
• Strong attention to detail and organizational skills.
• Ability to prioritize multiple support requests and manage time effectively.
• Ability to work independently in a fully remote environment.
• Comfortable learning new software, systems, and technologies.
• Basic understanding of computers, operating systems, internet connectivity, email, and common business applications.
• Reliable internet access and an appropriate remote workspace.
• Commitment to maintaining confidentiality and protecting sensitive information.

Preferred Qualifications

• Previous experience in a technical support, help desk, IT support, customer support, or similar role.
• Experience supporting remote employees or distributed teams.
• Familiarity with help-desk or ticketing systems.
• Experience with Microsoft 365, Google Workspace, Zoom, Microsoft Teams, or similar collaboration tools.
• Familiarity with basic account-management and troubleshooting procedures.
• Experience creating technical documentation or user guides.
• Experience working for a nonprofit or mission-driven organization.
• Interest in wildlife conservation, environmental protection, or nonprofit work.

Equivalent combinations of education, training, and relevant experience may be considered.

What Success Looks Like

Success in this role means providing reliable, timely, and professional technical assistance while helping users feel supported and confident using the organization's technology. A successful Technical Support Agent will:

• Resolve routine technical issues efficiently.
• Communicate clearly and respectfully with users.
• Keep accurate support documentation and records.
• Follow established security and privacy procedures.
• Recognize when an issue requires escalation.
• Follow through on outstanding support requests.
• Identify recurring problems and suggest practical improvements.
• Adapt quickly to new technology and organizational systems.
• Maintain a high standard of professionalism while working remotely.

Work Environment

This is a 100% remote position. The Technical Support Agent will work from an appropriate remote workspace and communicate with colleagues and users through email, phone, chat, video conferencing, and other approved digital platforms. The position requires regular computer use and may involve assisting users across different locations and time zones. The successful candidate should be comfortable working independently while maintaining effective communication and collaboration with a distributed team. Reasonable accommodations will be considered for qualified individuals with disabilities in accordance with applicable law.