Helpdesk Analyst

Helpdesk Analyst

The Role

The Helpdesk Analyst will provide high-quality customer and technical support through voice and non-voice channels, including incoming calls and chats.

The role will primarily support users with registration/login, website and mobile application navigation, and basic technical troubleshooting.

What You'll Do

* Handle incoming customer queries through voice and non-voice channels, including calls and chats.

* Provide professional, empathetic, and efficient customer service while ensuring a positive user experience.

* Assist users with: Registration and account access Login/logon-related issues Website navigation Mobile application navigation General technical issues Troubleshoot common web browser issues, including: Cache and cookie-related problems Private/Incognito browsing Browser settings and compatibility Basic website loading and access issues

* Support customers using websites and mobile applications across common browsers and mobile devices.

* Accurately record, categorize, track, and update incidents/service requests.

* Escalate unresolved or complex technical issues to the appropriate support teams based on established procedures.

* Maintain accurate documentation of customer interactions, troubleshooting performed, and issue resolution.

* Follow defined processes, knowledge articles, standard operating procedures, and service quality guidelines.

* Protect customer information and follow applicable data privacy and information-security requirements.

* Meet established operational expectations for response quality, customer experience, productivity, and issue resolution.

This position description identifies the responsibilities and tasks typically associated with the performance of the position. Other relevant essential functions may be required.

What You Need

* Excellent verbal and written communication skills.

* Strong customer-service skills with the ability to demonstrate empathy, patience, professionalism, and active listening.

* Experience or ability to handle both voice and non-voice helpdesk interactions.

* Good understanding of web browsers and mobile devices.

* Ability to troubleshoot: Cache and cookies

* Private/Incognito windows

* Browser-related issues

* Basic login and navigation problems

* Good incident reporting, documentation, and tracking skills.

* Proficiency in Microsoft Office Suite, including Word, Excel, Outlook, and PowerPoint.

* Ability to understand technical issues and explain solutions to customers in simple, clear language.

* Strong attention to detail and problem-solving ability.

* Ability to follow defined processes and work effectively in a team-oriented support environment.

Location & Compensation

Compensation can differ depending on factors including but not limited to the specific office location, role, skill set, education, and level of experience. UST provides a reasonable range of compensation for roles that may be hired in various U.S. markets as set forth below.

Role Location: Remote- US

Compensation Range: $36,000-$54,000

Who We Are

Since 1999, UST has worked side by side with the world's best companies to make a powerful impact through transformation. Headquartered in the United States, UST is powered by technology, driven by AI, inspired by people, and led by our purpose, we partner with our clients from design to operation. Our AI-driven digital solutions, proprietary platforms, engineering, R&D, products, and innovation ecosystem turn core challenges into impactful, disruptive business outcomes. With deep industry knowledge and a future-ready mindset, we infuse expertise, innovation, and agility into our clients' organizations-delivering measurable value and positive lasting change for them, their customers, and communities around the world. Together, with 30,000+ employees in 30+ countries, we build for boundless impact-touching billions of lives in the process. Visit us at .

Benefits

Full-time, regular employees accrue a minimum of 10 days of paid vacation per year, receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year), 10 paid holidays, and are eligible for paid bereavement leave and jury duty. They are eligible to participate in the Company's 401(k) Retirement Plan with employer matching. They and their dependents residing in the US are eligible for medical, dental, and vision insurance, as well as the following Company-paid Employee Only benefits: basic life insurance, accidental death and disability insurance, and short- and long-term disability benefits. Regular employees may purchase additional voluntary short-term disability benefits, and participate in a Health Savings Account (HSA) as well as a Flexible Spending Account (FSA) for healthcare, dependent child care, and/or commuting expenses as allowable under IRS guidelines. Benefits offerings vary in Puerto Rico.

Part-time employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year) and are eligible to participate in the Company's 401(k) Retirement Plan with employer matching.

Full-time temporary employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year) and are eligible to participate in the Company's 401(k) program with employer matching. They and their dependents residing in the US are eligible for medical, dental, and vision insurance.

Part-time temporary employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year).

All US employees who work in a state or locality with more generous paid sick leave benefits than specified here will receive the benefit of those sick leave laws.

Equal Employment Opportunity Statement

UST is an Equal Opportunity Employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other applicable characteristics protected by law. We will consider qualified applicants with arrest or conviction records in accordance with state and local laws and "fair chance" ordinances.

UST reserves the right to periodically redefine your roles and responsibilities based on the requirements of the organization and/or your performance.

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Incident Management, Data Privacy, Cybersecurity