About Company
Sallie Mae is the nation’s No. 1 financial services company specializing in education. For 50 years, we’ve helped millions of families navigate the complexities of college planning and financing. We believe in the power of education to transform lives, and we’re committed to making higher education more accessible and affordable. Our culture thrives on innovation, integrity, and a deep commitment to our customers. We foster an environment where employees are empowered to grow, learn, and contribute to a meaningful mission. Join us in making a difference in the lives of students and families across America, all while enjoying a supportive and dynamic remote work environment.
Job Description
Are you a tech-savvy problem-solver with a passion for helping others navigate digital challenges? Do you excel at diagnosing technical issues and providing clear, patient solutions, all from the comfort and convenience of your home office? Sallie Mae is seeking a dedicated and enthusiastic Technical Support Representative to join our dynamic remote team. In this critical role, you will be the first point of contact for our employees and partners experiencing technical difficulties, ensuring their systems, applications, and network connections run smoothly.
As a Remote Technical Support Representative, you will play a vital role in maintaining the operational efficiency of our diverse workforce, directly contributing to our mission of helping students achieve their educational dreams. Your days will involve a variety of tasks, from troubleshooting common software and hardware issues, assisting with login credentials and account access, to guiding users through complex application functionalities and resolving network connectivity problems. You’ll respond to inquiries via phone, email, and chat, providing timely and effective resolutions while maintaining a high level of customer satisfaction. This isn’t just about fixing computers; it’s about empowering our internal teams and external partners to focus on their core responsibilities without technological impediments. We value proactive thinkers who can not only solve immediate issues but also anticipate potential problems and contribute to long-term preventative measures. You’ll be part of a collaborative remote team, utilizing cutting-edge remote diagnostic tools, knowledge bases, and communication platforms to deliver exceptional support. This role demands strong analytical skills, meticulous attention to detail, and the ability to articulate technical information to non-technical users with clarity and empathy. If you’re looking for a challenging yet rewarding position where your technical expertise directly impacts a crucial mission, and you thrive in an independent yet connected remote setup, this is the opportunity for you. We provide comprehensive initial training to equip you with Sallie Mae-specific tools and processes, along with ongoing professional development to ensure you have all the resources needed to succeed and grow within our organization. Embrace the flexibility of remote work while being an integral part of a company that truly makes a difference.
Key Responsibilities
- Provide first-level technical support for hardware, software, network, and system-related issues via phone, email, and chat.
- Diagnose and resolve technical problems efficiently, escalating complex issues to appropriate senior staff when necessary.
- Assist users with account management, password resets, and access permissions for various internal systems and applications.
- Document all support interactions, resolutions, and troubleshooting steps accurately in the ticketing system.
- Guide users through step-by-step solutions with clear, concise, and patient communication.
- Monitor system performance and identify potential issues proactively to minimize downtime.
- Contribute to the creation and maintenance of internal knowledge base articles and user guides.
- Participate in ongoing training and professional development to stay current with technology and company systems.
- Adhere to company policies and procedures, including data security and privacy guidelines.
Required Skills
- Minimum 1 year of experience in a technical support or help desk role.
- Proficiency in troubleshooting Windows operating systems (Windows 10/11) and Microsoft Office Suite.
- Familiarity with remote desktop tools and ticketing systems (e.g., ServiceNow, Zendesk).
- Strong understanding of basic networking concepts (TCP/IP, Wi-Fi connectivity).
- Excellent verbal and written communication skills with a customer-centric approach.
- Ability to work independently and manage time effectively in a remote environment.
- Strong problem-solving and analytical abilities.
Preferred Qualifications
- Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field.
- CompTIA A+, Network+, or Microsoft Certified Professional (MCP) certification.
- Experience with identity management systems (e.g., Active Directory).
- Prior experience working in a remote or distributed team setting.
- Experience supporting financial services or similar regulated industry applications.
Perks & Benefits
- Competitive salary and comprehensive health, dental, and vision insurance.
- 401(k) plan with company match.
- Generous paid time off, including holidays and sick leave.
- Flexible remote work environment with a focus on work-life balance.
- Opportunities for professional development and career advancement.
- Employee assistance programs and wellness initiatives.
- Tuition reimbursement programs.
- Access to a suite of company-provided remote work tools and technology.
How to Apply
To apply for this exciting opportunity, please click on the application link below. Ensure your resume highlights your technical support experience and your ability to thrive in a remote work environment. We look forward to reviewing your application!