Tech Support Specialist I

This is a fully remote position, open to applicants in Oregon.

📋 Description

• Act as the primary support for KinderCare National Support Center and field staff through phone, ticketing systems, and email.

• Deliver empathetic and prompt resolutions for technical challenges.

• Serve as the central point of contact, managing customer issues until they are resolved.

• Identify and troubleshoot hardware, software, account maintenance, and connectivity problems.

• Monitor and document issues until resolution within established timeframes.

• Provide timely and accurate updates to customers.

• Refer unresolved issues to the appropriate internal teams, such as Network and Development.

• Prioritize and handle multiple open issues effectively.

• Develop and maintain a comprehensive knowledge base to encourage employee self-service.

• Engage with customers through phone, email, chat, and remote desktop support tools.

⛳️ Requirements

• 1-2 years of experience in providing technical customer service support via phone and email.

• Familiarity with supporting Windows, Mac OS, laptops, mobile devices, and business applications.

• High School diploma or equivalent qualification.

• Exceptional written and verbal communication skills in English through phone, email, and chat.

• Strong organizational and time management abilities.

• Proven track record of growth and a willingness to embrace new challenges and achieve success.

• Excellent communication skills and a professional telephone demeanor.

• Capacity to thrive in a fast-paced, deadline-driven environment to meet time constraints.

• Intermediate proficiency in MS Office and the ability to navigate multiple applications and windows simultaneously.

• Occasional flexibility in scheduling and willingness to work overtime as needed.

• Experience with IT Service Desk tools, such as ServiceNow.

• Bilingual in English and Spanish is an advantage.

🏝️ Benefits

• Discounted child care services.

• Medical, dental, and vision coverage for employees and their families.

• Pet-related benefits.

• Employee assistance programs focusing on mental health and personal development.

• Health and wellness initiatives.

• Paid time off.

• Discounts on work-related necessities, including cell phones.