Technical Support II

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

📋 Description

• Address Tier 1 technical issues and respond to customer inquiries via phone, email, or self-service ticketing.

• Assist customers with issues related to computer hardware, software, network connectivity, system/application access, and telecommunications.

• Utilize basic enterprise diagnostic methods to pinpoint issues, explore causes, and suggest solutions.

• Diagnose, identify, isolate, and analyze issues by referencing historical ticket data and the knowledge base.

• Quickly and effectively respond to customer support inquiries while adhering to Service Level Requirements.

• Resolve customer incidents and requests or escalate them to higher support tiers as necessary.

• Refer complex issues to more experienced personnel within the organization.

• Record all customer interactions in a ticketing system accurately.

• Notify management of recurring issues and patterns observed.

• Provide customers with a reference number for their incident or request.

⛳️ Requirements

• High School Diploma or GED equivalent.

• 1-5+ years of relevant call center experience.

• USPV+ certification required during onboarding.

• Must be a US citizen.

• Exceptional focus on customer service.

• Ability to prioritize incoming requests, follow up, and escalate when necessary.

• Capability to adhere to documented processes, procedures, and policies.

• Commitment to ensuring a high level of user satisfaction.

• Proficiency in Microsoft Office Suite, Windows 10, and Teams.

• Familiarity with Microsoft Windows 11.

• Ability to work both independently and collaboratively within a team.

• Skill in establishing and maintaining effective working relationships.

• Strong oral and written communication abilities.

• Experience in supporting remote or onsite users is preferred.

• Familiarity with Azure Enterprise Identity Management services is preferred.

• Experience with ServiceNow or similar ticketing systems for Incident, Problem, and Change Management is preferred.

🏝️ Benefits

• Full-time remote position available within the continental United States.

• Customer-focused shifts available between 9:30 AM and 9:00 PM EST, with options for opening, mid-day, and closing shifts.