Technical Support Professional

This is a fully remote position, open to applicants in Alabama, +37 more states.

📋 Description

• Address customer inquiries through telephone, email, and chat platforms.

• Analyze and troubleshoot software problems reported by end-users.

• Deliver step-by-step technical assistance for application-related issues.

• Support enterprise software applications within intricate customer environments.

• Identify, document, and resolve software bugs and issues.

• Manage complex or escalated technical challenges, coordinating with Development, QA, and Product teams.

• Refer issues to higher-level support or development teams when necessary.

• Follow up with customers to guarantee that all issues are thoroughly resolved.

• Ensure customer satisfaction through polite and efficient support.

• Provide customers with regular updates on support ticket statuses.

• Record support requests, troubleshooting actions, and resolutions in the ticketing system.

• Create and revise knowledge base articles and technical documentation.

• Maintain precise records of customer interactions and support activities.

• Offer feedback on recurring issues and propose enhancements to Development, QA, and Product teams.

• Engage in team meetings and training sessions.

• Assist in coordinating daily team activities, customer coverage, and request prioritization when needed.

• Offer guidance and support to colleagues while encouraging knowledge sharing.

• Identify trends in support requests and recommend improvements for software performance and user experience.

• Stay updated on software releases, industry trends, and best practices in support.

• Contribute to team processes, technical expertise, and support techniques.

• Execute other assigned duties as required.

⛳️ Requirements

• Bachelor's degree in Computer Science, Information Technology, a related field, or equivalent relevant professional experience (Essential).

• Demonstrated experience in a technical support or help desk position (Desirable).

• Experience in supporting enterprise software applications in complex customer settings (Desirable).

• Familiarity with software troubleshooting and diagnostic tools (Desirable).

• Experience with ticketing systems and customer support software, such as Salesforce and JIRA (Desirable).

• Knowledge of i2 Software (Desirable).

• Prior experience in a senior, lead, mentoring, or coordinating role within a technical support environment (Desirable).

• Proficiency across Windows, macOS, and Linux operating systems (Desirable).

• Understanding of relational database systems, including MS SQL, MS Access, DB2, Postgres, or Oracle (Desirable).

• Comprehension of networking fundamentals and protocols (Desirable).

• Capability to troubleshoot enterprise applications, operating systems, databases, and network environments (Desirable).

• Exceptional communication and interpersonal skills.

• Strong analytical and problem-solving capabilities.

• Ability to work both independently and collaboratively as part of a geographically distributed international team.

• Capacity to provide guidance and support to colleagues.

• Sound judgment, initiative, and confidence when taking ownership of complex technical or customer-facing situations.

• Excellent organizational skills and the ability to prioritize competing customer and technical demands.

• Patience and a positive demeanor when addressing challenging customer situations.

🏝️ Benefits

• Remote work environment.

• Occasional scheduled weekend support coverage.