Technical Support Professional

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

📋 Description

• Address customer inquiries through phone, email, and chat channels.

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

• Offer detailed technical assistance to resolve application-related issues.

• Provide support for enterprise software applications within complex customer environments.

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

• Take ownership of complex or escalated technical challenges, coordinating with Development, QA, and Product teams for resolution.

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

• Follow up with customers to confirm that issues are fully resolved.

• Ensure high levels of customer satisfaction through courteous and efficient support.

• Offer regular updates to customers regarding the status of support tickets.

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

• Create and revise knowledge base articles and technical documentation.

• Keep accurate records of customer interactions and support activities.

• Collaborate with Development, QA, and Product teams on recurring issues and improvements.

• Participate in team meetings and training sessions.

• Assist with daily team coordination, customer coverage, and prioritization as needed.

• Provide mentorship and support to colleagues while encouraging knowledge sharing.

• Identify support trends and recommend solutions to enhance software performance and user experience.

• Stay updated with industry trends, software updates, and best practices in support.

• Contribute to team processes, technical knowledge, and support methodologies.

• Carry out other duties as assigned.

⛳️ Requirements

• A bachelor's degree in Computer Science, Information Technology, a related field, or equivalent professional experience is essential.

• Demonstrated experience in a technical support or help desk position is desirable.

• Experience in supporting enterprise software applications in complex customer environments is desirable.

• Familiarity with software troubleshooting and diagnostic tools is desirable.

• Knowledge of ticketing systems and customer support software such as Salesforce and JIRA is desirable.

• Familiarity with i2 Software is desirable.

• Previous experience in a senior, lead, mentoring, or coordinating role in a technical support setting is desirable.

• Proficiency in Windows, macOS, and Linux operating systems is desirable.

• Knowledge of relational database systems, including MS SQL, MS Access, DB2, Postgres, or Oracle is desirable.

• Understanding of networking fundamentals and protocols is desirable.

• Capability to troubleshoot technical issues involving enterprise applications, operating systems, databases, and network environments is desirable.

• Excellent communication and interpersonal skills are required.

• Strong problem-solving and analytical capabilities are necessary.

• Ability to work independently and collaboratively as part of an internationally distributed team is essential.

• Ability to provide guidance and support to colleagues is important.

• Sound judgement, initiative, and confidence when managing complex technical or customer-facing scenarios are essential.

• Strong organizational skills with the ability to prioritize competing customer and technical demands are necessary.

• Patience and a positive attitude when addressing challenging customer situations are crucial.

🏝️ Benefits

• Opportunity to work in a remote environment.

• Occasional scheduled weekend support coverage.