Technical Support Specialist

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

📋 Description

• Deliver technical system and user support by promptly addressing calls and email inquiries for technical assistance.

• Effectively manage client cases within Zendesk, and promptly inform management of any identified delays.

• Record, track, and monitor issues to ensure swift resolutions and appropriate follow-up with clients.

• Evaluate problems and escalate to higher levels of client support when necessary.

• Troubleshoot technical issues, identify patterns, and communicate persistent problems through the established escalation path, including services leadership.

• Support colleagues in resolving complex or urgent issues.

• Set up client equipment both on-site and remotely.

• Enhance your skills and knowledge by staying updated on new and emerging technologies, and by obtaining relevant industry and professional certifications.

• Contribute to the ongoing improvement of the client experience by offering suggestions for enhancing technical practices.

• The workweek will include shifts on Saturday and Sunday, with two days off during the week.

• Additional responsibilities as assigned by the Supervisor.

⛳️ Requirements

• 1-2 years of experience servicing high-end clients, demonstrating effective service recovery steps, or an equivalent mix of education, certifications, and experience.

• Strong proficiency in Ubuntu or other Linux distributions is highly preferred.

• Comprehensive understanding of mobile environments such as Android and iOS, including development and logging tools.

• Solid knowledge of the Windows 10 environment, including device drivers, event viewer, and error reporting.

• Experience addressing advanced software issues that necessitate root cause analysis.

• Familiarity with maintaining small networks; Network+ certification is advantageous but not essential.

• Exposure to SQL commands is a plus.

• Ability to work independently and efficiently to meet deadlines.

• Promptly respond to support-related emails, phone calls, and other electronic communications.

• Self-motivated, detail-oriented, and organized.

• Capable of quickly learning new technologies and managing uncertainty.

• Proficient in internet-related applications, including email clients, FTP clients, and web browsers.

• Proficient in the entire Microsoft Office suite (Word, Excel, Outlook, PowerPoint).

• Exceptional communication (both oral and written), interpersonal, organizational, and presentation skills, utilizing appropriate vocabulary and grammar to effectively convey information.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health and wellness benefits.

• Opportunities for professional development and continuous learning.

• Flexible work schedule options.

• Supportive and collaborative work environment.