Technical Support Specialist

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

📋 Description

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

• Carefully manage client cases in Zendesk and immediately inform management of any identified delays.

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

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

• Resolve technical issues, identify patterns, and communicate through the defined escalation path, including services leadership, regarding ongoing issues.

• Support colleagues in troubleshooting complex or urgent problems.

• Configure client equipment both locally and remotely.

• Keep your skills and knowledge up-to-date by learning new and emerging technologies and obtaining relevant industry certifications.

• Contribute to the continuous enhancement of the client experience by providing recommendations for improving technical practices.

• The workweek includes shifts on Saturday and Sunday, with two days off during the weekdays.

• Perform additional duties as assigned by the Supervisor.

⛳️ Requirements

• 1-2 years of experience working with high-end clients, demonstrating effective service recovery steps, or a comparable combination of education, certifications, and experience.

• Proficiency in Ubuntu or other Linux distributions is highly preferred.

• Strong understanding of mobile environments, including Android and iOS, along with development and logging tools.

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

• Experience dealing with advanced software issues requiring root cause analysis.

• Familiarity with maintaining small networks; Network+ certification is a plus but not mandatory.

• Exposure to SQL commands is an added advantage.

• Ability to work independently and efficiently to meet deadlines.

• Capable of promptly responding to support-related emails, phone calls, and other electronic communications.

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

• Quick learner of new technologies and able to navigate ambiguous situations.

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

• Well-versed in the complete 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

• Comprehensive health, dental, and vision insurance options.

• Retirement savings plan with employer matching contributions.

• Opportunities for professional development and continuing education.

• Flexible work schedule with remote work possibilities.

• Employee wellness programs and initiatives.