Technical Support Specialist

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

📋 Description

• Oversee production systems, operational workflows, dashboards, alerts, and work queues to guarantee prompt processing and service delivery.

• Diagnose and resolve standard operational and application-related issues by utilizing established procedures and support documentation.

• Conduct daily operational support tasks to uphold service levels and operational efficiency.

• Analyze system activity, operational reports, and workflow queues to pinpoint exceptions, processing delays, and recurring problems.

• Elevate complex incidents and production challenges to the relevant technical or operational teams while ensuring communication and follow-up until resolution.

• Collaborate with business and technology teams to address production-related challenges.

• Develop, maintain, and update process documentation, knowledge base articles, troubleshooting manuals, and standard operating procedures.

• Record incidents, service requests, issue resolutions, and operational activities in designated tracking systems.

• Assist with testing, validation, and implementation tasks related to system enhancements, process improvements, and production releases.

• Contribute to operational reviews by supplying insights on recurring issues, service impacts, and workflow observations.

• Identify and relay opportunities for enhancing operational efficiency, service quality, and process consistency.

• Comply with established operational procedures, service level agreements, security policies, and company guidelines.

⛳️ Requirements

• An Associate degree in Information Technology, Business Administration, Computer Information Systems, or a related discipline; or an equivalent combination of education and experience.

• 0–3 years of experience in operations support, help desk, customer support, technical support, or a similar role.

• Strong analytical and problem-solving abilities.

• Quick learner of new systems, applications, and business processes.

• Excellent written and verbal communication skills.

• Capability to manage multiple priorities in a fast-paced environment.

• Proficient in Microsoft Office applications, including Excel, Word, and Outlook.

• Exceptional attention to detail and strong organizational skills.

• Experience with ticketing systems or service management platforms is preferred.

• Familiarity with production support, application support, or operational monitoring environments is preferred.

• Basic understanding of databases, SQL, reporting tools, or system monitoring tools is preferred.

• No certifications or licenses required.

🏝️ Benefits

• Competitive salary.

• Comprehensive health benefits.

• Opportunities for professional development and growth.

• A collaborative and supportive work environment.