Technical Support Specialist

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

📋 Description

• Deliver prompt, friendly, and precise technical support to customers

• Address user inquiries and resolve hardware, software, and networking challenges

• Manage customer communications through phone calls, emails, and other support requests

• Prioritize and oversee case backlog, fulfill commitments, and follow up with customers

• Identify root causes of technical problems and implement effective solutions

• Document support interactions and escalate complex issues to advanced support levels

• Assist users in comprehending both software and hardware

• Contribute to the knowledgebase with solutions, procedures, and best practices

• Clearly articulate technical concepts to both technical and non-technical users

• Provide outstanding customer support and ensure a positive experience for customers

• Execute additional support-related tasks as assigned

• Adhere to company policies and fulfill annual training obligations

⛳️ Requirements

• High School Diploma or equivalent certification

• Two (2) years of experience in technical support and customer interaction

• Proficient troubleshooting skills in both Linux and Windows environments

• Strong knowledge of computer hardware, software, and networking principles

• Ability to efficiently identify root causes of technical issues and implement solutions

• Excellent verbal and written communication abilities

• Capacity to build rapport, navigate challenging situations, and prioritize customer satisfaction

• Skill in keeping accurate records of support interactions and enhancing the knowledgebase

• Ability to manage multiple support requests, effectively prioritize tasks, and oversee case backlog

• Willingness to learn new technologies and adapt to changing conditions

• Ability to meet essential performance metrics

• Familiarity with software products, including Microsoft Office and Salesforce

• Capability to complete annual training requirements by the specified deadline

🏝️ Benefits

• Competitive salary and benefits package

• Opportunities for professional development and growth

• Supportive work environment with a focus on teamwork

• Flexible work arrangements