Technical Support Specialist

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

📋 Description

• Act as the primary point of contact for all help desk inquiries.

• Address help desk calls and emails promptly.

• Record requests and generate tickets/cases in the help desk system.

• Oversee and track open ticket queues, ensuring timely updates and resolutions.

• Refer complex issues to Support Center Engineer II when necessary.

• Communicate with clients regarding the status of their tickets and resolutions.

• Monitor systems for potential problems and initiate dispatch for on-site technicians as needed.

• Diagnose and resolve technical issues related to desktop applications, hardware, peripherals, mobile devices, and web applications.

• Utilize remote control and monitoring tools for troubleshooting purposes.

• Provide support for web applications.

• Educate clients on the use of systems and applications.

• Document and share tips, FAQs, and resources.

• Assist in the development of training materials and client resources.

• Maintain detailed daily logs of time and work descriptions.

• Adhere to case management processes and Service Level Agreements (SLAs).

• Contribute to recommendations for process improvement and automation.

• Serve as a backup for other technical support positions.

• Be flexible with schedules, including holidays, weekends, and overtime.

• Work collaboratively with team members to provide high-quality service.

⛳️ Requirements

• At least 4 years of experience in a helpdesk or technical support role.

• Minimum of 2 years of experience in Windows desktop support.

• At least 2 years of experience in troubleshooting hardware, preferably in a POS environment.

• Excellent customer service skills, capable of communicating professionally and empathetically.

• Familiarity with office automation tools, remote control, and monitoring platforms.

• Strong understanding of Windows 11 usage and troubleshooting techniques.

• Proficient in diagnosing technical issues and troubleshooting desktop applications, hardware, and web applications.

• Experience in client education and training, focusing on clearly explaining technical information to non-technical users.

• Familiarity with support ticket systems, documentation practices, and escalation processes.

• Detail-oriented with the ability to manage multiple tickets and tasks efficiently.

• Self-motivated and capable of working independently with minimal supervision.

• Positive, team-oriented attitude with a proactive approach to problem-solving.

🏝️ Benefits

• Comprehensive health and wellness benefits.

• Opportunities for professional development and training.

• Flexible work schedules accommodating various needs.

• Collaborative and supportive team environment.