Technical Support Specialist
Technical Support Specialist
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
As a Remote Technical Support Specialist you will serve as the first line of technical assistance for customers experiencing issues with products services or systems. Your responsibilities include resolving incidents providing step-by-step troubleshooting guidance escalating complex issues and ensuring customer satisfaction through professional timely and empathetic support.
This role is essential to delivering a positive customer experience and requires a blend of technical problem-solving product knowledge and communication skills. Youll work closely with engineering product and customer success teams to improve support documentation and contribute to the continuous improvement of support workflows.
Key Responsibilities:
Provide first- and second-level support for technical issues through email live chat and ticketing platforms
Troubleshoot software hardware or network-related problems across multiple operating systems and environments
Guide users through resolution steps or escalate complex issues to Tier 2/3 support or engineering as needed
Document all customer interactions resolutions and known issues within the help desk system
Maintain a high level of customer satisfaction by responding promptly clearly and empathetically
Collaborate with internal teams to provide feedback and improve product performance and user experience
Contribute to internal knowledge bases and external help center articles to streamline future support
Stay up-to-date with product updates release notes and technical documentation
Participate in on-call rotations (if applicable) for after-hours or weekend support coverage
Required Qualifications:
Associates or Bachelors degree in Information Technology Computer Science or related field or equivalent work experience
2 years of experience in a technical support or help desk role
Proficiency with operating systems (Windows macOS Linux) and standard troubleshooting tools
Familiarity with remote support tools (e.g. TeamViewer Zoom LogMeIn) and ticketing systems (e.g. Zendesk Freshdesk Jira Service Management)
Strong written and verbal communication skills with an emphasis on clarity and professionalism
Ability to explain technical concepts to non-technical users
Self-motivated organized and capable of managing multiple tasks in a remote environment
Employment Type
Full Time
