Remote Technical Support Specialist

7 days ago

Islamabad, Islamabad, Pakistan beBeeTechnical Full time

CloudPSO is a technology outsourcing company that assists in the acquisition of qualified staff to address complex digital problems, thereby increasing efficiency, reducing costs, and maintaining compliance.

The company was founded in 2017 with the aim of providing businesses with a competent and skilled workforce at any given point in time and from any geographic region. It has a center of excellence in Pakistan and operates globally with a team of highly skilled professionals.

We have over 200 facility seats with an additional Work-From-Home facility. CloudPSO has skillful in-house software development teams with state-of-the-art tools, the latest VOIP technology platform, and secure infrastructure.

Job Description

This is a remote position.

Role Description: We are seeking a dedicated Technical Support Specialist to join our team. This work-from-home position is based on the East Coast to support our primary customers on the East Coast and EU regions. The ideal candidate will have experience in tiered-level technical customer support, strong communication skills, and excellent troubleshooting abilities.

The Technical Support Specialist will work closely with product development and support specialists to troubleshoot software issues with our products, reporting to the Technical Support Manager. This role requires interaction with customers' IT teams to assist with technical issues via email and video conference.

  • Demonstrate strong communication skills in English while maintaining friendly composure with external customers. Will require video and phone interaction.
  • Communicate and provide knowledge transfer to other support agents on escalated calls and resolutions.
  • Provide technical support for company products to customers' IT staff via Freshdesk, Microsoft Teams, Outlook, and Zoom.
  • Create and update technical support knowledge base articles, troubleshooting guides, and support documentation.
  • Analyze customer problems, perform diagnostic procedures to identify, isolate, and resolve root causes.
  • Prioritize incidents, requests, and product questions to ensure all SLAs are met.
  • Escalate or collaborate with appropriate support management, specialists, and/or development teams on unresolved issues.
  • Maintain call records/logs and resolution details using an incident tracking system.
  • Collaborate with development teams on new technology testing and implementation.
Required Skills and Qualifications
  • 3+ years of technical support experience in the software industry.
  • Bachelor's degree in IT, Computer Science, or a related field is preferred.
  • A+ Certification, Network+, and Microsoft Certified - MCP are beneficial.
  • Extensive knowledge of Windows 11, 10, Server 2022, and 2019 for hardware/software installation and configuration.
  • Strong Microsoft software troubleshooting skills.
  • Understanding/experience in networking (TCP/IP, DNS, HTTP/HTTPS).
  • Understanding/experience with Windows and configurations.
  • Ability to react quickly and effectively under pressure.
  • Superb troubleshooting skills and tenacity in problem-solving.
Benefits
  • Competitive salary and benefits package.
  • Opportunities for professional development and growth.
  • Collaborative and innovative work environment.
  • Chance to work on cutting-edge cloud projects.
  • Supportive and inclusive company culture.

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