
Technical Services Specialist
3 days ago
This is a remote position that requires interaction with customers' IT teams to assist with technical issues. You will work closely with product development and support specialists to troubleshoot software issues with our products, reporting to the Technical Support Manager.
The key responsibilities of this position include:
- Providing technical support for company products to customers' IT staff via Freshdesk, Microsoft Teams, Outlook, and Zoom.
- Analyzing customer problems, performing diagnostic procedures to identify, isolate, and resolve root causes.
- Creating and updating technical support knowledge base articles, troubleshooting guides, and support documentation.
- Communicating and providing knowledge transfer to other support agents on escalated calls and resolutions.
- Demonstrating strong communication skills in English while maintaining friendly composure with external customers, requiring video and phone interaction.
- Fulfilling service level agreements (SLAs) by prioritizing incidents, requests, and product questions.
- Escalating or collaborating with appropriate support management, specialists, and/or development teams on unresolved issues.
- Maintaining call records/logs and resolution details using an incident tracking system.
- Collaborating with development teams on new technology testing and implementation.
- 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.
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