Technical Support Specialist 1 - Remote

Overview

As a Technical Support Specialist, you will be the first point of contact for customers, ensuring smooth resolution of technical issues and maintaining a positive user experience.

In Short

• Provide responsive technical support for both technical and non-technical users via phone, email, chat, and text.
• Troubleshoot and resolve issues related to cloud-based and on-premises systems, including virtual machines and networks.
• Collaborate with customer IT teams and internal teams to ensure timely resolution of technical cases.
• Document, triage, escalate, and close support cases according to SLAs, ensuring accuracy and clarity.
• Participate in a shared 24/7 on-call rotation for system monitoring, maintenance, and urgent support.
• Collect and share user feedback to contribute to continuous product improvement and feature development.
• Serve as a trusted resource to customers, maintaining professionalism and empathy in every interaction.

Requirements

• Strong technical expertise and problem-solving skills.
• Excellent communication and interpersonal skills.
• Experience with cloud-based systems and virtual machines.
• Ability to work collaboratively with IT teams.
• Experience in a customer support role preferred.

Benefits

• Opportunity to contribute directly to customer satisfaction.
• Support for product improvements through user feedback.
• Engagement in a dynamic and collaborative work environment.