Technical Support Specialist - Remote

Overview

Our client delivers the first patented Secure BYO-PC solution—making remote work safe, simple, and cost-effective without locking down the entire device.

In Short

• Handle a high volume of support calls and monitor, triage, and troubleshoot incoming requests through ticket queues
• Provide technical phone support for users of the Workplace product and accurately log all interactions in the ticketing system
• Navigate technical documentation to follow appropriate troubleshooting steps for reported issues
• Monitor ticket queues to ensure SLA compliance and escalate when necessary
• Maintain clear and consistent documentation of incidents and resolution notes using Zendesk
• Deliver remote desktop support to both client and internal users
• Proactively identify emerging issues and act quickly to mitigate impact
• Notify management of trending technical problems and contribute ideas for process improvements
• Build effective cross-functional relationships to support escalation paths and end-user success
• Uphold a positive, professional atmosphere with both customers and colleagues

Requirements

• Curiosity and technical agility
• Strong customer service skills
• Ability to thrive in a dynamic environment

Benefits

• Work in a safe and cost-effective remote environment