Technical Support Representative

We are seeking a customer-focused and technically skilled Remote Technical Support Representative to join our growing support team. In this role, you will serve as the first point of contact for customers and end users experiencing technical issues with hardware, software, applications, and account access. You will troubleshoot problems, provide timely resolutions, document support requests, and ensure an exceptional customer experience through professional communication and technical expertise.

Key Responsibilities

Provide first-level technical support via phone, email, live chat, and remote support tools.

Diagnose, troubleshoot, and resolve hardware, software, network, and application issues.

Assist users with account setup, password resets, software installations, and system configurations.

Document customer interactions, troubleshooting steps, and resolutions in the ticketing system.

Escalate complex technical issues to higher-level support teams when appropriate.

Monitor support tickets to ensure timely follow-up and resolution.

Educate users on system functionality, best practices, and self-service resources.

Maintain knowledge of company products, services, and support procedures.

Qualifications

High school diploma or equivalent required.

Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field preferred.

Strong troubleshooting and problem-solving abilities.

Excellent verbal and written communication skills.

Ability to explain technical concepts clearly to non-technical users.

Reliable high-speed internet connection and a dedicated home office workspace.

Experience using ticketing systems and remote support software is plus.

Benefits

Performance-based bonuses.

Medical, dental, and vision insurance.

401(k) retirement plan with company matching.

Paid Time Off (PTO), vacation, and company holidays.

Paid sick leave.

Paid training and comprehensive onboarding.