Job description

Our client is looking for a highly skilled Senior Technical Support Specialist to join their growing team, working remotely from anywhere within the US. This role is pivotal in providing exceptional technical assistance and problem resolution to our valued customers. You will be the frontline of support, addressing complex technical issues, troubleshooting software and hardware problems, and ensuring customer satisfaction. This position demands a deep understanding of IT systems, excellent communication skills, and a proactive approach to problem-solving. Key Responsibilities: Provide advanced technical support to customers via phone, email, and chat, resolving complex hardware, software, and network issues. Diagnose and troubleshoot technical problems, identifying root causes and implementing effective solutions. Escalate unresolved issues to appropriate internal teams (e.g., engineering, development) with detailed documentation. Create and maintain comprehensive technical documentation, knowledge base articles, and FAQs. Guide customers through step-by-step solutions and provide clear, concise instructions. Train and mentor junior support staff, sharing knowledge and best practices. Monitor support ticket queues and ensure timely resolution of customer requests. Contribute to the continuous improvement of support processes and tools. Identify recurring issues and provide feedback to product development teams for long-term solutions. Maintain a high level of customer satisfaction through professional and empathetic interactions. Stay up-to-date with product updates, new technologies, and industry best practices. Document all support interactions and resolutions accurately in the ticketing system. Qualifications: Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience. Minimum of 5 years of experience in a technical support role, with a proven ability to handle complex issues. Extensive knowledge of operating systems (Windows, macOS, Linux), networking protocols, and common software applications. Experience with remote support tools and ticketing systems (e.g., Zendesk, ServiceNow). Strong diagnostic and problem-solving skills. Excellent written and verbal communication skills, with the ability to explain technical concepts clearly to non-technical users. Customer-focused mindset with a passion for helping others. Ability to work independently and manage time effectively in a remote environment. Certifications such as CompTIA A+, Network+, or Microsoft Certified Professional are a plus. Experience with cloud platforms (AWS, Azure) is beneficial. This is an excellent opportunity for a seasoned support professional to leverage their expertise and contribute to customer success in a fully remote capacity. Join our client and be part of a dedicated team providing outstanding technical assistance. The role is based in Oklahoma City, Oklahoma, US , but the work is performed remotely.

Requirements