Technical Support Specialist

We are seeking a detail oriented and customer-focused Technical Support Specialist to join our remote team. In this role, youll be the first line of support for our users, troubleshooting technical issues, resolving customer concerns, and ensuring a seamless user experience with our products and services.

Key Responsibilities
Provide prompt, courteous, and effective technical support via email, chat, and video calls.
Troubleshoot and resolve software, hardware, and network-related issues.
Escalate complex problems to higher-level support or engineering teams.
Document issues, resolutions, and processes clearly in the internal knowledge base.
Collaborate with product and engineering teams to report bugs and suggest improvements.
Guide users through step-by-step solutions in a clear and user-friendly manner.
Monitor systems and alerts to proactively identify and resolve issues.
Ensure high customer satisfaction by maintaining professionalism and empathy in all interactions.

Requirements
Proven experience in a technical support or IT help desk role (1 3 years minimum).
Strong knowledge of computer systems, mobile devices, and networking.
Familiarity with remote desktop tools and help desk software (e.g., Zendesk, Freshdesk, or similar).
Excellent problem-solving, analytical, and communication skills.
Ability to manage multiple tickets and prioritize workload in a fast-paced environment.
Tech-savvy with a quick grasp of new tools and platforms.
Ability to work independently and collaboratively in a fully remote setting.
Fluency in English (additional languages are a plus).
Bachelors degree in IT, Computer Science, or related field (preferred but not mandatory).

Nice to Have
Experience supporting SaaS products or cloud-based applications.
Basic scripting or command-line interface (CLI) knowledge.
Certifications such as CompTIA A+, Network+, or equivalent.

Benefits
100% Remote Work from anywhere in the world
Flexible working hours and a healthy work-life balance
Health, dental, and vision insurance (varies by location)
Competitive salary and performance-based bonuses
Learning and development stipend
Paid time off, holidays, and sick days
Inclusive and collaborative work environment
Wellness programs and virtual team activities