Technical Support Specialist - Hybrid Position (Phx)

Technical Support Specialist - HYBRID (PHX)

The Technical Support Specialist role involves delivering Tier 1-3 Tech Support through chat or email across various technology platforms. This Hybrid Position requires a blend of technical expertise and customer service-oriented tasks. Candidates should possess experience in troubleshooting, replicating, and resolving technology issues. An ideal candidate can communicate effectively with both technical and non-technical individuals and is capable of configuring, supporting, and offering remote assistance for the respective product. This may encompass addressing billing and account concerns, as well as providing Technical Support for the product. You will be asked to come into the office 3 days per week.

$45,000 - $50,000 yearly

• Identify, thoroughly research, and resolve intricate technical problems, documenting and monitoring their progress for timely resolution.
• Ability to work in a fast-paced environment. 
• Diagnose, troubleshoot, and replicate customer product-related issues.
• Ability to navigate products using internal training documents and articles.
• Provide White Glove Service to end users with an urgent, understanding, and concise manner.
• Escalate issues to the appropriate resource in a clear, concise manner and according to standards.
• Expedite the resolution of all customer requests to meet our standards for service excellence.
• Take a detail-oriented approach with a focus on documenting and tracking issues through resolution.
• Maintain a thorough understanding of company products and services to assist customers effectively.
• Adhere to the Company's quality and regulatory compliance requirements, without exception, and ensure that all job duties inherent in the position description are performed in accordance with established policies and procedures.
• Escalate unresolved issues to higher-level support or development teams when necessary.
• Contribute to the creation and improvement of support documentation and knowledge base articles.

• Bachelor's degree in a related field or equivalent work experience.
• Experience in Technical Support is essential, remote Technical Support, preferred.
• Proficient troubleshooting skills.
• Strong written and verbal communication skills.
• Attention to detail and effective problem-solving abilities.
• Experience with Google Suite and Microsoft Suite.
• Adaptable and supportive of business growth in a dynamic environment.
• Team player with the ability to work independently.

REQUIREMENTS

• Access to a laptop or desktop computer.
• High-speed internet connection.
• Backup internet preferred, though not mandatory

We are a technical concierge company providing services such as tech support, digital marketing, appointment setting, recruiting, web development, and administrative support to our clients. With the industry growing, we strive to accommodate new demands in a changing environment.