Job Description
Join our team as a Technical Support Agent in a highly supportive and collaborative environment. We are seeking a motivated professional who brings strong customer service skills and a commitment to delivering an exceptional support experience. In this role, you will be responsible for providing technical assistance to external clients across a variety of computer applications and platforms, ensuring issues are handled efficiently and professionally while maintaining a high standard of service quality.
Job Responsibilities
- Provide prompt and effective technical assistance via phone or email, ensuring customer service excellence and managing expectations.
- Log and manage all customer-reported issues in our ticketing system.
- Monitor and respond to customer inquiries, lead communication efforts, and ensure timely status updates and issue resolution.
- Diagnose and resolve technical issues remotely, utilizing available resources for research.
- Advise users on best practices and appropriate actions.
- Follow up with customers to ensure complete resolution of issues.
- Redirect or escalate problems to the appropriate internal or external resource.
- Identify and escalate situations that require urgent attention.
- Create and update client support documentation, knowledge base articles, and problem resolution records.
Job Qualifications
- Strong verbal and written communication skills with the ability to provide excellent customer support.
- Proven customer service experience with a strong understanding of support best practices and a customer-first mindset.
- Strong analytical and problem-solving skills to troubleshoot and resolve IT-related issues efficiently, with the ability to identify root causes and implement effective solutions.
- Ability to work independently while collaborating effectively within a fast-paced team environment, demonstrating ownership and accountability for assigned work.
- Experience using help desk or ticketing systems.
- Excellent time management, organizational skills, and attention to detail.
- Positive attitude with the ability to adapt to changing priorities and work well with customers and team members in dynamic environments.
- Working knowledge of Windows operating systems and macOS environments.
- Experience supporting Active Directory, Azure Active Directory, Microsoft 365 (Office 365), and Google Workspace (G Suite).
- Familiarity with VoIP systems and related technologies.
- Basic desktop and end-user troubleshooting experience, including printers, scanners, and peripheral devices.
- Understanding of computer networking, Wi-Fi connectivity, and network-attached devices.
- Experience with HaloPSA, NinjaOne RMM, IT Glue, or Hudu is a plus.
- Experience supporting WatchGuard and SonicWALL firewalls is preferred.
- Familiarity with Ubiquiti switches and wireless access points is a plus.
- Experience with VoIP platforms such as 3CX, FreePBX, FusionPBX, Asterisk, or Freeswitch is highly desirable.
- Knowledge of cybersecurity and IT management tools such as Huntress EDR, AutoElevate, Veeam, Proofpoint, and Exclaimer is a plus.
- Industry certifications such as Network+, Security+, Server+, CCNA, MCSA, or MCSE combined with relevant experience are highly valued.
Compensation
Pay rate ranges from $16.27/hour up to $24.25/hour and may vary by experience and location.
Benefits
- Medical Insurance Plan
- Dental & Vision
- Life Insurance
- Disability Coverage
- Paid Time Off (starts at 15 days per year)
- Maternity/Paternity Leave
- Paid US Holiday
- Retirement Plan
- Salary Advancement/Loan
- Health & Wellness Program
- Company-paid training and certification
- Supplemental Life Insurance (Employee-paid)
- Supplemental Health Plans (Employee-paid)