Job Description
Job Title: Tech Support Specialist
Position Type: Full-Time, Remote
Working Hours: U.S. client business hours (with flexibility for shifts, weekends, or on-call rotation depending on SLA requirements)
About the Role:
Our client is seeking a Tech Support Specialist to provide timely, effective technical assistance to customers and internal users. This role involves troubleshooting hardware, software, or SaaS issues, resolving tickets, and escalating complex cases to higher-tier teams. The Tech Support Specialist ensures customers feel supported and that technical issues are resolved quickly, accurately, and professionally.
Responsibilities:
Customer Support & Troubleshooting:
- Respond to support tickets, calls, and chats through platforms like Zendesk, Freshdesk, Jira Service Desk, or ServiceNow.
- Diagnose and resolve Level 1/Level 2 technical issues (password resets, connectivity issues, app errors).
- Provide s...