Job Description
We are seeking a highly skilled Remote Tech Support Specialist to join our dynamic team based in Lincoln, NE. In this pivotal role, you will serve as the first point of contact for our clients, providing exceptional technical assistance and ensuring seamless technology operations from the comfort of your home office.
As a leader in the tech support industry, we pride ourselves on innovation and customer satisfaction. We offer a competitive benefits package, flexible remote work schedules, and ample opportunities for professional growth. If you have a passion for problem-solving and a knack for explaining complex technical concepts in simple terms, we want to hear from you.
Responsibilities
- Provide tier-one and tier-two technical support via phone, email, and remote desktop tools.
- Diagnose and resolve hardware, software, and network connectivity issues for end-users.
- Log and track all support tickets in our CRM system, ensuring timely follow-up and resolution.
- Escalate complex issues to senior engineers while keeping customers informed throughout the process.
- Maintain and update the internal knowledge base with troubleshooting steps and solutions.
- Conduct basic system configurations and security audits for remote workstations.
Qualifications
- High school diploma or equivalent; Associate degree in Computer Science, IT, or related field preferred.
- Minimum of 2 years of experience in a help desk or technical support role.
- Strong knowledge of Microsoft Windows, macOS, and common office applications.
- Proficiency with remote support tools such as TeamViewer, LogMeIn, or similar software.
- Excellent verbal and written communication skills with a customer-centric approach.
- Ability to work independently, manage time effectively, and meet strict SLAs.