Job Description
We are seeking a highly skilled Remote Tech Support Specialist to join our dynamic team based in Boston, MA. In this pivotal role, you will be the first line of defense for our clients, delivering exceptional technical assistance and ensuring seamless operations from the comfort of your home office.
As a fully remote role, we offer the flexibility to work from anywhere while collaborating with a world-class support team. You will utilize cutting-edge remote access tools to diagnose issues, resolve technical queries, and elevate the customer experience.
Why Join Us?
- 100% Remote Work: Enjoy the flexibility of working from home with a supportive distributed team.
- Competitive Salary: Earn between $60k and $80k based on experience.
- Comprehensive Benefits: Medical, dental, vision, and 401(k) matching.
- Professional Growth: Continuous training and clear pathways for advancement.
Your Mission
To deliver top-tier technical support through empathy, efficiency, and technical expertise.
Responsibilities
- Provide expert technical support via phone, email, and remote desktop tools for a diverse client base.
- Diagnose and troubleshoot hardware, software, and network connectivity issues efficiently.
- Document all interactions and resolutions within our ticketing system (e.g., Zendesk, Jira) to maintain accurate records.
- Proactively identify recurring issues and suggest process improvements to enhance the customer experience.
- Collaborate with senior engineers and product teams to escalate complex technical challenges.
- Ensure data security and compliance with company IT policies during remote sessions.
Qualifications
- Minimum of 1-3 years of experience in technical support or IT help desk roles.
- Proven experience working in a remote or distributed work environment.
- Strong knowledge of Windows, macOS, Linux, and Microsoft Office Suite.
- Excellent verbal and written communication skills with a customer-first mindset.
- Ability to troubleshoot network issues and configure VPNs and remote access tools.
- High school diploma or equivalent; Associate degree in IT or related field preferred.