Job Description
We are seeking a highly motivated and detail-oriented Remote Tech Support Specialist to join our growing team based in Nashville, TN. In this pivotal role, you will serve as the primary point of contact for our clients, resolving technical issues with precision and empathy. We are looking for a proactive problem-solver who thrives in a remote environment and is eager to make an immediate impact.
As part of our elite support team, you will utilize cutting-edge tools to diagnose hardware and software problems, ensuring our customers experience seamless service from the comfort of their homes.
Responsibilities
- Provide exceptional tier-1 and tier-2 technical support via phone, email, and live chat.
- Diagnose and troubleshoot hardware, software, and network connectivity issues efficiently.
- Guide customers through software installations, updates, and configuration processes.
- Document all technical resolutions and customer interactions accurately in the CRM system.
- Maintain high customer satisfaction scores and adhere to service level agreements (SLAs).
- Collaborate with senior IT staff to escalate complex issues and suggest process improvements.
Qualifications
- High school diploma or equivalent required; Associate’s degree in IT or related field is a plus.
- Minimum of 1-2 years of experience in technical support, help desk, or customer service.
- Strong knowledge of Windows, macOS, and common office productivity suites (MS Office, Google Workspace).
- Excellent verbal and written communication skills with a patient and professional demeanor.
- Ability to troubleshoot technical issues independently and manage time effectively.
- Reliable high-speed internet connection and a dedicated, quiet home office space.