Job Description
Join TechSolve Inc., a leading technology solutions provider, as a Remote Technical Support Specialist. We're seeking passionate tech enthusiasts to deliver exceptional customer support from the comfort of their Lincoln homes. Enjoy competitive compensation, comprehensive benefits, and a flexible work environment while solving complex technical challenges for our diverse client base. As a key member of our support team, you'll play a vital role in maintaining customer satisfaction and driving innovation in IT solutions.
Responsibilities
- Diagnose and resolve hardware/software issues via phone, email, and remote access tools
- Document technical cases accurately in ticketing systems (Zendesk/Jira)
- Guide customers through complex troubleshooting procedures with clear instructions
- Collaborate with Tier 2 engineers to escalate unresolved technical problems
- Conduct system health checks and preventative maintenance for enterprise clients
- Develop knowledge base articles to improve team efficiency
- Maintain SLA compliance with 95%+ customer satisfaction metrics
Qualifications
- 3+ years in technical support with remote work experience
- CompTIA A+/Network+ certification or equivalent expertise
- Proficiency in Windows/macOS/Linux environments and cloud platforms
- Strong diagnostic skills for networking (TCP/IP, DNS, VPN) and security protocols
- Exceptional communication skills with ability to explain technical concepts simply
- Experience with remote support tools (TeamViewer, AnyDesk, SCCM)
- Ability to manage multiple priorities in fast-paced environments