Job Description
We are seeking a proactive and detail-oriented Remote Technical Support Specialist to join our distributed team. In this pivotal role, you will be the first point of contact for our clients, resolving technical challenges from the comfort of your home. We believe in empowering our team with the right tools, which is why we provide all necessary hardware (laptops, monitors) and software licenses.
As a fully remote employee, you will enjoy the flexibility to work from anywhere in the United States while contributing to a high-performance culture focused on customer satisfaction and technical excellence.
Responsibilities
- Provide exceptional remote technical support via phone, chat, and email to internal employees and external clients.
- Troubleshoot and resolve hardware (laptops, peripherals) and software (Windows/macOS, Office 365, browsers) issues efficiently.
- Utilize remote desktop access tools to diagnose and fix complex problems with minimal downtime.
- Document all support tickets, resolutions, and workarounds in our ticketing system (Zendesk/ServiceNow).
- Collaborate with the IT infrastructure team to implement software updates and security patches.
- Guide users through software installations, password resets, and basic network troubleshooting steps.
Qualifications
- Minimum of 3 years of experience in technical support, helpdesk, or IT support roles.
- Strong knowledge of Windows and macOS operating systems.
- Experience with remote access tools (TeamViewer, AnyDesk, etc.) is required.
- Excellent verbal and written communication skills to explain technical concepts to non-technical users.
- Ability to work independently in a remote environment with high self-motivation and discipline.
- Associate degree or certification in IT (CompTIA A+, Network+) preferred.