Job Description
Join our award-winning remote support team and revolutionize how we deliver exceptional service from the comfort of your Austin home! InnovateTech Solutions provides all necessary equipment – including high-speed internet, ergonomic desk setup, and dual monitors – so you can focus on what matters: our customers. As a cornerstone of our 24/7 operations, you'll troubleshoot complex technical issues while maintaining a flexible, work-life balance in the vibrant tech hub of Austin. Equipment provided, zero setup costs!
Responsibilities
- Resolve Tier 2-3 technical issues via phone, chat, and remote access for enterprise clients
- Document all cases meticulously in our CRM system with detailed resolution steps
- Collaborate with cross-functional teams to escalate complex problems effectively
- Conduct virtual onboarding sessions for new clients using our provided tools
- Analyze performance metrics to identify recurring issues and implement solutions
- Maintain strict compliance with security protocols and data protection standards
Qualifications
- 3+ years of technical support experience in remote/hybrid environments
- Expert knowledge of Windows OS, networking fundamentals, and cloud services
- CompTIA Network+ or equivalent certification required
- Exceptional written and verbal communication skills
- Proven ability to troubleshoot complex issues independently
- Experience with Zendesk, Jira, or similar support platforms
- Must reside within 50 miles of Austin, TX