Job Description
Join InnovateTech Solutions as a Senior Remote Tech Support Specialist and become the backbone of our client success team. We're seeking a tech-savvy professional to deliver exceptional remote support to our growing client base across the US. This fully remote position offers the flexibility to work from anywhere while making a tangible impact on customer satisfaction and operational efficiency. You'll collaborate with cross-functional teams to resolve complex technical issues and contribute to process improvements that enhance our support ecosystem. Enjoy competitive compensation, comprehensive benefits, and opportunities for professional growth in a dynamic tech environment.
Responsibilities
- Diagnose and resolve complex technical issues via phone, email, and remote access across diverse hardware/software platforms
- Document all support interactions and resolutions in our ticketing system with precision and detail
- Collaborate with engineering teams to escalate unresolved issues and implement permanent solutions
- Develop and maintain technical documentation, knowledge base articles, and troubleshooting guides
- Monitor system health and proactively address potential vulnerabilities to prevent service disruptions
- Train junior support staff on advanced troubleshooting techniques and best practices
- Analyze support trends to identify opportunities for process optimization and customer experience enhancement
Qualifications
- 5+ years of experience in remote technical support with proven expertise in Windows/macOS environments
- CompTIA Network+ or equivalent certification (required), CCNA or Security+ preferred
- Proficiency in remote desktop tools (TeamViewer, AnyDesk) and ticketing systems (Zendesk, Jira)
- Exceptional problem-solving abilities with strong analytical and diagnostic skills
- Outstanding written and verbal communication skills with ability to translate technical concepts for non-technical users
- Experience working in SaaS environments and familiarity with cloud infrastructure (AWS/Azure)
- Ability to manage multiple priorities in a fast-paced remote work environment
- Must be based in Tulsa, OK area for occasional on-site collaboration