Job Description
Join TechFlow Solutions as a Senior Remote Tech Support Specialist and become the hero behind our seamless digital experiences. We're revolutionizing tech support in Baltimore's thriving tech ecosystem with cutting-edge remote-first operations. As a key member of our elite support team, you'll empower clients nationwide while enjoying Baltimore's vibrant culture – all from your home office. We offer industry-leading benefits, flexible scheduling, and career growth opportunities in a collaborative, award-winning environment.
Why TechFlow Solutions? 🚀
- 100% remote work with stipend for home office setup
- Comprehensive health, dental, and vision insurance
- Professional development budget & certifications
- Quarterly team-building events in Baltimore
- Performance-based quarterly bonuses
Responsibilities
- Diagnose and resolve complex technical issues via phone, chat, and remote access for enterprise clients
- Manage ticket queues with SLA adherence and customer satisfaction focus
- Document solutions in knowledge base and create troubleshooting guides
- Collaborate with Tier 2 engineers on escalated network/infrastructure issues
- Train clients on security protocols and best practices
- Contribute to continuous improvement of support workflows
- Maintain 95%+ customer satisfaction metrics
Qualifications
- 3+ years of enterprise-level remote tech support experience
- Expertise in Windows, macOS, and cloud platforms (AWS/Azure)
- CompTIA Network+ or equivalent certification required
- Strong analytical skills with root cause analysis methodology
- Exceptional communication and empathy for diverse user profiles
- Experience with ticketing systems (Zendesk/Jira) and monitoring tools
- Ability to work independently with minimal supervision
- Bachelor's degree in IT or related field preferred