Job Description
Join our award-winning remote tech support team and become the hero of Detroit's digital transformation! We're urgently seeking passionate tech enthusiasts to provide exceptional customer service and resolve complex technical challenges for our diverse clientele. Enjoy flexible remote work with full benefits, cutting-edge tools, and opportunities for rapid career growth in Michigan's thriving tech hub.
Responsibilities
- Diagnose and resolve hardware/software issues via remote access and phone support
- Implement security protocols and maintain system integrity across client networks
- Create detailed documentation of incidents and resolutions for knowledge base
- Collaborate with Tier 2 engineers on escalated technical problems
- Train clients on system optimization and cybersecurity best practices
- Monitor ticket queues and maintain SLA compliance metrics
- Contribute to process improvement initiatives for support workflows
Qualifications
- 3+ years of experience in remote technical support or helpdesk roles
- CompTIA A+ or equivalent industry certification required
- Expertise in Windows/macOS, networking fundamentals, and cloud platforms
- Exceptional communication skills with ability to explain technical concepts clearly
- Proven problem-solving abilities with strong analytical thinking
- Experience with ticketing systems (Jira, Zendesk) and remote desktop tools
- Ability to work independently with minimal supervision in remote environment
- Valid driver's license for occasional on-site client visits