Job Description
Are you an expert troubleshooter looking for a high-impact career? TechNexus Solutions is seeking a highly skilled Senior Remote Tech Support Specialist to join our elite support team. We are leading the industry in providing cutting-edge technical assistance to enterprise clients across the nation. This is a fully remote position offering a competitive salary, comprehensive benefits, and the flexibility to work from anywhere in the United States.
We value technical excellence and customer-centric service. If you are passionate about resolving complex technical challenges and enjoy a dynamic work environment, we want to hear from you.
We value technical excellence and customer-centric service. If you are passionate about resolving complex technical challenges and enjoy a dynamic work environment, we want to hear from you.
Responsibilities
- Provide Tier 2 & Tier 3 Technical Support: Troubleshoot and resolve complex hardware, software, and network issues for enterprise clients via phone, email, and remote desktop tools.
- Remote Troubleshooting: Utilize remote access software (e.g., TeamViewer, AnyDesk) to diagnose and fix client systems without physical presence.
- Ticket Management: Manage and prioritize incoming support tickets within our CRM system (Zendesk/ServiceNow) to ensure timely resolution and high customer satisfaction scores.
- Knowledge Base Creation: Document solutions and create detailed knowledge base articles to assist other team members and reduce repeat tickets.
- Client Communication: Maintain clear, professional, and empathetic communication with clients to explain technical concepts in an accessible manner.
- System Monitoring: Monitor system alerts and perform proactive maintenance to prevent potential outages.
Qualifications
- Experience: Minimum of 4-5 years of professional experience in IT support, Help Desk, or Technical Support roles.
- Remote Experience: Proven track record of successfully working in a remote environment with excellent self-discipline.
- Technical Skills: Strong understanding of Windows and macOS operating systems, networking (TCP/IP, DNS), and common office software.
- Communication: Superior written and verbal communication skills with the ability to translate technical jargon for non-technical users.
- Tools: Proficiency in remote support tools, ticketing systems, and CRM software.
- Education: Associate’s degree or higher in Information Technology, Computer Science, or related field is preferred.