Technical Support Specialist (Remote, U.S.-Based)

Staffvirtual • Minnesota, MN

4d • Remote

About The Position

This opportunity is open to candidates who are currently based in the United States. This is a customer support/help-desk position supporting a software application that tracks copier usage and meter data for clients. The person in this role answers phone calls and emails from clients, diagnoses problems within the software platform, and either resolves the issue remotely or logs a ticket and dispatches a technician for any hardware-related repairs. Think software support representative rather than administrator.

Requirements

• Comfortable being on the phone for most of the day and explaining technical issues in plain terms to non-technical people.
• Some comfort with troubleshooting software — no coding or IT certifications required.
• Organized and able to juggle multiple open issues with shifting priorities.
• A self-starter who can work independently without close supervision.
• Works well in a fast-paced, client-focused team environment.

Responsibilities

• Monitor the data-collection software daily to make sure it's reporting accurate, consistent information.
• Answer client calls and emails about problems and figure out how urgent each one is.
• Log every issue as a service ticket, promptly and accurately.
• Troubleshoot the software remotely — reinstalling or reconfiguring it as needed.
• Decide whether an issue can be resolved remotely or needs a technician on-site, then assign it to the right person.
• Keep clients updated on status and expected resolution time.
• Maintain accurate client account and contact records.
• Own each service request from the first call until it's fully resolved.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed