Senior Technical Support Specialist

Reliant Holdings•Pampa, TX

3h•Onsite

About The Position

Reliant Holdings is the largest privately held CO2 related family of companies in North America, with over 30 years of experience in CO2 capture, purification, and production. As a Senior Technical Support Specialist, you will direct day-to-day support execution and serve as the escalation point for complex end-user issues. This role is crucial for maintaining dependable onsite technology, reducing downtime, and strengthening service consistency across the organization. Your day will involve reviewing service trends, coordinating with teammates and other departments, updating knowledge articles, refining support workflows, sharing tips with users, and keeping asset records current. You will also be responsible for supervising and supporting technical support specialists, monitoring queue health, documenting incidents, delivering advanced troubleshooting for various IT issues, partnering on IT projects, and driving continuous improvement through process updates, documentation, and user training.

Requirements

Proven ability to lead, coach, and develop support staff
Strong troubleshooting skills
Customer-focused communication
Discipline in ticketing, documentation, and service monitoring
Ability to perform essential functions of the position

Responsibilities

Direct day-to-day support execution
Serve as the escalation point for complex end-user issues
Supervise and support technical support specialists
Monitor queue health and escalate as needed
Document incidents, root causes, and resolutions in the ticketing system
Deliver advanced troubleshooting for hardware, software, enterprise applications, connectivity, remote access, email, and printing
Partner on IT projects and system implementations
Drive continuous improvement through process updates, documentation, and user training
Update knowledge articles and refine support workflows
Share practical tips with users and keep asset records current