Job Description
Join the fastest-growing tech team in Miami!
We are looking for a Technical Support Specialist to join our elite customer experience team. If you are passionate about solving complex technical problems and delivering world-class service, we want to hear from you. This is an immediate hire opportunity with a competitive benefits package and a clear path for career advancement.
As a Technical Support Specialist, you will be the frontline defender for our clients, ensuring seamless integration of our cloud solutions. You will work in a dynamic, fast-paced environment where your skills will make a direct impact on our client satisfaction scores.
Why Join Us?
- Immediate Start: Onboard and begin contributing from day one.
- Premium Benefits: Health, dental, vision, and 401(k) matching.
- Growth: Mentorship from senior engineers and certification support.
Responsibilities
- Diagnose & Resolve: Provide Tier 2 technical support via phone, email, and remote desktop for hardware and software issues.
- Ticket Management: Log, track, and prioritize all support tickets using our CRM system to ensure SLA compliance.
- Customer Advocacy: Act as a brand ambassador, resolving complex escalations with empathy and technical expertise.
- Documentation: Maintain up-to-date knowledge bases and FAQs to reduce repeat support requests.
- Collaboration: Work closely with the development and engineering teams to report bugs and suggest product improvements.
Qualifications
- Education: High school diploma or equivalent; Associate’s degree in Computer Science or related field preferred.
- Experience: 1-3 years of experience in IT support, help desk, or customer service.
- Technical Skills: Proficiency in Windows, macOS, and mobile OS troubleshooting. Basic knowledge of networking (TCP/IP, DNS, DHCP) is a plus.
- Communication: Exceptional verbal and written communication skills; able to explain technical concepts to non-technical users.
- Tools: Familiarity with ticketing systems (e.g., Zendesk, Jira) and remote support tools (e.g., TeamViewer, LogMeIn).