Technical Support Specialist

Job Summary

Acting as a key support resource, the full-time remote Technical Support Specialist will manage the ticket lifecycle, oversee escalations, and handle Apple Business Manager and MDM enrollments while collaborating with a Tier 1 AI agent to ensure a high-quality customer support experience.

Key responsibilities

• Manage the triage and lifecycle of support tickets, ensuring timely updates and resolutions
• Package and escalate unresolved tickets to the appropriate teams, maintaining customer communication throughout the process
• Oversee onboarding for Apple Business Manager and MDM, including troubleshooting and collaboration with customer IT teams

Required qualifications

• 1-3 years of experience in technical customer support, help desk, or IT support
• Proficiency in Zendesk or a similar ticketing system, with strong triaging skills
• Excellent written communication skills for conveying technical issues to diverse stakeholders
• Familiarity with AI tools and their application in support workflows
• Self-directed with the ability to work autonomously in a remote team environment