Tier 1 Technical Support Specialist

Job Summary

Delivering expert, customer-focused technical support, the full-time Tier 1 Technical Support Specialist will manage inbound and outbound technical issues, troubleshoot common computer-related problems, and ensure efficient ticket and queue management in a remote setting.

Key responsibilities

• Serve as the primary point of contact for customer support, handling interactions with professionalism and care
• Investigate, diagnose, and resolve common technical issues while escalating complex problems to Tier 2 support
• Monitor and manage the support ticketing queue to ensure prompt and thorough responses to customer requests

Required qualifications

• Previous experience in a technical support or helpdesk role with a proven track record of effective issue resolution
• Knowledge of core support tools, including ticketing systems and remote support platforms
• Intermediate AI skills with hands-on experience using AI tools for troubleshooting and productivity enhancement
• Solid understanding of computers and common technical issue troubleshooting
• Availability to work various shifts, including weekends or rotating coverage