Job Description

Job Description

Job Description

We are seeking Technical Support Specialists to join our growing global support team. This role is focused on providing external end-user support across phone, chat, and ticketing systems. You will work on complex issues that often require deep troubleshooting and customer service skills. This is not a basic password reset role — calls can run 30 minutes or longer as you help solve real technical challenges.

You will be part of a 24/7 support operation, collaborating with a team spread across the U.S. and internationally. This position offers the opportunity to make a real impact with end users while developing your technical and customer service expertise.

Key Responsibilities

• Provide external end-user technical support via phone, chat, and ticketing systems (ZenDesk, Genisis).
• Resolve 25–35 tickets per week, including 2nd/3rd tier issues.
• Troubleshoot network and product-specific issues, ensuring timely and accurate resolutions.
• Deliver exceptional customer service, guiding end users with patience and professionalism.
• Document technical issues and resolutions clearly and accurately.
• Multitask between calls, chats, and tickets effectively in a fast-paced environment.
• Travel up to 25% for onsite technical projects (typically closer to 10%; may require 1–2 days’ notice).
• Be available for on-call coverage during major incidents, staying until resolution is complete.

Qualifications

Required:

• 2+ years of technical support experience.
• Strong background in network support (specific to products and systems).
• Excellent customer service skills working with external end users.
• Outstanding communication and documentation abilities.
• Experience with product support, ideally external customer-facing.

Preferred:

• Net+ training or certification.
• ITIL, A+, or related technical schooling.
• Experience with network-related troubleshooting and support tools.

Schedule & Work Conditions

• Schedule: Sunday–Thursday or Tuesday–Saturday .
• Coverage: 9-hour day with 1-hour lunch; core coverage 7 AM–7 PM CST.
• On-call duty: Must remain until resolution if major incidents occur.

• Minimum of 2 years of experience in technical support roles.
• Proficiency in network support, including troubleshooting related to products and systems.
• Strong customer service skills, particularly in working with external end users.
• Excellent communication and documentation skills.
• Experience in product support for external customers.
• Preferred qualifications include Net+ certification or training, A+ certification, or related technical education.
• Familiarity with network troubleshooting tools and methodologies.

Job Tags

Sunday, Saturday,

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