339 At&t jobs in Las Vegas

Description

As a member of the Information Services Department, the Technical Support Analyst is responsible for providing outstanding phone and e-mail support as a first point of contact for users calling about computer questions, issues, and requests. This individual communicates courteously and effectively to all attorneys and staff to ensure high-level customer service standards are met. Please note that the required work schedule for this position is 11:00 am-8:00 pm Eastern Time (8:00 am-5:00 pm Pacific Time).

ESSENTIAL FUNCTIONS:

• Provides outstanding phone and e-mail support as a first point of contact with the IS HelpDesk for all Fox Rothschild computer users.

• Documents all pertinent end-user identification information and nature of problem or issues in Service Now system.

• Access knowledge bases and resources on the Internet to aid in problem resolution.

• Assists as a member of the team for the development and maintenance of the service desk application (Service Now), with team members to keep up to date with knowledge about the use of defined tools, templates and standards.

• Develops help sheets and frequently asked questions lists for Solutions knowledge base.

ADDITIONAL FUNCTIONS:

• Perform other duties, as assigned.

QUALIFICATIONS (EXPERIENCE, KNOWLEDGE, SKILLS AND ABILITIES):

Education:

• Associate's degree in related field or an equivalent combination of experience and education is required.

Experience:

• Minimum of two years of related experience in a technical phone support center/helpdesk environment; law firm experience preferred.

• Application support experience with Office 365 products with an emphasis on Word and Excel.

• Experience with DMS/FileSite a plus.

Knowledge, Skills, & Abilities:

• Working knowledge of network and local PC diagnostic utility tools.

• Exceptional written and oral communication skills.

• Ability to work in a fast-paced team environment.

• Exceptional customer service orientation.

• Flexibility of schedule, may need to cover other shifts, or occasional off-hour availability is required.

• Ability to absorb and retain information quickly.

• Ability to effectively prioritize and execute tasks in a high-pressure work environment.

WORK ENVIRONMENT & PHYSICAL DEMANDS:

This job operates in a clerical, office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

PHYSICAL REQUIREMENTS

Medium Work: Exertion of physical strength to lift, carry, push, pull, or otherwise move objects 20 to 50 pounds frequently, and/or greater than negligible up to 10 pounds.

VISUAL ACUITY

Worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading.

COMPENSATION & BENEFITS

The salary ranges for this position apply to the respective listed locations. The salary range reflects a variety of factors that are considered in making compensation decisions, including but not limited to experience, education, licensure and/or certifications, geographic location, market demands and other business and organizational needs. It is not typical for an individual to be hired at or near the top of the range for a position. Reasonable estimates of the current ranges for this position are:

• Las Vegas: $60,000 to $5,000

• Atlantic City, Chicago, Denver, Minneapolis, Morristown, Princeton, Washington, D.C.: 68,900 to 75,000

• Los Angeles, New York, San Francisco, Seattle: 70,000 to 85,000

For information on Fox Rothschild's compensation and benefits visit: Compensation & Benefits (foxrothschild.com) (

DISCLAIMER

Fox Rothschild LLP is under no obligation to provide sponsorship for this position. Applicants must be currently authorized to work in the United States on a full-time basis now and in the future.

The above is intended to describe the general content of and requirements for the performance of this job. It is not a contract or employment agreement and is not to be construed as an exhaustive statement of all functions, responsibilities, or requirements the employee may be required to perform, and the employee may be required to perform additional duties. Additionally, management reserves the right to review and revise the job description at any time. Employment with the firm is at-will. Employees must be able to satisfactorily perform all of the essential functions of the position with or without a reasonable accommodation. If an accommodation request would cause an undue hardship or a safety concern, the individual may not be eligible for the position.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights ( notice from the Department of Labor.

As a member of the Information Services Department, the Technical Support Analyst is responsible for providing outstanding phone and e-mail support as a first point of contact for users calling about computer questions, issues, and requests. This individual communicates courteously and effectively to all attorneys and staff to ensure high-level customer service standards are met. Please note that the required work schedule for this position is 11:00 am-8:00 pm Eastern Time (8:00 am-5:00 pm Pacific Time).

ESSENTIAL FUNCTIONS:

• Provides outstanding phone and e-mail support as a first point of contact with the IS HelpDesk for all Fox Rothschild computer users.
• Documents all pertinent end-user identification information and nature of problem or issues in Service Now system.
• Access knowledge bases and resources on the Internet to aid in problem resolution.
• Assists as a member of the team for the development and maintenance of the service desk application (Service Now), with team members to keep up to date with knowledge about the use of defined tools, templates and standards.
• Develops help sheets and frequently asked questions lists for Solutions knowledge base.

ADDITIONAL FUNCTIONS:

• Perform other duties, as assigned.

QUALIFICATIONS (EXPERIENCE, KNOWLEDGE, SKILLS AND ABILITIES):

Education:

• Associate’s degree in related field or an equivalent combination of experience and education is required.

Experience:

• Minimum of two years of related experience in a technical phone support center/helpdesk environment; law firm experience preferred.
• Application support experience with Office 365 products with an emphasis on Word and Excel.
• Experience with DMS/FileSite a plus.

Knowledge, Skills, & Abilities:

• Working knowledge of network and local PC diagnostic utility tools.
• Exceptional written and oral communication skills.
• Ability to work in a fast-paced team environment.
• Exceptional customer service orientation.
• Flexibility of schedule, may need to cover other shifts, or occasional off-hour availability is required.
• Ability to absorb and retain information quickly.
• Ability to effectively prioritize and execute tasks in a high-pressure work environment.

WORK ENVIRONMENT & PHYSICAL DEMANDS:

This job operates in a clerical, office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

PHYSICAL REQUIREMENTS

Medium Work: Exertion of physical strength to lift, carry, push, pull, or otherwise move objects 20 to 50 pounds frequently, and/or greater than negligible up to 10 pounds.

VISUAL ACUITY

Worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading.

COMPENSATION & BENEFITS

The salary ranges for this position apply to the respective listed locations. The salary range reflects a variety of factors that are considered in making compensation decisions, including but not limited to experience, education, licensure and/or certifications, geographic location, market demands and other business and organizational needs. It is not typical for an individual to be hired at or near the top of the range for a position. Reasonable estimates of the current ranges for this position are:

• Las Vegas: $60,000 to $5,000
• Atlantic City, Chicago, Denver, Minneapolis, Morristown, Princeton, Washington, D.C.: 68,900 to 75,000
• Los Angeles, New York, San Francisco, Seattle: 70,000 to 85,000

For information on Fox Rothschild's compensation and benefits visit: Compensation & Benefits (foxrothschild.com)

DISCLAIMER

Fox Rothschild LLP is under no obligation to provide sponsorship for this position. Applicants must be currently authorized to work in the United States on a full-time basis now and in the future.

The above is intended to describe the general content of and requirements for the performance of this job. It is not a contract or employment agreement and is not to be construed as an exhaustive statement of all functions, responsibilities, or requirements the employee may be required to perform, and the employee may be required to perform additional duties. Additionally, management reserves the right to review and revise the job description at any time. Employment with the firm is at-will. Employees must be able to satisfactorily perform all of the essential functions of the position with or without a reasonable accommodation. If an accommodation request would cause an undue hardship or a safety concern, the individual may not be eligible for the position.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review the Know Your Rights notice from the Department of Labor.

**Description**
As a member of the Information Services Department, the Technical Support Analyst is responsible for providing outstanding phone and e-mail support as a first point of contact for users calling about computer questions, issues, and requests. This individual communicates courteously and effectively to all attorneys and staff to ensure high-level customer service standards are met. **Please note that the required work schedule for this position is 11:00 am-8:00 pm Eastern Time (8:00 am-5:00 pm Pacific Time).**
**ESSENTIAL FUNCTIONS:**
+ Provides outstanding phone and e-mail support as a first point of contact with the IS HelpDesk for all Fox Rothschild computer users.
+ Documents all pertinent end-user identification information and nature of problem or issues in Service Now system.
+ Access knowledge bases and resources on the Internet to aid in problem resolution.
+ Assists as a member of the team for the development and maintenance of the service desk application (Service Now), with team members to keep up to date with knowledge about the use of defined tools, templates and standards.
+ Develops help sheets and frequently asked questions lists for Solutions knowledge base.
**ADDITIONAL FUNCTIONS:**
+ Perform other duties, as assigned.
**QUALIFICATIONS (EXPERIENCE, KNOWLEDGE, SKILLS AND ABILITIES):**
**Education:**
+ Associate's degree in related field or an equivalent combination of experience and education is required.
**Experience:**
+ Minimum of two years of related experience in a technical phone support center/helpdesk environment; law firm experience preferred.
+ Application support experience with Office 365 products with an emphasis on Word and Excel.
+ Experience with DMS/FileSite a plus.
**Knowledge, Skills, & Abilities:**
+ Working knowledge of network and local PC diagnostic utility tools.
+ Exceptional written and oral communication skills.
+ Ability to work in a fast-paced team environment.
+ Exceptional customer service orientation.
+ Flexibility of schedule, may need to cover other shifts, or occasional off-hour availability is required.
+ Ability to absorb and retain information quickly.
+ Ability to effectively prioritize and execute tasks in a high-pressure work environment.
**WORK ENVIRONMENT & PHYSICAL DEMANDS:**
This job operates in a clerical, office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
**PHYSICAL REQUIREMENTS**
Medium Work: Exertion of physical strength to lift, carry, push, pull, or otherwise move objects 20 to 50 pounds frequently, and/or greater than negligible up to 10 pounds.
**VISUAL ACUITY**
Worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading.
**COMPENSATION & BENEFITS**
The salary ranges for this position apply to the respective listed locations. The salary range reflects a variety of factors that are considered in making compensation decisions, including but not limited to experience, education, licensure and/or certifications, geographic location, market demands and other business and organizational needs. It is not typical for an individual to be hired at or near the top of the range for a position. Reasonable estimates of the current ranges for this position are:
+ Las Vegas: $60,000 to $5,000
+ Atlantic City, Chicago, Denver, Minneapolis, Morristown, Princeton, Washington, D.C.: 68,900 to 75,000
+ Los Angeles, New York, San Francisco, Seattle: 70,000 to 85,000
For information on Fox Rothschild's compensation and benefits visit: Compensation & Benefits (foxrothschild.com) ( Rothschild LLP is under no obligation to provide sponsorship for this position. Applicants must be currently authorized to work in the United States on a full-time basis now and in the future._
_The above is intended to describe the general content of and requirements for the performance of this job. It is not a contract or employment agreement and is not to be construed as an exhaustive statement of all functions, responsibilities, or requirements the employee may be required to perform, and the employee may be required to perform additional duties. Additionally, management reserves the right to review and revise the job description at any time. Employment with the firm is at-will. Employees must be able to satisfactorily perform all of the essential functions of the position with or without a reasonable accommodation. If an accommodation request would cause an undue hardship or a safety concern, the individual may not be eligible for the position._
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review the Know Your Rights ( notice from the Department of Labor.

Our client, a leader in the technology services industry, is looking for a highly motivated and experienced Technical Support Lead to join their team in Las Vegas, Nevada, US . This role is crucial for ensuring the highest level of customer satisfaction by providing exceptional technical assistance and guiding a team of support specialists. The Technical Support Lead will be responsible for managing the daily operations of the helpdesk, troubleshooting complex technical issues, and escalating problems when necessary. You will play a key role in developing and implementing support procedures, training new team members, and maintaining knowledge base articles. The ideal candidate will possess strong leadership skills, a deep understanding of hardware and software troubleshooting, and a commitment to delivering outstanding customer service. Responsibilities include monitoring ticket queues, ensuring timely resolution of customer inquiries, and identifying trends in support requests to suggest improvements. You will also be responsible for documenting solutions and best practices, and collaborating with other departments to resolve product issues. This position requires excellent communication and problem-solving abilities, as well as the capacity to work effectively under pressure. The successful candidate will foster a positive and collaborative team environment, driving performance and customer satisfaction.
Qualifications:

• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field.
• Minimum of 4-6 years of experience in technical support or helpdesk environments.
• At least 1-2 years of experience in a lead or supervisory role.
• In-depth knowledge of Windows and macOS operating systems, Microsoft Office Suite, and common business applications.
• Experience with ticketing systems (e.g., Zendesk, ServiceNow).
• Strong troubleshooting and diagnostic skills.
• Excellent customer service and interpersonal skills.
• Ability to train and mentor junior support staff.
• CompTIA A+, Network+, or similar certifications are a plus.

Customer Technical Support Representative

About the Role:
In this opportunity as Customer Technical Support Representative , you will:

• Log and classify all calls and requests for assistance in the call tracking database.
• Respond to customers' inquiries relating to technical issues with software, online or electronic products.
• Filter and escalate inquiries as appropriate.
• Track inquiry resolution progress and where appropriate proactively call customers with a status update or resolution.
• Follow the appropriate procedures to respond to issues, resolving as many queries as possible on the first call.

Scheduling:

• Full time, potential 2nd Shift(2-10:30pm central)
• Potential need to work Company Holidays
• Weekend shift as part of regular schedule

Training:

• 4 weeks paid training
• Training Hours: 8 to 4:30pm central
• Day hours for 2 3 months before moving to 2nd shift

The successful candidate must be able to obtain and maintain a security clearance as a condition of employment. This requirement is necessary to support certain customers and products within our organization.

About You:
You're a fit for the role of Customer Technical Support Rep if your background includes:

• Two-year technical degree or equivalent experience.
• Basic hardware and software troubleshooting skills.
• Strong verbal and written communication skills.
• Ability to actively listen and comprehend complex technical issues.
• Maintain a positive service attitude with the ability to understand and empathize with customer concerns.
• Ability to think critically.
• Call center experience preferred.

#LI-JF1

What's in it For You?

• Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance.

• Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow's challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.

• Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.

• Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together.

• Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.

• Making a Real-World Impact: We are one of the few companies globally that helps its customers pursue justice, truth, and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.

In the United States, Thomson Reuters offers a comprehensive benefits package to our employees. Our benefit package includes market competitive health, dental, vision, disability, and life insurance programs, as well as a competitive 401k plan with company match. In addition, Thomson Reuters offers market leading work life benefits with competitive vacation, sick and safe paid time off, paid holidays (including two company mental health days off), parental leave, sabbatical leave. These benefits meet or exceeds the requirements of paid time off in accordance with any applicable state or municipal laws. Finally, Thomson Reuters offers the following additional benefits: optional hospital, accident and sickness insurance paid 100% by the employee; optional life and AD&D insurance paid 100% by the employee; Flexible Spending and Health Savings Accounts; fitness reimbursement; access to Employee Assistance Program; Group Legal Identity Theft Protection benefit paid 100% by employee; access to 529 Plan; commuter benefits; Adoption & Surrogacy Assistance; Tuition Reimbursement; and access to Employee Stock Purchase Plan. Thomson Reuters complies with local laws that require upfront disclosure of the expected pay range for a position. The base compensation range varies across locations.
For any eligible US locations, unless otherwise noted, the base compensation range for this role is $36,540 - $67,860.
This role may also be eligible for an Annual Bonus based on a combination of enterprise and individual performance.
Base pay is positioned within the range based on several factors including an individual's knowledge, skills and experience with consideration given to internal equity. Base pay is one part of a comprehensive Total Reward program which also includes flexible and supportive benefits and other wellbeing programs.
This job posting will close 09/15/2025.

About Us

Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal, tax, accounting, compliance, government, and media. Our products combine highly specialized software and insights to empower professionals with the data, intelligence, and solutions needed to make informed decisions, and to help institutions in their pursuit of justice, truth, and transparency. Reuters, part of Thomson Reuters, is a world leading provider of trusted journalism and news.

We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments. At a time when objectivity, accuracy, fairness, and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward.

As a global business, we rely on the unique backgrounds, perspectives, and experiences of all employees to deliver on our business goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity Employer providing a drug-free workplace.

We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law. More information on requesting an accommodation here.

Learn more on how to protect yourself from fraudulent job postings here.

More information about Thomson Reuters can be found on thomsonreuters.com.

Job Requirements

Company Overview

ConcertAI is at the forefront of revolutionizing healthcare with our cutting-edge AI and data solutions. Our mission is to accelerate insights, advance research, and improve patient outcomes in oncology and across life sciences. As a leader in real-world evidence (RWE) and data-driven technology, ConcertAI partners with top pharmaceutical companies, healthcare providers, and research institutions to enhance patient outcomes and streamline clinical research. By leveraging evidence-generation and artificial intelligence, we deliver unparalleled insights into treatment effectiveness, patient care, and disease progression to advance precision medicine and medical innovation.

Within the ConcertAI ecosystem, TeraRecon is a leading innovator in advanced visualization, artificial intelligence (AI), and image analysis solutions for healthcare. With a focus on improving clinical workflows and enhancing diagnostic precision, TeraRecon offers scalable platforms like Intuition and Eureka AI to integrate imaging, data, and AI-driven insights seamlessly. Additionally, CancerLinQ, an oncology-focused platform developed by ASCO and now part of ConcertAI, supports cancer centers and practices in improving care quality and discovery.

Joining ConcertAI means becoming part of a visionary team dedicated to transforming the healthcare landscape. You'll have the opportunity to work on innovative projects that directly impact patient lives, collaborate with some of the brightest minds in the industry, and be at the cutting edge of technological advancements in healthcare. ConcertAI offers a dynamic and inclusive work environment, competitive benefits, and ample opportunities for personal and professional growth. If you're passionate about making a difference in healthcare and excited by the prospect of working with advanced AI and data solutions, ConcertAI is the perfect place for you to thrive and make a lasting impact.

Role Summary

This role is an important member of Customer Support team. We are seeking an Associate Technical Support Specialist with an understanding of Healthcare IT systems and basic computer hardware software knowledge.

Responsibilities

• Assist with answering phones for Tier 0 as required.
• Assist with any impromptu tasks as necessary.
• Provide first line of technical support to customers via phone, email or chat utilizing remote access tools provided by Terarecon.
• Analyze and resolve basic hardware / software issues associated with TeraRecon products running on Windows Workstations and Windows Server Operating Systems.
• Prompt escalation of customer product issues in a timely manner for analysis and further action by higher level of support.
• Ensure follow-up on open cases created by higher level support engineers.
• Contact customers pro-actively to schedule software upgrades.
• Maintain a complete description of the issues and remedial actions taken for resolution of the issue in the case management system.
• Implementing best practices and process improvements while diagnosing problems and thereby determine appropriate follow-up action.
• Adhere to regulatory processes.

Requirements

• Associate degree in a Technical field or B.S. Degree in any field of Engineering preferred or IT support specialist certification
• 12+ months of experience in customer service preferably in healthcare industry is preferred
• Basic computer hardware/software knowledge required.
• Effective communication skills and ability to understand and document customer reported problems accurately.
• Analyze problems using proper logic and reasoning acquired through academic learning.

*This role may require DoD clearance for work with government contracts.

Learn More About ConcertAI

Our team at ConcertAI is dedicated to transforming healthcare decision-making through the application of RWE and AI to improve patient outcomes. We work in a fast-paced, dynamic, high-performing culture where diversity, collaboration, and innovation are valued. Join us on our quest to create a world free of disease. Learn more about ConcertAI at or follow us onLinkedIn.Serving 1,300 clinical sites globally, TeraRecon - a ConcertAI company - is a Best in KLAS solution provider for AI-empowered radiology, oncology, cardiology, neurology, and vascular surgery. In the future, the combination with ConcertAI could bring a single, advanced AI-augmented diagnosis and interpretation capability from clinical trials to patient care. Learn more about TeraRecon at , or follow us on LinkedIn.

EEO

ConcertAI provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Our client, a rapidly growing SaaS company revolutionizing the customer relationship management space, is seeking a highly skilled Senior Technical Support Engineer to join their elite support team, remotely serving clients across the US, with a base in **Las Vegas, Nevada**. This role is crucial for providing advanced technical assistance and ensuring customer satisfaction with our client's cutting-edge software solutions. You will be responsible for diagnosing and resolving complex technical issues, managing escalated support tickets, and contributing to the knowledge base and training materials. The ideal candidate will have a deep understanding of software applications, network infrastructure, and troubleshooting methodologies, coupled with exceptional communication and problem-solving skills. This position offers the flexibility of remote work and the opportunity to work with a talented, collaborative team.

Key Responsibilities:

• Provide expert-level technical support to customers via phone, email, and chat for our client's software products.
• Diagnose, troubleshoot, and resolve complex software and system issues, often involving intricate configurations or integrations.
• Manage and prioritize escalated support tickets, ensuring timely and effective resolution.
• Document technical solutions, create knowledge base articles, and develop training materials for customers and support staff.
• Identify recurring issues and collaborate with engineering and product teams to implement permanent solutions.
• Assist in the onboarding and training of new support team members.
• Contribute to the continuous improvement of support processes and tools.
• Maintain a high level of customer satisfaction through proactive communication and problem-solving.
• Reproduce customer issues in a lab environment for effective troubleshooting and analysis.
• Stay up-to-date with product updates, new features, and industry best practices.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Minimum of 5 years of experience in technical support, helpdesk, or customer success roles, preferably in a B2B SaaS environment.
• Strong proficiency in diagnosing and resolving software, network, and system-related issues.
• Experience with CRM software, ticketing systems (e.g., Zendesk, ServiceNow), and remote support tools.
• Excellent analytical, problem-solving, and troubleshooting skills.
• Superior written and verbal communication skills, with the ability to explain technical concepts clearly to non-technical users.
• Ability to work independently, manage time effectively, and thrive in a fast-paced, remote work environment.
• Experience with scripting languages (e.g., SQL, Python) is a plus.

Our client, a leading innovator in cloud-based enterprise software, is seeking a highly skilled Senior Technical Support Engineer to join their dynamic team remotely, supporting customers in **Las Vegas, Nevada, US**, and globally. This role is crucial for providing advanced technical assistance, resolving complex customer issues, and ensuring customer satisfaction with our cutting-edge software solutions. You will be the frontline expert for troubleshooting intricate technical problems, guiding customers through solutions, and escalating issues when necessary. The ideal candidate possesses a deep understanding of our product suite, network infrastructure, and common software integration challenges. Key responsibilities include analyzing customer reported issues, diagnosing root causes, and implementing effective solutions. This may involve remote desktop assistance, log file analysis, and in-depth product knowledge application. You will also contribute to the knowledge base by creating detailed technical articles, FAQs, and troubleshooting guides to empower customers and support staff. This role requires exceptional problem-solving skills, patience, and the ability to explain technical concepts clearly to users with varying levels of technical expertise. You will collaborate closely with engineering and product management teams to provide feedback on product issues and suggest improvements. Additionally, you will be involved in proactive customer engagement, identifying potential issues before they arise and offering preventative solutions. The ability to manage multiple high-priority cases simultaneously and to work effectively under pressure is essential. A strong customer-centric approach and a commitment to delivering outstanding support are paramount. This is a fantastic opportunity for a motivated individual to grow their technical expertise and contribute to the success of a globally recognized technology company. We are looking for someone who is passionate about technology and dedicated to providing world-class support.
Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Minimum of 5 years of experience in technical support, helpdesk, or a similar customer-facing IT role.
• Strong understanding of operating systems (Windows, macOS, Linux).
• Experience with networking concepts (TCP/IP, DNS, HTTP).
• Proficiency in troubleshooting software applications and diagnosing technical issues.
• Excellent analytical and problem-solving skills.
• Superior communication and interpersonal skills, with the ability to empathize with customers.
• Experience with remote support tools and ticketing systems (e.g., Zendesk, ServiceNow).
• Ability to work independently and manage time effectively in a remote environment.
• Experience in SaaS support is a plus.

Our client is seeking an experienced and dynamic Technical Support Team Lead to oversee their customer service and helpdesk operations in Las Vegas, Nevada, US . This leadership role is pivotal in ensuring the delivery of exceptional technical support, resolving complex customer issues, and mentoring a team of dedicated support specialists. The ideal candidate will have a strong background in IT support, excellent problem-solving abilities, and proven leadership skills.

Responsibilities:

• Lead, train, and mentor a team of technical support representatives, fostering a positive and productive work environment.
• Manage the day-to-day operations of the helpdesk, ensuring timely and effective resolution of customer inquiries and technical issues via phone, email, and chat.
• Develop and implement support processes and procedures to improve efficiency and customer satisfaction.
• Monitor key performance indicators (KPIs) such as first-call resolution rates, average handle time, and customer satisfaction scores, and implement strategies for improvement.
• Act as an escalation point for complex technical issues, providing expert guidance and resolution.
• Create and maintain comprehensive knowledge base articles, troubleshooting guides, and FAQs for both internal staff and customers.
• Collaborate with other departments, such as Engineering and Product Management, to address recurring technical issues and provide feedback for product improvement.
• Analyze support ticket trends to identify root causes and recommend proactive solutions.
• Ensure adherence to service level agreements (SLAs) and company policies.
• Manage team schedules, workload distribution, and performance reviews.
• Conduct regular team meetings and provide ongoing training on new products and support techniques.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Minimum of 4-6 years of experience in technical support or helpdesk roles.
• At least 2 years of experience in a team lead or supervisory capacity.
• In-depth knowledge of operating systems (Windows, macOS), hardware, software applications, and networking concepts.
• Experience with ticketing systems (e.g., Zendesk, ServiceNow, Jira Service Desk).
• Strong troubleshooting and diagnostic skills.
• Excellent interpersonal, communication, and customer service skills.
• Proven ability to manage and motivate a team.
• Ability to work under pressure and handle escalations effectively.
• Familiarity with ITIL best practices is a plus.

Join our client in Las Vegas, Nevada, US , and take the lead in providing world-class technical support. This role offers significant opportunities for professional growth and leadership development.