86 Customer Service Software jobs in Herriman

Technical Support III
Salt Lake City, UT
Job Type
Full-time
Description
The IT Support Specialist III is entrusted with the vital task of implementing, administering, and supporting distributed systems, encompassing a wide array of end-user equipment, core infrastructure (servers, networking, firewalls), Microsoft and virtualized environments, all while upholding stringent security best practices. The position involves providing level 2 & 3 technical support, addressing a diverse range of technical challenges, and ensuring the seamless operation of the organization's technological framework. The ideal candidate for this role is someone who combines a robust technical background with outstanding customer service skills and possesses a passion for fostering continuous learning and improvement within the Technical Services function.
**Ticket Management:**
+ Assess, plan, and resolve Tier 2 & 3 issues efficiently and effectively to ensure minimal disruption to business operations and end-user activities.
+ Be available for critical escalations involving site outages and perform disaster recovery as needed.
+ Follow up with IT Support Specialist I & 2 escalations and provide insight regarding resolutions.
+ Deliver exceptional customer service and manage priorities effectively to ensure critical tickets are addressed and resolved within established SLAs.
+ Refine and improve service delivery by enhancing the ticketing system, automating the distribution and management of issues, and implement self-help capabilities as well as knowledge base.
**Call Transfer Support:**
+ Handle transferred calls to assist with escalated incidents or VIP customer support needs, ensuring a seamless escalation process.
+ Accept incoming calls regarding open tickets that are awaiting client response.
+ Manage handoffs from service management efficiently.
**Collaboration, Communication, and Customer Service:**
+ Collaborate with teammates and customers to provide clear, effective communication during issue resolution.
+ Relay critical updates promptly and professionally between technicians and customers.
+ Become an integral part of the team, serving as a role model for our IT Support Specialist I & 2 technicians.
+ Interface with all levels within the organization with tact and professionalism, especially during technical issues.
+ Utilize strong verbal communication and telephone skills to support team collaboration and effective customer interactions.
+ Demonstrate excellent customer service skills, with a focus on professionalism and problem-solving.
+ Remain calm under pressure and exhibit poise in conversations, even in the worst challenging technical situations.
+ Provide advanced troubleshooting for escalated issues within corporate office and other branch locations.
**Documentation and Standards:**
+ Ensure accurate and up-to-date documentation of system changes and issue resolution activities.
+ Consistently use change control processes to keep others informed of ongoing changes in client environments.
+ Adhere to all Standard Operating Procedures (SOPs) for tasks, functions, and organizational policies and create SOPs for future use as needed.
+ Demonstrate excellent documentation skills by providing detailed explanations of troubleshooting with screenshots to continually update ticket system knowledge base.
**Development and On-Call Rotation:**
+ Participate in continual education and skills development utilizing internal and external training programs.
+ Chart your own path for career advancement with the support of leadership.
+ Participate in the on-call rotation, providing after-hour support to end-user.
+ Perform all other duties as assigned.
**Education/Experience:**
+ Associate or bachelor's degree in computer science, information technology, or other related discipline.
+ 3-5 years of experience in tier III Help Desk or IT support environment.
+ 3-5 years of experience using a ticketing system for issue resolution.
**Skills and Competencies:**
+ Proficiency with Windows Server (2012/2016/2019/2022/2025).
+ Familiarity with virtualization, primarily Hyper-V and VMware.
+ Experience with Microsoft 365 administration and troubleshooting, including troubleshooting via PowerShell
+ Proficiency with user account troubleshooting, both local AD and Entra ID.
+ Possess a deep understanding of mail flow and diagnosing mail flow issues (Exchange knowledge is a plus).
+ Strong understanding of Azure, primarily IAAS offerings including AVD, but familiar with other core services such as storage accounts, key vaults, file shares, and Azure backup (familiarity with Azure Cloud Shell is desired).
+ Proven history of core infrastructure management and implementation (servers, networking, firewalls), with a fundamental understanding of protocols and standards. (Firewalls: Sophos, Fortinet, and Palo Alto, Networking: Velo, Aruba, Cisco).
+ Comfortable with switching, primarily utilizing CLI to complete troubleshooting and management tasks
+ Excellent with workstation troubleshooting, including Windows 10/11 and macOS.
+ In depth understanding of how DNS functions at a fundamental level, both internal and external to an enterprise network.
+ Experienced with wireless network troubleshooting (Aruba).
+ Proficiency in utilizing backup solutions (Veeam and Datto experience are desired)
+ Comfortable with executing disaster recovery to restore operations during major outages.
+ Experience creating and reviewing PowerShell scripts.
**Certification (Preferred)**
+ At least one advanced level certification is desired, (AZ-104, AZ-500, AZ-700, AZ-800/801, CCNP, FCSS, CompTIA Server+, CompTIA CySA+)
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Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c).
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

Our client is seeking an experienced and customer-focused Technical Support Lead to manage their helpdesk operations from a remote location.

The Technical Support Lead will be responsible for overseeing a team of technical support specialists, ensuring the efficient and effective resolution of customer inquiries and technical issues. You will develop and implement support processes, policies, and procedures to enhance customer satisfaction and streamline operations. This includes managing ticket queues, prioritizing support requests, and ensuring timely and accurate responses to all customer interactions.

Key responsibilities include providing advanced technical troubleshooting and support for complex issues. You will also be responsible for training and mentoring support staff, conducting performance reviews, and fostering a culture of continuous improvement. The Lead will monitor key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores, taking corrective actions as needed. Collaboration with other departments, such as engineering and product development, to provide feedback on product issues and improvements will be a critical part of the role. Developing and maintaining comprehensive knowledge base articles and support documentation is also essential.

The ideal candidate will possess an Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field, with a minimum of 4-6 years of experience in technical support, with at least 1-2 years in a leadership or supervisory role. Strong knowledge of IT systems, hardware, and software is required. Excellent problem-solving, analytical, and communication skills are paramount. The ability to manage and motivate a remote team, coupled with exceptional customer service skills, is essential. Experience with helpdesk ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools is highly desirable. This is a prime opportunity for a motivated individual to lead a remote support team and contribute to exceptional customer experiences in Provo, Utah, US .

Our client, a rapidly growing technology firm, is seeking a proactive and technically adept Technical Support Lead to join their dedicated customer service team in Provo, Utah, US . This role is crucial for ensuring exceptional customer satisfaction by providing advanced technical assistance and leading a team of support specialists. You will be responsible for troubleshooting complex software and hardware issues, resolving customer inquiries efficiently, and developing innovative solutions to common problems. The ideal candidate possesses a deep understanding of our product suite, excellent diagnostic skills, and a strong aptitude for problem-solving. You will mentor and train junior support staff, manage support queues, and escalate critical issues to engineering or product teams when necessary. A key aspect of this role involves creating and maintaining comprehensive knowledge base articles, user guides, and training materials to empower both customers and internal teams. You should have outstanding communication and interpersonal skills, with the ability to explain technical concepts clearly to users of varying technical expertise. Experience with CRM systems and ticketing software is essential. This hybrid position offers a dynamic work environment, blending in-office collaboration with remote flexibility, allowing for optimal team synergy and individual focus. If you are a passionate problem-solver with a strong technical background and leadership potential, eager to contribute to a positive customer experience, we encourage you to apply.

Key Responsibilities:

• Provide advanced technical support to customers via phone, email, and chat.
• Troubleshoot and resolve complex software and hardware issues.
• Lead and mentor a team of technical support specialists.
• Manage support ticket queues, prioritizing and assigning tasks effectively.
• Escalate and collaborate with engineering and product teams on bug fixes and enhancements.
• Develop and maintain knowledge base articles, FAQs, and user documentation.
• Identify trends in customer issues and recommend product improvements.
• Onboard and train new members of the technical support team.
• Contribute to the continuous improvement of support processes and tools.
• Ensure timely and effective resolution of customer inquiries, meeting service level agreements (SLAs).

Qualifications:

• Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Minimum of 3-5 years of experience in technical support or a related role.
• Proven experience in a lead or supervisory capacity is highly desirable.
• Strong understanding of operating systems (Windows, macOS, Linux) and common software applications.
• Proficiency with CRM software and help desk ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
• Excellent analytical and problem-solving skills.
• Exceptional communication, interpersonal, and customer service skills.
• Ability to explain technical concepts to non-technical users.
• Strong organizational and time management skills.
• Ability to work effectively in a hybrid environment.

A rapidly growing technology firm is seeking an experienced Technical Support Lead to manage and mentor their support team in Salt Lake City, Utah, US . This role is critical in ensuring the delivery of exceptional technical assistance to our diverse customer base. You will be responsible for overseeing daily operations, troubleshooting complex technical issues, managing support tickets, and developing efficient support processes. The ideal candidate will possess a strong technical aptitude, excellent problem-solving skills, and outstanding customer service abilities. Key responsibilities include guiding the support team, escalating unresolved issues, identifying trends in support requests, and contributing to the knowledge base. You will also play a key role in training new support staff and ensuring the team meets performance metrics and customer satisfaction goals. Experience with IT ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools is essential. A deep understanding of operating systems (Windows, macOS), network troubleshooting, and common software applications is required. We are looking for a proactive leader who can inspire a team, foster a positive work environment, and continuously improve the customer support experience. A Bachelor's degree in Computer Science, Information Technology, or a related field is preferred, along with a minimum of 5 years of experience in technical support, with at least 2 years in a lead or supervisory role. This position is based on a hybrid work model, providing a mix of in-office team interaction and remote flexibility.

As an NRG employee, we encourage you to take charge of your career and development journey. We invite you to explore exciting opportunities across our businesses. You'll find that our dynamic work environment provides variety and challenge. Your growth is key to our ongoing success-take the lead in shaping your career development, goals and future!
**Who we are looking for:**
We are looking for individuals with a desire to deliver world-class customer service, a love of technology, and a passion for proactively building a career.  As a Customer Solutions Specialist, you will complete a 6-week paid training program where you will become an expert in owning our customers experience by handling a wide array of calls including but not limited to: customers who need account and or technical support, outbound calls, and providing value added services and products to our customers. You will deliver peace of mind in your interactions with customers.
**What you will be doing:**
You will complete three comprehensive training stages that, upon successful completion, will lead to the full responsibilities and pay of a Tier 3 Specialist.
**Training:** Paid, Mandatory training
**Starting Rate:** $17.00/hr
We want you to grow with us! Potential to make up to $0.25/hr within your first year.
Pay increase with training as follows:
+ Tier 2 (90 Days) 17.75
+ Tier 3 (180 Days) 18.75
+ Additional career opportunities available after Tier 3 based on performance - 20.25 **During training you will learn to:**
+ Confidently field customer calls and troubleshoot advanced equipment issues with high level of customer experience
+ Accurately document and update records in required information systems
+ Deescalate customers and find resolution for complex issues
+ Earn commissions through generating customer referrals and offering promotions, products, and services for our Partner Insurance Agency, Solar and NRG.
**What will make you successful:**
+ A predisposition to think outside of the box and find customized solutions
+ Ability to thrive in a high-volume contact center
+ A sense of success and value from solving customer concerns
+ A high degree of resiliency and "bounce-back" due to escalated customers
+ Passion for helping others; going above and beyond for customers and teammates
+ Excellent communication (both verbal and written) and relationship-building skills
+ Ability to multitask with ease, effectively prioritize tasks and be a self-starter
+ Demonstrated tech-savviness, Prior technical exposure, or interest
+ Confident and prepared to initiate promotional and product upgrade conversations with customers; previous sales experience is a plus
+ Ability to maintain a high level of confidentiality
+ Innate desire to learn and develop
**Minimum Requirements:**
+ Must be at least 18 years of age
+ Must obtain a Burglar Alarm License through the Division of Occupations and Professional Licensing with the State of Utah (paid for by Vivint)
+ Cannot be located in CA, CT, DC, ME, or WA.
+ Be able to type a minimum of 40 wpm
**Required Working Conditions:**
+ Work-from-home employees cannot be the primary caregivers for children, other people, or pets while on shift. 
+ Have a quiet and private location from which to work 
+ Must be able to provide your own equipment. This entails:
+ A computer (laptop or desktop) no older than 5-7 years
+ **(Please note our remote-based software does** NOT **work with Apple/Mac products, tablets, or Chromebooks.)**  
+ Computer must run Windows 10 or higher
+ Computer must have at least 8 GB RAM, 16 GB recommended
+ Computer must have a webcam.
+ A USB wired headset equipped with a microphone. 
+ Must have reliable internet: 50 MBPS download and 25 MBPS upload speeds 
+ Must have a wired internet connection
+ A second monitor is **strongly recommended** if a laptop is being used
+ An external mouse (if using a laptop)
**Learn about the** Vivint Culture ( **and why it's a great place to grow your career!**
**Here are some highlighted perks you should ask us about:**
+ Free daily lunch and drinks on site
+ Paid holidays and flexible paid time away
+ Employee/Friends/Family Discounts
+ Onsite health clinic, gym, gaming tables
+ Medical/dental/vision/life coverage & 24/7 Medical Hotline
+ 401(k) + Employer Match
+ Employee Resource Groups
**WORKING CONDITIONS:**
_This job operates in a professional office environment. This role routinely uses standard office equipment such as computers and phones._
**SAFETY:**
_Vivint enforces a safety culture whereby all employees have the responsibility for continuously developing and maintaining a safe working environment. Each new employee is responsible for completing all training requirements. Additionally, the employee must accept they have responsibility for maintaining the safety of themselves, their co-workers, and the public. Employee must adhere to all written and verbal instructions, promptly report and correct all hazards or unsafe conditions, question non-standard operations or unmitigated hazards, and provide feedback to management on all safety issues._
We are not open to hiring candidates to work out of the following locations:
CA, CT, DC, ME, or WA.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position is $16.75. Pay s based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience.
Here are some total rewards which, depending on the position, may be offered:
+ Paid holidays and flexible paid time away
+ Employee/Friends/Family Discounts
+ Medical/dental/vision/life coverage & 24/7 Medical Hotline
+ 401(k) + Employer Match
+ Employee Resource Groups
NRG Energy is committed to a drug and alcohol-free workplace. To the extent permitted by law and any applicable collective bargaining agreement, employees are subject to periodic random drug testing, and post-accident and reasonable suspicion drug and alcohol testing. EOE AA M/F/Vet/Disability. Level, Title and/or Salary may be adjusted based on the applicant's experience or skills.
Official description on file with Talent.
Vivint, an equal opportunity employer, does not consider any protected traits (e.g., race, creed, color, religion, gender, national origin, non-job-related disability, age, or any other protected trait) when hiring-under federal, state, and local laws. We are a drug-free environment. We do not conduct pre-employment drug screening; however, we do conduct random drug testing on site.

**Job Summary**
Within the HP Printing press family there is a range of technical and managerial customer on-site functions. The family of jobs is focused on managing the onsite delivering of knowledge of Mechanical and Electrical job skills, pre-sales, post-sales or service delivery support, installation and configuration for customer environments. Deliver reactive and proactive activities according to the Service Level Agreement to ensure customer satisfaction and loyalty. Provides direct post-sales systems and onsite technical support for reactive and proactive customers. Each position maintains a high level of customer satisfaction by ensuring clear business and technical alignment, clarifying customer needs and ensuring that they are met. Jobs are responsible for HP Total Customer Experience as well as the revenue growth, profitability, and account retention.
**Responsibilities**
+ Applies developed knowledge of Customer Experience as well as the revenue growth, profitability, and account retention. company policies and procedures to complete a wide variety of difficult assignments/tasks.
+ Thorough understanding of the general/technical aspects of the job. Works on assignments that are moderately complex in nature and require ordinary problem resolution and independent judgment.
+ Works under limited supervision and normally receives no instructions on routine work and general instructions given for new assignments. Job require 50% travel in supporting customers and training needs
+ Enhances customer experience by providing a comprehensive overview of installation activities, site-specific information, and access to relevant contacts.
+ Addresses customer-relation challenges promptly and effectively, delivering guidance and escalating issues according to established protocols.
+ Delivers services, including tailored solutions, to large enterprise, complex, or corporate accounts, addressing their specific requirements.
+ Utilizes proactive monitoring techniques and tools to identify opportunities for preventing problems and enhancing customer experiences.
+ Identifies opportunities for improvement, makes recommendations, and also assures effective business controls through review, analysis, and verification.
+ Coordinates the functional work within the department, assists various departments, monitors process execution, and fosters positive working relationships with associates and management.
**Education & Experience** **Recommended**
+ Minimum Vocational/Diploma/Associate Degree (technical field) equivalent with 2-4 years of working experience in related fields or Degree holder with 1-2 years relevant working experience.
**Knowledge & Skills**
+ Customer Relationship Management
+ Customer Support
+ Field Service Management
+ Hand Tools
+ Key Performance Indicators (KPIs)
+ Preventive Maintenance
+ Safety Standards
+ Technical Services
+ Technical Support
+ Technical Training
+ Test Equipment
**Include the following in all US job postings for hourly/non-exempt roles:**
The pay range for this position is $24.00 to $33.65 per hour (applies to US candidates only). Pay varies by work location, job-related knowledge, skills, and experience.
Pay varies by work location, job-related knowledge, skills, and experience.
**Benefits:**
HP offers a comprehensive benefits package for this position, including:
+ Health insurance
+ Dental insurance
+ Vision insurance
+ Long term/short term disability insurance
+ Employee assistance program
+ Flexible spending account
+ Life insurance
+ Generous time off policies, including;
+ 4-12 weeks fully paid parental leave based on tenure
+ 13 paid holidays
+ 15 days paid time off (US benefits overview ( )
The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Our client is looking for a highly skilled Senior Technical Support Specialist to join their fully remote team, supporting users in **Provo, Utah, US**. In this critical role, you will be the frontline of technical assistance, diagnosing and resolving complex hardware, software, and network issues for our diverse customer base. You will be responsible for providing exceptional customer service through various channels, including email, chat, and phone, ensuring timely and effective resolution of all technical inquiries. This position demands a deep understanding of operating systems (Windows, macOS, Linux), common business applications, networking protocols, and cloud-based services. You will document technical issues, solutions, and user guides to build a comprehensive knowledge base, contributing to self-service resources and empowering users. The Senior Technical Support Specialist will also play a key role in identifying recurring technical problems and collaborating with engineering teams to implement permanent solutions. This role requires excellent communication, active listening, and problem-solving skills, coupled with a patient and empathetic approach. You will manage multiple support tickets simultaneously, prioritizing urgent issues while maintaining a high level of service quality. The ability to explain technical concepts to non-technical users is paramount. You will participate in on-call rotations to provide 24/7 support as needed. We are seeking candidates who are self-motivated, organized, and adept at working independently in a remote environment, with a proven track record of exceeding customer satisfaction goals. A strong understanding of ITIL best practices is a plus. This is an excellent opportunity to contribute to a growing tech company and make a significant impact on user experience.

Our client is seeking a dynamic and experienced Remote Technical Support Lead to manage their customer service and helpdesk operations. This is a fully remote position, offering the flexibility to work from anywhere within the United States. You will be responsible for leading a team of remote technical support specialists, ensuring the timely and effective resolution of customer issues, and maintaining high levels of customer satisfaction. Key responsibilities include developing and implementing support processes and best practices, training and mentoring support staff, managing escalated customer inquiries, analyzing support trends to identify areas for improvement, and collaborating with product and engineering teams to resolve recurring technical problems. You will also be instrumental in developing and updating knowledge base articles and customer self-help resources. The ideal candidate will possess a Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience. A minimum of 5 years of experience in technical support, with at least 2 years in a leadership or supervisory role, is required. Exceptional problem-solving skills, strong communication and interpersonal abilities, and a customer-centric approach are essential. Proficiency with CRM software, ticketing systems (e.g., Zendesk, ServiceNow), and remote support tools is a must. The ability to manage a remote team effectively, foster a positive team culture, and drive performance metrics is critical for success in this role. Join our client's dedicated team and contribute to providing exceptional support to their valued customers.

Our client is looking for a highly skilled and customer-focused Senior Technical Support Engineer for a fully remote position. You will be the primary point of contact for complex technical issues, providing advanced troubleshooting and resolution for our cutting-edge software products. This role requires a deep understanding of our product suite, excellent problem-solving abilities, and a commitment to delivering exceptional customer service. You will be responsible for diagnosing and resolving intricate technical problems reported by clients, escalating issues when necessary, and documenting solutions for knowledge base expansion. This includes providing detailed technical guidance, performing root cause analysis, and collaborating with development and QA teams to identify and implement product improvements. The ideal candidate will possess extensive experience in technical support, a strong background in relevant technologies (e.g., cloud computing, networking, software development), and excellent communication skills, both written and verbal. Proficiency in managing support tickets, utilizing remote diagnostic tools, and creating clear technical documentation is essential. You will mentor junior support engineers, share your expertise, and contribute to the continuous improvement of our support processes. This role demands a patient, empathetic, and analytical approach to customer interactions, ensuring client satisfaction and retention. You will work independently, managing your workload effectively while responding promptly to client needs. This is a fantastic opportunity to leverage your technical expertise in a supportive and collaborative remote environment, making a tangible difference in our clients' experience. Your ability to articulate complex technical concepts to users of varying technical backgrounds will be crucial for success. We are seeking a dedicated professional who thrives on solving challenging technical puzzles and building strong customer relationships.