60 Customer Service Software jobs in Hilliard

Job DescriptionJob Description

Technical Support Specialist

COLUMBUS, OHIO

Mosaic Health is a care delivery platform focused on expanding access to comprehensive primary care for consumers with coverage across Commercial, Individual Exchange, Medicare, and Medicaid health plans. The Business Units which comprise Mosaic Health are multi-payer and serve nearly one million consumers across 19 states, providing them with access to high quality primary care, integrated care teams, personalized navigation, expanded digital access, and specialized services for higher-need populations. Through Mosaic Health, health plans and employers have an even stronger care provider partner that delivers affordability and superior experiences for their members and employees, including value-based primary care capacity integrated with digital patient engagement and navigation. Each of the companies within Mosaic Health provide unique offerings that together promise to improve individuals' health and wellbeing, while helping care providers deliver higher quality care. For more information, please visit or follow Mosaic Health on LinkedIn.

The Technical Support Specialist will represent the apree Health Business Unit and is responsible for providing frontline IT support to end-users by diagnosing, troubleshooting, and resolving hardware, software, and network issues. This role ensures smooth IT operations by assisting employees with technical concerns, maintaining IT systems, and escalating complex issues to higher-level support teams.

The Technical Support Specialist works closely with IT service desk, network, and systems teams to provide exceptional customer service and maintain system uptime. This position requires strong problem-solving, communication, and technical skills to support end-users in a fast-paced enterprise environment.

Responsibilities:

• Provide first-level and second-level technical support for hardware, software, and network-related issues.
• Diagnose and troubleshoot PCs, laptops, printers, mobile devices, and other peripherals.
• Support Windows and Mac operating systems, including installation, updates, and security patches.
• Provide occasional executive support for Mac OS users.
• Assist with Active Directory (AD) administration, including user account setup, password resets, and access control.
• Troubleshoot network connectivity issues, including Wi-Fi, VPN, and LAN/WAN connections.
• Support Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint, etc.).
• Assist with software installations, updates, and licensing management.
• Support Electronic Health Record (EHR) systems, particularly NextGen (Columbus, OH) and Athena (all other locations).
• Document technical issues, troubleshooting steps, and solutions in the IT ticketing system.
• Work closely with the Service Desk and IT support teams to escalate and resolve critical issues.
• Provide technical training and guidance to end-users to improve self-service capabilities.
• Assist in IT asset management, including tracking hardware inventory and clinic-specific device assignments.
• Manage iPads and Google Meet hardware used in patient services.
• Coordinate printer support services with third-party vendors.
• Travel to other care centers to assist with clinical IT implementations, including site buildouts, retrofits, and decommissions.
• Maintain compliance with IT security policies, HIPAA, and company standards.
• Provide support in a HIPAA-regulated clinical environment; clinical experience .
• Participate in on-call rotation for after-hours support (7am-7pm Pacific Time), serving as the first point of contact for escalations.
• Transport self and hardware to various care centers across the metro area, potentially multiple times daily.
• Work onsite 4 days per week in care centers, with 1 day remote (subject to regional variation).
• Carry a work phone and respond to live support calls as needed.
• Stay updated with emerging technologies and best practices in IT support.
• Demonstrate excellent guest service to internal team members and patients.
• Perform other related duties as assigned.

Qualifications:

• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• 2+ years of experience in IT support, help desk, or technical support roles.
• Strong knowledge of Windows and macOS operating systems.
• Experience with Active Directory (AD), Group Policy, and user management.
• Familiarity with ticketing systems (ServiceNow, Zendesk, or similar).
• Basic networking knowledge (IP addressing, DNS, DHCP, VPN troubleshooting).
• Experience supporting Microsoft 365 applications and troubleshooting common issues.
• Experience supporting EHR systems in clinical environments is highly .
• Strong troubleshooting and problem-solving skills with a customer-first mindset.
• Certifications : CompTIA A+, ITIL Foundation, Microsoft Certified: Modern Desktop Administrator.
• Willingness to travel locally, provide after-hours support, and adapt to evolving onsite expectations.
• High level of professionalism and integrity in all interactions.
• Ability to work independently in a fast-paced, cross-functional environment.

Physical Demands

• Sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects. Repetitive motion. Substantial movements (motions) of the wrists, hands, and/or fingers. The worker must have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading. Ability to lift to 15 lbs. independently not to exceed 50 lbs. without help.

Equal Employment Opportunity

• Mosaic Health is an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to , citizenship status, , creed, , , genetic information, (including and expression), marital status, , , , , , veteran status or any other status or condition protected by applicable federal, state, or local laws.
• If you require an accommodation for the application or interview process, please let us know and we will work with you to meet your needs. Please contact for assistance.

Job Posted by ApplicantPro

Compucom Systems, Inc. provides end-to-end IT managed services to enable the digital workplace for enterprise, midsize and small businesses. To enable our clients to focus on what matters most, we employ a customer-centric, hard-working, and talented group of people that Act Like an Owner, Do the Right Thing, and Have Fun Doing It! We're looking for a Technical Support Manager to join our team.

The Technical Support Manager will manage performance of Level 1 & Level 2 services and support to clients while ensuring service levels are achieved and customer expectations are met or exceeded.

• Responsible for ensuring staff are meeting/exceeding expectations in regards to performance and defined SLA metrics/benchmarks.

• Ensure that appropriately skilled and trained resources are working by agreed internal and customer procedures and standards.

• Train, coach and mentor Service Desk Analysts (Level 1 - 2), including career development. Oversee staff activities. Builds/obtains training material for support staff. Manage the employee work schedule and provide backup support.

• Maintain Customer Satisfaction by successfully managing all service areas that have impact on Client satisfaction (SLA achievements, migration support, innovation initiatives, continuous service improvement plan).

• Ensure financial objectives are met. And service profits/losses meet expectations.

• Manage all service desk resources with responsibility for legal and company internal policies compliance of all employees under manager jurisdiction.

• Act as the SPOC for the service, liaise with SDM and customer, deal with senior level escalation, and adapt service to changes in demand.

• Led Tier 1 & Tier 2 service desk teams.

• Proven people management and leadership skills and at least 12 months of relevant experience.

• Strong client-facing skills, with the ability to quickly establish rapport with client contacts at all levels.

• P&L experience is a plus.

• Able to pre-empt problems before they arise, plan effectively for future activities, and manage unplanned events in a controlled manner.

• Experience in dealing with client contacts at a senior level.

• Strong client-facing skills, with the ability to quickly establish rapport with client contacts at all levels.

• Service delivery background in Infrastructure Management preferred.

• Work on site at the CompuCom Service Desk location daily.

• Able to travel if required for meetings.

• Demonstrate strong leadership skills.

• Hands-on operational approach: generate confidence with own team by providing direction, ideas, and leadership.

• Highly developed negotiating, presentation, and communication skills.

• Resilient, focused, and performance-driven in a dynamic and fast-moving environment.

• Quality oriented in all aspects of delivery.

• Customer service focus.

Wage Range :

The annual starting salary for this position is between $41,250 - $60,500 annually. Factors which may affect starting pay within this range may include geography/market, skills, education, experience and other qualifications of the successful candidate.

Benefits :

The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, life insurance, AD&D insurance, disability plans, Employee Assistance Program, paid holidays (up to 12 days annually), paid time off (minimum of 10 days annually, which increases with seniority level), paid parental leave (minimum of 10 days annually), 401(k), FSA/HSA pre-tax benefits.

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.

Expiration Date : 8/24/2025

Equal Employment Opportunity : Compucom is committed to providing equal employment opportunities in all employment practices. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, protected veteran status, or any other characteristic protected by law.

CompuCom is committed to providing equal employment opportunities in all employment practices. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, citizenship status, marital status, age, disability, protected veteran status, genetic information, sexual orientation, gender identity or expression, or any other status protected by law.

Technical Support Specialist

COLUMBUS, OHIO

Mosaic Health is a national care delivery platform focused on expanding access to comprehensive primary care for consumers with coverage across Commercial, Individual Exchange, Medicare, and Medicaid health plans. The Business Units which comprise Mosaic Health are multi-payer and serve nearly one million consumers across 19 states, providing them with access to high quality primary care, integrated care teams, personalized navigation, expanded digital access, and specialized services for higher-need populations. Through Mosaic Health, health plans and employers have an even stronger care provider partner that delivers affordability and superior experiences for their members and employees, including value-based primary care capacity integrated with digital patient engagement and navigation. Each of the companies within Mosaic Health provide unique offerings that together promise to improve individuals' health and wellbeing, while helping care providers deliver higher quality care. For more information, please visit or follow Mosaic Health on LinkedIn.

The Technical Support Specialist will represent the apree Health Business Unit and is responsible for providing frontline IT support to end-users by diagnosing, troubleshooting, and resolving hardware, software, and network issues. This role ensures smooth IT operations by assisting employees with technical concerns, maintaining IT systems, and escalating complex issues to higher-level support teams.

The Technical Support Specialist works closely with IT service desk, network, and systems teams to provide exceptional customer service and maintain system uptime. This position requires strong problem-solving, communication, and technical skills to support end-users in a fast-paced enterprise environment.

Responsibilities:

• Provide first-level and second-level technical support for hardware, software, and network-related issues.
• Diagnose and troubleshoot PCs, laptops, printers, mobile devices, and other peripherals.
• Support Windows and Mac operating systems, including installation, updates, and security patches.
• Provide occasional executive support for Mac OS users.
• Assist with Active Directory (AD) administration, including user account setup, password resets, and access control.
• Troubleshoot network connectivity issues, including Wi-Fi, VPN, and LAN/WAN connections.
• Support Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint, etc.).
• Assist with software installations, updates, and licensing management.
• Support Electronic Health Record (EHR) systems, particularly NextGen (Columbus, OH) and Athena (all other locations).
• Document technical issues, troubleshooting steps, and solutions in the IT ticketing system.
• Work closely with the Service Desk and IT support teams to escalate and resolve critical issues.
• Provide technical training and guidance to end-users to improve self-service capabilities.
• Assist in IT asset management, including tracking hardware inventory and clinic-specific device assignments.
• Manage iPads and Google Meet hardware used in patient services.
• Coordinate printer support services with third-party vendors.
• Travel to other care centers to assist with clinical IT implementations, including site buildouts, retrofits, and decommissions.
• Maintain compliance with IT security policies, HIPAA, and company standards.
• Provide support in a HIPAA-regulated clinical environment; clinical experience preferred.
• Participate in on-call rotation for after-hours support (7am-7pm Pacific Time), serving as the first point of contact for escalations.
• Transport self and hardware to various care centers across the metro area, potentially multiple times daily.
• Work onsite 4 days per week in care centers, with 1 day remote (subject to regional variation).
• Carry a work phone and respond to live support calls as needed.
• Stay updated with emerging technologies and best practices in IT support.
• Demonstrate excellent guest service to internal team members and patients.
• Perform other related duties as assigned.

Qualifications:

• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• 2+ years of experience in IT support, help desk, or technical support roles.
• Strong knowledge of Windows and macOS operating systems.
• Experience with Active Directory (AD), Group Policy, and user management.
• Familiarity with ticketing systems (ServiceNow, Zendesk, or similar).
• Basic networking knowledge (IP addressing, DNS, DHCP, VPN troubleshooting).
• Experience supporting Microsoft 365 applications and troubleshooting common issues.
• Experience supporting EHR systems in clinical environments is highly preferred.
• Strong troubleshooting and problem-solving skills with a customer-first mindset.
• Certifications preferred: CompTIA A+, ITIL Foundation, Microsoft Certified: Modern Desktop Administrator.
• Willingness to travel locally, provide after-hours support, and adapt to evolving onsite expectations.
• High level of professionalism and integrity in all interactions.
• Ability to work independently in a fast-paced, cross-functional environment.

Physical Demands

• Sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects. Repetitive motion. Substantial movements (motions) of the wrists, hands, and/or fingers. The worker must have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading. Ability to lift to 15 lbs. independently not to exceed 50 lbs. without help.

Equal Employment Opportunity

• Mosaic Health is an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to age, citizenship status, color, creed, disability, ethnicity, genetic information, gender (including gender identity and gender expression), marital status, national origin, race, religion, sex, sexual orientation, veteran status or any other status or condition protected by applicable federal, state, or local laws.
• If you require an accommodation for the application or interview process, please let us know and we will work with you to meet your needs. Please contact for assistance.

Job DescriptionJob DescriptionPOSITION SUMMARY
Technical Support Engineer will be responsible for providing support to customers including hardware and software to address technical issues, assist customers, and find solutions to any issues raised by the customers. Technical Support Engineer is responsible for providing technical and general customer support to all SOZO and legacy customers. Technical Support Engineer will provide and lead technical discovery and design of integration pathways into U.S. EHR platforms, balancing speed, scalability, and workflow efficiency.

PRIMARY DUTIES & RESPONSIBILITIES
(Essential Functions of the Position) include but are not limited to the following. Other duties may be assigned.

IT Technical Support:
•    Resolve all issues with SOZO implementations and other supported software adopted by the organization.
•    Receive and answer questions pertaining to computer software, hardware or infrastructure and present solutions to internal and external customers.
•    Diagnose and resolve technical issues related to network connectivity, firewall and security issues, Bluetooth, internet, and other related connection issues.
•    Translate customer and product needs into scoped solutions using APIs, third-party tools, or direct system integration.
•    Deliver EMR implementation plans that integrate efficiently into customer workflows, coordinating directly with customer IT and clinical teams.
•    Support EMR integration with customers, manage testing, troubleshooting, and iterative improvement.
•    Collaborate cross-functionally with product, engineering, marketing, regulatory, and customer support teams to ensure successful, compliant delivery.
•    Support and drive HL7 protocol with development team. Collaborate on improvements, bug fixes, and expanded data requirements.
•    Work with customers to make internal setting adjustments and to resolve technical issues or escalate to higher Tier.
•    Resolve all legacy customer device and connectivity issues promptly with use of Knowledge Base and adding Knowledge Articles (KA) when needed.
•    Provide input to R&D on product development, security issues, implementations, and IFUs.
•    Contribute to FAQs for new products and keep updated for existing products.
•    Responsible for providing in-depth root-cause analysis, reporting product technical issues experienced by customers through CRM Cases.
•    Develop customer facing FAQs and where relevant, reference from fault triage pathways to enable client self-resolution of issues.
•    Assist with Single Sign-On (SSO), Multi-Factor Authentication and Electronic Health Record (EHR) integration.
•    Participate in all pre-implementation team meetings for US and EU countries as needed.
•    Replicate field issues and identify potential fixes or raise cases to alert R&D. Enter commands and verify proper system operation through observation and analysis to detect error and proper performance.
•    Actively seek new product updates and offer suggestions and product improvements as well as report any defects which may arise.
•    Enter and manage issues into CRM as cases for all internal and external customer issues, with regular follow up and timely resolution of issues and cases.
•    Assist with keeping department SOPs, DPs and WI updated through the quality process.

SUPERVISORY RESPONSIBILITIES
•    None

QUALIFICATIONS GUIDELINES
Typical Knowledge, Skills, & Abilities:
•    Strong customer service and interpersonal skills, with strong ability to interact with employees and customers across different levels in the organization. Genuine commitment to delivering exceptional customer service. (verbal and written in English)
•    Ability to work as a member of a team, and ability to handle multiple tasks and changing priorities. Ability to work independently and with minimal direction, demonstrating initiative.
•    Ability to troubleshoot and be comfortable working with customers remotely by phone, email, and web-based tools such as Zoom and MS-Teams, facilitating one-on-one and group meetings. Ability to work flexible hours to provide global coverage.
•    Ability to quickly establish credibility and relationships; ability to work with a variety of personalities and styles.
•    Must have a strong attention to detail to accurately document work, collect data to support service readiness of a new product.
•    Ability to recognize deviation from accepted practice and to recognize when to notify supervisor of problems and issues for resolution.
•    Ability to create engaging, technical presentations for training and present training in an online environment.
•    Above average skills in Excel, PowerPoint, Power BI tools for developing monthly reporting and management metrics.
•    Experience as a self-starter and multi-tasker, self-motivated, with a capacity to perform in a fast-paced, FDA regulated environment, even in ambiguous situations.
•    Must understand, follow, and comply with regulatory requirements as applicable to various processes. An understanding of FDA Quality System Regulations and ISO Standards (ISO 13485 and 21 CFR 820) is required. Standard Operating Procedures (SOPs), Good Manufacturing Practices (GMP), and Quality System Regulations (QSRs) globally. 

MINIMUM EDUCATION and/or EXPERIENCE
•    Associate technical discipline (Computer Engineering, Computer Science, or Information Technology or related field of study), or five (5) years of hands-on experience in a client (PC) technologies and support services role.
•    Minimum of five (5) years of experience in the customer service .
•    Experience in the medical device industry .
•    Knowledge of computer networks and remote troubleshooting techniques.
•    High degree of computer literacy and proficiency with the Microsoft Office Suite, including SharePoint.
•    General understanding of Customer Relationship Management systems – Microsoft Dynamics CRM experience desired.

WORK ENVIRONMENT & PHYSICAL REQUIREMENTS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
•    Physical Demand: Moderate physical effort. For example, standing, bending, or stooping for extended periods, operating light office equipment, e.g., personal computer, copier etc. The employee must be able to occasionally lift and/or move up to 50 pounds of equipment.
•    Mental Demand: Moderate to high degree of concentration due to volume, complexity, and/or “pressure” of work.
•    Travel: This position will require limited travel (mostly domestic) up to 10%. A valid US driver’s license is required for this position.

This position may require access to patient Protected Health Information (PHI) and may also involve access to electronic Protected Health Information (ePHI). Those in this position are required to comply with all final regulations including the Health Insurance Portability and Accountability Act of 1996 (HIPAA).

This position shall be aware of standards, international standards and regulations for the jurisdiction that ImpediMeds places medical devices and/or provides services.

What We Offer:
Life at ImpediMed - It is fast, it is fun, it is evolving, it is growing, and it is filled with smart, passionate, diverse, friendly people who want to make a difference in healthcare. 
Total Rewards - At ImpediMed, we are strongly committed to our employees--their well-being, development, rewards, and recognition opportunities. Individual total compensation will vary based on factors such as qualifications, level, competencies, and work location. The salary range for this role is $75k - $85k.
Benefits - We offer full healthcare benefits including Medical PPO Plan, Dental Plan, Vision Plan; 401(k) with employer match. Basic Life, AD&D, STD/LTD, Employee Assistance Program (EAP) and employee discount programs.

About ImpediMed
Founded and headquartered in Brisbane, Australia with US and European operations, ImpediMed is a medical technology company that uses bioimpedance spectroscopy (BIS) technology to generate powerful data to maximize patient health. ImpediMed produces the SOZO® Digital Health Platform, which is FDA-cleared, CE-marked, and ARTG-listed for multiple indications, including lymphoedema, heart failure, and protein calorie malnutrition and sold in select markets globally. 

In March 2023, the NCCN Clinical Practice Guidelines In Oncology (NCCN Guidelines®) for Survivorship were updated and reference bioimpedance spectroscopy as the recommended objective tool to screen at-risk cancer patients for early signs of lymphoedema. With the SOZO Digital Health Platform and L-Dex®, ImpediMed is the only company to offer FDA-cleared technology that uses bioimpedance spectroscopy for the clinical assessment of lymphoedema. The connected digital health platform and large, attractive cancer-related lymphoedema market present an opportunity for continued strong growth through ImpediMed’s SaaS subscription-based business. For more information, visit 
&
It is our diverse teams who drive our innovation, creativity, and success. We value the unique backgrounds and experience of all our employees and share a set of core values of ethical behavior for conducting our business. We continuously strive to provide an environment where employees not only feel they can succeed, but also where they can thrive.

Equal Opportunity Employment
As part of our commitment to providing equal employment opportunities, we take steps to ensure that all qualified applicants are treated fairly. To that end, our decisions around recruitment, hiring, assignment, promotion, compensation, and other personnel factors are made and administered without regard to , , , genetic information, , , , expression, , childbirth or related medical conditions, , , citizenship status, uniform service member status, or any other protected class under federal, state or local law.

If you have a that requires accommodations in order to complete the application process, please contact us at or ( .

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41EdWZGg3p

Compucom Systems, Inc. provides end-to-end IT managed services to enable the digital workplace for enterprise, midsize and small businesses. To enable our clients to focus on what matters most, we employ a customer-centric, hard-working, and talented group of people that Act Like an Owner, Do the Right Thing, and Have Fun Doing It! We're looking for a Technical Support Manager to join our team.
The Technical Support Manager will manage performance of Level 1 & Level 2 services and support to clients while ensuring service levels are achieved and customer expectations are met or exceeded.
+ Responsible for ensuring staff are meeting/exceeding expectations in regards to performance and defined SLA metrics/benchmarks.
+ Ensure that appropriately skilled and trained resources are working by agreed internal and customer procedures and standards.
+ Train, coach and mentor Service Desk Analysts (Level 1 - 2), including career development. Oversee staff activities. Builds/obtains training material for support staff. Manage the employee work schedule and provide backup support.
+ Maintain Customer Satisfaction by successfully managing all service areas that have impact on Client satisfaction (SLA achievements, migration support, innovation initiatives, continuous service improvement plan).
+ Ensure financial objectives are met. And service profits/losses meet expectations.
+ Manage all service desk resources with responsibility for legal and company internal policies compliance of all employees under manager jurisdiction.
+ Act as the SPOC for the service, liaise with SDM and customer, deal with senior level escalation, and adapt service to changes in demand.
+ Led Tier 1 & Tier 2 service desk teams.
+ Proven people management and leadership skills and at least 12 months of relevant experience.
+ Strong client-facing skills, with the ability to quickly establish rapport with client contacts at all levels.
+ P&L experience is a plus.
+ Able to pre-empt problems before they arise, plan effectively for future activities, and manage unplanned events in a controlled manner.
+ Experience in dealing with client contacts at a senior level.
+ Strong client-facing skills, with the ability to quickly establish rapport with client contacts at all levels.
+ Service delivery background in Infrastructure Management preferred.
+ Work on site at the CompuCom Service Desk location daily.
+ Able to travel if required for meetings.
+ Demonstrate strong leadership skills.
+ Hands-on operational approach: generate confidence with own team by providing direction, ideas, and leadership.
+ Highly developed negotiating, presentation, and communication skills.
+ Resilient, focused, and performance-driven in a dynamic and fast-moving environment.
+ Quality oriented in all aspects of delivery.
+ Customer service focus.
**Wage Range** **:**
The annual starting salary for this position is between **$41,250 - $60,500** annually. Factors which may affect starting pay within this range may include geography/market, skills, education, experience and other qualifications of the successful candidate.
**Benefits** :
The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, life insurance, AD&D insurance, disability plans, Employee Assistance Program, paid holidays (up to 12 days annually), paid time off (minimum of 10 days annually, which increases with seniority level), paid parental leave (minimum of 10 days annually), 401(k), FSA/HSA pre-tax benefits.
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.
**Expiration Date** **: 8/24/2025**
**Equal Employment Opportunity** **:** Compucom is committed to providing equal employment opportunities in all employment practices. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, protected veteran status, or any other characteristic protected by law.
CompuCom is committed to providing equal employment opportunities in all employment practices. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, citizenship status, marital status, age, disability, protected veteran status, genetic information, sexual orientation, gender identity or expression, or any other status protected by law.

Our client is seeking a dedicated and skilled Technical Support Specialist to join their fully remote customer service and helpdesk team. In this vital role, you will be the primary point of contact for customers seeking assistance with technical issues related to our products and services. You will diagnose and resolve software and hardware problems, provide step-by-step guidance to users, and ensure a high level of customer satisfaction. Responsibilities include responding to support tickets, troubleshooting client issues via phone, email, and chat, and escalating complex problems to the appropriate technical teams when necessary. The ideal candidate will have a strong understanding of common operating systems, networking principles, and troubleshooting methodologies. Experience with CRM and helpdesk ticketing systems is essential. You must possess excellent communication and active listening skills, patience, and a genuine desire to help customers. This position requires the ability to work independently, manage your time effectively, and maintain detailed records of support interactions. Your contributions will directly impact customer retention and brand loyalty in a completely remote setting.
Responsibilities:

• Provide timely and effective technical support to customers via multiple channels (phone, email, chat).
• Diagnose and troubleshoot hardware, software, and network issues.
• Guide users through problem-solving processes and solutions.
• Escalate unresolved issues to senior support staff or development teams.
• Document all support interactions, resolutions, and technical issues accurately in the ticketing system.
• Create and update knowledge base articles and FAQs.
• Assist customers with product installations, configurations, and upgrades.
• Identify recurring issues and provide feedback to product development teams.
• Maintain a high level of customer satisfaction by delivering prompt and professional support.
• Stay up-to-date with product updates and technical advancements.
• Collaborate with team members to share knowledge and best practices.

Qualifications:

• High school diploma or equivalent; Associate's or Bachelor's degree in a related field is a plus.
• Minimum of 2 years of experience in technical support or customer service.
• Strong knowledge of Windows and macOS operating systems.
• Familiarity with network protocols and troubleshooting.
• Experience with helpdesk software (e.g., Zendesk, ServiceNow) and CRM systems.
• Excellent problem-solving, analytical, and communication skills.
• Patience and a customer-centric approach to support.
• Ability to work independently and manage multiple priorities in a remote environment.
• A proactive attitude towards learning new technologies.

This is a fully remote opportunity, welcoming candidates from across the United States.

Our client is looking for a dedicated Technical Support Specialist to join their expanding customer service operations in Columbus, Ohio, US . This role is crucial for ensuring our customers receive timely and effective assistance with our diverse range of products and services. You will be the first point of contact for many clients, diagnosing and resolving technical issues, guiding users through product functionalities, and escalating complex problems to specialized teams when necessary. A strong commitment to customer satisfaction and excellent problem-solving abilities are essential. You will be instrumental in maintaining high levels of customer engagement and loyalty. Responsibilities include:

• Providing first-level technical support via phone, email, and chat.
• Troubleshooting software and hardware issues experienced by clients.
• Documenting customer interactions and resolutions in a CRM system.
• Creating and updating knowledge base articles and FAQs.
• Identifying recurring technical issues and suggesting improvements to products or processes.
• Collaborating with development and QA teams to resolve bugs and enhance user experience.
• Training new team members on support procedures and best practices.

Qualifications:

• Associate's degree in Information Technology, Computer Science, or a related field; Bachelor's degree preferred.
• Proven experience in a technical support or helpdesk role.
• Strong understanding of operating systems (Windows, macOS) and common software applications.
• Familiarity with networking concepts and troubleshooting.
• Excellent communication and interpersonal skills.
• Patience and a customer-centric approach to problem-solving.
• Ability to explain technical concepts clearly to non-technical users.

This position requires a proactive individual who thrives in a fast-paced environment and is passionate about helping customers succeed.

Job DescriptionJob Description

Russell Tobin is looking for a Customer Supp/Account Rep-Sr -IT based in Columbus, OH for our client who is a leading global financial services firm providing a wide range of investment banking, securities, investment management and wealth management services.

Job title: Customer Supp/Account Rep-Sr -IT/Technical Support Representative

Location: Columbus, OH

Duration: 6 months

Pay rate: $20- $21.00/hour

Responsibilities:

The Service Desk Agent is the first point of contact for the users who call our IT Service Desk. While providing the highest level of customer service, the Service Desk Agent answers incoming calls, tracks all information in a call tracking system, uses a knowledge base tool along with their expertise to resolve issues in a timely fashion. The Service Desk Agent is focused on providing best in class customer service, achieving high levels of first call resolution, and identifying opportunities to streamline/automate agent process.

Demonstrate strong customer service skills to provide phone support including:

Listening to the customer to gain an accurate understanding of the situation

Being empathetic to the customer’s situation and having a sense of urgency to resolve the issue

Producing accurate, detailed documentation at the client, problem and incident level

Resolving conflict

Responsible for high quality end-user technical support, related to enterprise software and hardware

Responsibilities include assessment, triage, research, training/education and resolution of incidents and requests regarding the use of application software products and/or infrastructure components in a fast paced 7x24x365 environment.

Under general oversight, provides after hours and weekend support as needed.

The position requires attention to detail, follow through, teamwork focus and positive attitude.

An understanding of technology and the ability to apply that knowledge to support all existing systems

Supports all aspects of client support and immediate computing needs while demonstrating professionalism and composure on the phone, via an online chat and/or in person

Create a positive customer support experience, build rapport and trust with end users through professional attitude and approach to problem understanding, ensuring timely resolution or escalation by providing urgency, business impact evaluation and communicating the status to the end user promptly

Identifies and works with internal end users to provide guidance and support, sound communications and customer service principles without becoming unprofessional in difficult situations

Provides investigation, diagnosis, resolution and recovery for hardware/software problems

Installs, modifies, cleans up, run diagnostic programs and repairs computer hardware/ peripherals and software

Qualifications:

Excellent customer service skills required

Excellent communication skills required

Two to five years of proven, qualified related work experience in a comparable complex, high tech and fast paced work environment

work experience in technical support role but not required

Ability to diagnose the cause of problems in a complex environment and to provide effective solutions quickly

Self motivated and ability to work on own initiative in a high pressure environment

Willing to work variable shifts including evenings, weekends and public holidays

***Responsible for high quality end-user technical support, related to enterprise software and hardware

An understanding of technology and the ability to apply that knowledge to support all existing systems

Provides investigation, diagnosis, resolution and recovery for hardware/software problems

Required Education:

High school diploma or GED with relevant work experience

Benefits Disclosure

“Russell Tobin offers eligible employees comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), a 401(k)-retirement savings, life & insurance, an employee assistance program, theft protection, legal support, auto and home insurance, pet insurance, and employee discounts with some vendors.”

Company DescriptionPride Global offers eligible employee's comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), 401(k)-retirement savings, life & insurance, an employee assistance program, legal support, auto, home insurance, pet insurance and employee discounts with vendors.Company DescriptionPride Global offers eligible employee's comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), 401(k)-retirement savings, life & insurance, an employee assistance program, legal support, auto, home insurance, pet insurance and employee discounts with vendors.

Salary : $71,386.00 - $99,944.00 Annually
Location : Delaware, OH
Job Type: Full-time
Job Number: 202500037
Department: Information Technology
Opening Date: 08/19/2025
Closing Date: 9/2/2025 11:59 PM Eastern
FLSA: Exempt
Bargaining Unit: MGT

Nature of Work, Essential Functions & KSA's

You can do great work and love what you do with the City of Delaware. We are an organization that succeeds because of teamwork, dedication, diversity, and the innovative spirit of all our employees. The City of Delaware is an award-winning local government organization known for its professionalism, customer service orientation and a strong commitment to distinctive and well-planned community development. The work environment is stable with excellent benefits and retirement packages. Our mission is to ensure an effective government, a healthy economy, being a safe city and welcoming you to be a part of this great community!

Under the immediate direction of the Deputy IT Director/Security Officer, the Technical Support Specialist III, analyzes, helps solve complex problems relating to computer hardware or software and provide solutions based on their technical knowledge, research and troubleshooting skills. Responsible for day-to-day technology management, cloud management, patching, proactive monitoring, problem, and resolution maintenance. In addition, the Technical Support Specialist III may oversee the work of part-time and/or full-time staff, on a project basis, at the discretion of the Chief Information Officer. The Technical Support Specialist III will also be available after hours, as necessary, to address IT system malfunctions and other problems requiring immediate attention. Position requires regular and reliable attendance.

Essential Functions: For purposes of 42 USC 12101

1. Level 3 support is the highest tier which includes Level 1 and 2 essential functions.
2. Implements and manages network infrastructure (physical, logical, and cloud/virtual) including all servers, firewalls, and other network equipment to ensure effective and efficient operations and performance.
3. Upgrades network components as new technology and budget becomes available (i.e., Firewall and Switch configurations).
4. Participates in the support of Information Technology projects and provides user support as needed.
5. Ensures that all hardware and systems are functioning efficiently; rebuilds and updates when necessary.
6. Ensures backups of all server data are being performed daily. Updates the system, as appropriate, and modifies and maintains system backup procedures.
7. Oversees Antivirus protection for all computers and servers on premise.
8. Administers Office 365, AD, patch management, new/existing user accounts, server and application licensing, remote access.
9. Assists in the provision of IT consultation and technical guidance to City departments in the selection, operation, and maintenance of personal computers.
10. Manages the installation, diagnostics and troubleshooting of escalated problems with equipment, network systems, including workstations, servers, printers, switches, routers, peripheral equipment and any other endpoint hardware.
11. Assists in the preparation and recommendation of standards for the use of personal computer system and telephone system resources.
12. Assists in the development of documentation for network management, as well as recommended procedures related to the provision of data services.
13. Manages the maintenance, operation and troubleshooting of LEADS (State of Ohio Law Enforcement Automated Data System) system at the Police Department.
14. Assists in the identification and recommendation of external vendors to complete computer, telephone, and computer operations implementations.
15. Coordinates the efforts of part-time and full-time staff on various projects, as directed by the Deputy IT Director(s), without direct management responsibilities.
16. Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies.
17. Maintains historical records by documenting hardware and software changes and revisions.
18. Performs other related duties as assigned.

Knowledge, Skills & Abilities

Knowledge

• Microsoft Office applications (e.g., Outlook, Word, Excel, Publisher, Access, Sharepoint, OneNote, and Teams) and other computer software.
• City and Department goals and objectives.
• City and Department policies and procedures.
• Government structure and process.
• Standard office procedures.
• Customer service procedures and techniques.
• Common information technologies and systems.
• Operating characteristics, capabilities, limitations and service requirements of personal computer and related peripheral equipment.
• Hardware and software used in mainframe and personal computer systems.
• Troubleshooting methods related to computer hardware and peripherals, software, and networks.
• Current trends and developments in the field of personal computer technology by attending meetings, training sessions, and reading relevant material.
• Familiarity with multiple information and communications systems, including Analog and Digital Voice, Voice over IP, Data, Imaging, and Office Automation.
• Wiring networking cable and jacks.

Skills

• Excellent organization, attention to detail, accuracy, time management, and critical thinking skills.
• Using tact, discretion, initiative, and independent judgment within established guidelines.
• Civic engagement and customer service.
• Microsoft applications including the most recent versions of Windows Professional Workstation, Windows Server, SQL Server, Exchange Server, and Office 365.
• Training to meet company safety standards.
• Communicating complex concepts to a general audience.
• Troubleshooting common IT problems.

Abilities

• Deal with many variables, define and solve problems, collect, analyze, and interpret data, establish facts and determine specific action.
• Operate assigned equipment.
• Organize and complete multiple projects simultaneously with limited supervision.
• Maintain a high level of confidentiality about information within the office.
• Add, subtract, multiply, and divide.
• Calculate fractions, decimals, and percentages.
• Prepare correspondence.
• Compile and prepare reports.
• Understand and follow written and oral instructions, policies, and procedures.
• Be honest, dependable, and trustworthy.
• Maintain effective working relationships.
• Communicate effectively, both in oral and written form.
• Exercise independent judgement and discretion.
• Work in a professional office environment.
• Analyze work papers, reports, and special projects.
• Identify and interpret technical and numerical information.
• Observe and problem solve operational and technical policy and procedure issues.
• Interpret and explain technical concepts to individuals and groups with varying knowledge and/or understanding of such concepts.
• Identify, analyze, and assess personal computer and network problems and take appropriate corrective action whether over the phone, remotely or on site.
• Install, monitor, modify and maintain systems software and prepare complex computer programs for business applications.
• Adjust or make recommendations as appropriate for software/hardware.
• Use various hand tools and testing equipment in repair, adjustment, or problem identification of personal computers and related equipment.
• Improvise solutions to issues.

Physical Requirements & Working Conditions

Physical Requirements

1. The primary duties of this position are performed in a general office environment with occasional visits to off-site City facilities.
2. Sufficient clarity of speech and hearing or other communications capabilities, with or without reasonable accommodation, which permits the employee to discern verbal instructions and to communicate effectively with others in person and over the telephone.
3. Sufficient visual acuity, with or without reasonable accommodation, which permits the employee to comprehend written work requests, to diagnose and detect problems and to develop effective system solutions.
4. Sufficient manual dexterity, with or without reasonable accommodation, which permits the employee to operate computer equipment and other office equipment.
5. Sufficient personal mobility and flexibility, with or without reasonable accommodation, which permits the employee to work in an office setting.
6. Sufficient ability and strength to lift, carry or otherwise move objects up to fifty (50) pounds for varying distances.

Equipment Operated
Computer, copier, phone, and other standard/modern office equipment; computer software (e.g., Microsoft Office, VMware, Microsoft Windows, Mitel Director, PDQ Deploy, LanSweeper, VOIP, Veeam, Ivanti, Central Sophos, and other applicable computer software), servers, firewall, network switches, modems/radios.
Training, Experience, and Qualifications

1. Bachelor's degree from an accredited college or university with major course work in computer science or closely related field.
2. Five (5) or more years of responsible experience in technical support for personal computer hardware and software systems, utilizing networks.
3. Possession of an A+ Certification from CompTIA preferred.
4. Possession of a valid State of Ohio driver's license and ability to maintain insurability under the City's vehicle insurance policy.
5. Regular and reliable attendance
6. Any combination of training and experience which will indicate the possession of the skills, knowledge and abilities listed below.

Supplemental Information / Special Requirements

The City of Delaware offers a complete benefits package to full-time employees including health, dental, and life insurance, retirement pension and savings plans, paid holidays, vacation, sick leave, and longevity pay and, in many positions, paid uniforms or clothing allowance. This position is part of the Management Pay Plan. Details about the compensation and benefits for this position can be found in the agreement by clicking here.

The information above is intended to be illustrative of the kinds of duties that may be assigned to the position and should not be interpreted to describe all the duties which may be required of employees holding this position.

The City of Delaware is an Equal Opportunity Employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status. In compliance with the Americans with Disabilities Act (ADA) and the Americans with Disabilities Act Amendment Act (ADAAA), the City of Delaware will provide reasonable accommodations, upon reasonable request, to qualified individuals with disabilities and encourages both prospective employees and incumbents to discuss potential accommodations with the employer.
The City of Delaware offers competitive pay and benefits for its full-time opportunities. Benefits include , life insurance, paid vacation, sick leave and personal days, injury leave, longevity compensation, and tuition reimbursement.

Please always refer to the current labor agreement relative to the position you are applying for additional details.