935 In Person Customer Support jobs in Columbia

Our client is looking for a dedicated and customer-focused Technical Support Specialist to join their established team in Baltimore, Maryland, US . This role is critical in ensuring our users receive timely and effective assistance with our diverse range of software products and services. You will be the first point of contact for technical issues, diagnosing and resolving problems through various channels, including phone, email, and ticketing systems. The ideal candidate possesses exceptional troubleshooting skills, a deep understanding of common technical issues, and the ability to communicate complex solutions in a clear and concise manner. Responsibilities include logging and tracking support requests, escalating issues to higher-level support or development teams when necessary, and contributing to the knowledge base by documenting solutions and creating FAQs. You will also be responsible for providing training and guidance to end-users, ensuring they can effectively utilize our offerings. Proactive customer engagement and a commitment to providing an outstanding support experience are paramount. This position requires a meticulous approach to problem-solving, strong organizational skills, and the ability to manage multiple priorities in a busy environment. You will work closely with product development and quality assurance teams to provide feedback on user issues and identify areas for improvement. A passion for technology and a genuine desire to help others succeed are essential for this role. Join our team and be the bridge between our users and our cutting-edge solutions.
Responsibilities:

• Provide first-level technical support to end-users via phone, email, and chat.
• Diagnose and resolve hardware, software, and network issues.
• Escalate complex problems to senior support staff or appropriate teams.
• Document all support interactions and resolutions in a ticketing system.
• Create and maintain technical documentation, knowledge base articles, and user guides.
• Assist users with product setup, configuration, and troubleshooting.
• Identify trends in support requests and provide feedback to product teams.
• Conduct remote troubleshooting sessions with users.
• Ensure customer satisfaction by providing prompt and effective solutions.
• Stay up-to-date with product updates and new features.

At DDC we provide public affairs solutions that enable our clients to identify, manage and communicate with their political assets and advocates. Through our unique blend of professional services and technology solutions, we establish rich connections with targeted audiences and empower our clients to build the relationships necessary to win on their public policy campaigns.
**About the role:**
As a **Technical Support Specialist** , you will support our user community and their usage of our proprietary software and web-based applications. We are looking for a Contractor that will take on the initial customer inquiry, interacts with our users directly and provides troubleshooting, triage, and technical support to our customers. You will be responsible for supporting all clients' technical needs and issue resolution. Sound technical understanding and applied knowledge of DDC's front-end applications, packaged solutions and associated processes will be leveraged into meeting the responsibilities outlined below, with the goal of providing exemplary support to the client's operational needs.
**What you'll be doing:**
+ Primary telephone, email and ticketing technical support response for customers and internal resources.
+ Conducts initial triage and troubleshooting to confirm and help resolve technical issues with proprietary applications and escalates appropriate cases as necessary.
+ Provides customer guidance and training on use and functionality of various services and applications provided by the company.
+ Create and troubleshoot client email communications and web-based content using HTML and various HTML and graphic editors.
+ Track all telephone and email cases in CRM database.
+ Keeps customers informed of their open tickets.
**About you:**
+ Someone with a positive attitude, enthusiastic about technology and imaginative in their approach
+ Excellent problem solving and analytical skills with high attention to details and good follow-through
+ Knowledge of web-based technologies; including but not isolated to understanding web-based technologies, relational databases, and content management systems.
+ Ability to multi-task and prioritize in a very fluid and changing environment
+ Customer focused and dedicated to delivering Service Excellence.
+ Excellent communication skills (both verbal and written)
+ A qualified candidate would be self-motivated, a good communicator, eager to learn, interpersonal, tech savvy, multi-tasker, adaptable, able to meet deadlines, a problem-solver, and possess exceptional time management skills.
+ Excellent problem-solving skills with high attention to detail and strong follow-through.
+ Customer focused and dedicated to delivering technical, strategy-based business solutions
**Additional Details:**
+ Employment type: Contractor
+ Hourly salary: $30/hr.
+ Term: Through December 31, 2025 with the possibility to extend the agreement or convert to a full-time position, depending on the Contractor's performance and the needs of the Company at that time.
+ Benefits (Medical, Dental, Vision) available upon full-time conversion.
Salary is based on a range of factors that include relevant experience, knowledge, skills, and other job-related qualifications. A range of medical, dental, vision, 401(k) matching, paid time off, and/or other benefits also are available. Employees from diverse or underrepresented backgrounds are encouraged to apply.
DDC Public Affairs is part of the Omnicom Public Relations Group, a division of Omnicom Group Inc. and is committed to equal employment opportunity and affirmative action. DDC Public Affairs does not discriminate in any aspect of employment on the basis of race, color, religion, national origin, ancestry, gender, sex, sexual orientation, gender identity and/or expression, age, veteran status, disability, or any other characteristic protected by federal, state, or local employment discrimination laws where DDC Public Affairs does business. Our policy is to employ, advance, and reasonably accommodate all qualified employees and applicants. Any person who feels that he or she has been subjected to discrimination should immediately report the matter to Talent Development or to a supervisor.
Any reported incident will be investigated. Retaliation against an employee or applicant who makes a good-faith claim of discrimination is prohibited. Employees and applicants may bring good-faith complaints, ask questions, and raise concerns without fear of reprisal or retaliation.

Our client is seeking a highly skilled Senior Technical Support Specialist to provide expert-level assistance and troubleshooting for their sophisticated software products. This hybrid role combines remote work flexibility with the necessity of occasional on-site collaboration and client engagement. The ideal candidate will possess deep technical knowledge, exceptional problem-solving abilities, and outstanding customer service skills. You will be responsible for resolving complex technical issues, documenting solutions, and contributing to the continuous improvement of our support processes.

Key Responsibilities:

• Provide advanced technical support to customers via phone, email, chat, and remote desktop sessions.
• Troubleshoot and diagnose complex software issues, identifying root causes and implementing effective solutions.
• Escalate critical issues to appropriate internal teams (e.g., development, engineering) when necessary, providing detailed documentation.
• Develop and maintain comprehensive technical documentation, including knowledge base articles, FAQs, and troubleshooting guides.
• Assist in the training and mentoring of junior support staff.
• Contribute to product improvement by providing detailed feedback to the development and product management teams.
• Manage support queues and ensure timely resolution of all customer inquiries and issues.
• Proactively identify trends in support requests and recommend solutions or preventative measures.
• Participate in cross-functional team meetings and projects as needed.
• Stay up-to-date with product updates, new features, and relevant technologies.
• On-site presence may be required for specific client meetings, team training, or complex issue resolution in Baltimore, Maryland, US .

Qualifications:

• Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• 5+ years of experience in technical support, preferably with enterprise software or complex IT systems.
• Proven expertise in troubleshooting software applications, operating systems, and network issues.
• Strong understanding of SQL, scripting languages (e.g., PowerShell, Python), and common network protocols.
• Experience with CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
• Excellent analytical and problem-solving skills.
• Outstanding communication and interpersonal skills, with the ability to explain technical concepts clearly to non-technical users.
• Ability to work independently and as part of a team in a hybrid work environment.
• Strong customer service orientation and a commitment to customer satisfaction.
• Experience with cloud platforms (AWS, Azure, GCP) is a plus.

Our client offers a competitive salary, benefits package, and opportunities for professional growth within a supportive hybrid work environment.

Our client is looking for a highly skilled and motivated Lead Technical Support Specialist to enhance their customer support operations. This hybrid role requires a strategic blend of hands-on technical assistance and team leadership, contributing to exceptional user experiences. The ideal candidate will possess deep technical knowledge, strong problem-solving abilities, and a passion for mentoring and guiding a support team in resolving complex user issues.

Responsibilities:

• Provide advanced technical support to users experiencing hardware, software, and network-related issues across various platforms.
• Diagnose and resolve complex technical problems, escalating issues to appropriate teams when necessary.
• Develop and maintain comprehensive knowledge base articles, troubleshooting guides, and FAQs to empower users and support staff.
• Mentor and train junior technical support specialists, fostering a culture of continuous learning and service excellence.
• Monitor support ticket queues, ensuring timely and effective resolution of issues in accordance with service level agreements (SLAs).
• Identify recurring technical issues and collaborate with relevant departments (e.g., IT, Development) to implement long-term solutions.
• Manage and maintain IT equipment, software licenses, and system configurations.
• Contribute to the evaluation and implementation of new support tools and technologies.
• Develop and deliver technical training sessions to end-users and support staff.
• Ensure all support activities are documented accurately and efficiently.

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, with at least 2 years in a lead or supervisory role.
• Expertise in troubleshooting operating systems (Windows, macOS, Linux), networking protocols, and common software applications.
• Strong understanding of hardware troubleshooting, including PCs, laptops, printers, and mobile devices.
• Experience with IT support ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools.
• Excellent problem-solving, analytical, and critical thinking skills.
• Exceptional communication, interpersonal, and customer service skills.
• Ability to work effectively in a hybrid environment, balancing on-site collaboration with remote work responsibilities.
• Certifications such as CompTIA A+, Network+, or ITIL are a plus.
• Must be authorized to work in the US.

This role requires a leader who can inspire a team and ensure our client's users receive the highest level of technical assistance. If you are a proactive problem-solver with a talent for leadership, we encourage you to apply. The position is based in Washington, D.C., US .

Our client is seeking a highly skilled and customer-focused Senior Technical Support Specialist to join their fully remote team. This position is critical in providing advanced technical assistance and resolving complex issues for our user base. As a Senior Technical Support Specialist, you will be a primary point of contact for escalated technical problems, leveraging your deep understanding of our products and systems to deliver exceptional support. Your responsibilities will include diagnosing and troubleshooting hardware, software, and network issues, documenting solutions, and contributing to our knowledge base. You will also work closely with engineering and product development teams to identify trends, report bugs, and suggest product improvements. The ideal candidate will have extensive experience in technical support, a proven ability to manage challenging customer interactions, and a passion for problem-solving. You should possess strong communication skills, both written and verbal, with the ability to explain technical concepts clearly to users of varying technical proficiencies. This is a remote-first role, requiring you to be self-motivated, organized, and able to manage your time effectively. We value candidates who are proactive in identifying potential issues and contributing to proactive solutions. You will be part of a collaborative and supportive virtual environment, where your contributions are recognized and valued. We offer a competitive compensation package, excellent benefits, and significant opportunities for professional development within a growing organization. If you are dedicated to providing outstanding technical support and thrive in a remote work setting, we encourage you to apply.

Responsibilities:

• Provide advanced technical support to end-users via phone, email, and chat.
• Diagnose and resolve complex hardware, software, and network issues.
• Escalate unresolved issues to appropriate internal teams and track resolution.
• Create and maintain technical documentation, FAQs, and knowledge base articles.
• Assist in the training and mentoring of junior support staff.
• Identify recurring technical issues and provide feedback for product improvement.
• Manage customer expectations and ensure timely resolution of support requests.
• Stay up-to-date with product updates and new technologies.
• Contribute to a positive and collaborative remote work environment.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent experience.
• Minimum of 5 years of experience in technical support or helpdesk roles.
• Strong knowledge of operating systems (Windows, macOS, Linux), networking protocols, and common software applications.
• Experience with ticketing systems (e.g., Zendesk, ServiceNow).
• Excellent problem-solving and diagnostic skills.
• Superior communication and customer service skills.
• Ability to work independently and manage time effectively in a remote setting.

Our client, a leading technology firm located in Washington, D.C., US , is looking for a dedicated and experienced Senior Technical Support Specialist to join their growing team. This role is integral to ensuring the smooth operation of our client's IT infrastructure and providing high-level technical assistance to internal users and external clients. The ideal candidate will possess a deep understanding of troubleshooting complex hardware and software issues, network connectivity problems, and various operating systems.

Responsibilities will include diagnosing and resolving escalated technical issues reported via ticketing system, phone, or email; providing hands-on support for hardware/software installations, configurations, and upgrades; and documenting all support activities, solutions, and procedures in a comprehensive knowledge base. You will also be responsible for mentoring junior support staff, contributing to the development of support processes, and proactively identifying areas for system improvement.

The Senior Technical Support Specialist will also collaborate with other IT departments to resolve network and server-related issues, manage IT asset inventory, and ensure compliance with IT policies and security protocols. This position requires excellent customer service skills, the ability to explain technical concepts to non-technical users, and a strong commitment to providing timely and effective solutions. The ability to work under pressure and manage multiple urgent requests simultaneously is essential.

Required qualifications include a Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience. A minimum of 4 years of experience in a technical support role, with at least 2 years in a senior capacity, is necessary. Certifications such as CompTIA A+, Network+, Security+, or Microsoft certifications are highly desirable. Strong knowledge of Windows and macOS environments, Active Directory, Office 365, and common networking protocols is a must. Excellent analytical and problem-solving skills, along with superior communication and interpersonal skills, are critical for success in this demanding role.

Our client is seeking a highly skilled and experienced Senior Technical Support Specialist to join their esteemed support team in Washington, D.C., US . This hybrid role offers a blend of in-office collaboration and remote flexibility, allowing you to contribute your expertise effectively. You will be the primary point of contact for complex technical issues, providing advanced troubleshooting and resolution for a diverse range of software and hardware problems. Responsibilities include diagnosing intricate technical challenges, escalating issues to appropriate engineering teams when necessary, and thoroughly documenting all interactions and solutions. You will also be responsible for creating and maintaining knowledge base articles, developing training materials for junior support staff, and contributing to the continuous improvement of support processes and tools. The ideal candidate possesses a deep understanding of operating systems (Windows, macOS, Linux), network protocols, and common business applications. Experience with CRM systems, ticketing platforms (e.g., Zendesk, ServiceNow), and remote support tools is essential. You should have a proven ability to manage multiple complex issues simultaneously, excellent analytical and problem-solving skills, and a calm, patient demeanor when dealing with challenging situations. A strong commitment to customer satisfaction is paramount. You will play a key role in ensuring our clients receive exceptional technical assistance, thereby enhancing their overall experience with our products and services. This is an excellent opportunity for a dedicated professional looking to advance their career in a reputable organization. We encourage applications from individuals with a passion for technology and a drive to help others succeed.

Key Responsibilities:

• Provide advanced technical support for complex issues.
• Diagnose and resolve software and hardware problems.
• Escalate and track issues to resolution.
• Create and update knowledge base articles.
• Train and mentor junior support staff.
• Contribute to support process improvements.
• Manage customer relationships and ensure satisfaction.

Qualifications:

• Associate's or Bachelor's degree in a technical field.
• 5+ years of experience in technical support or helpdesk roles.
• Proficiency in operating systems and common business applications.
• Experience with ticketing systems and remote support tools.
• Strong analytical and troubleshooting skills.
• Excellent communication and interpersonal abilities.
• Customer-focused mindset.

Our client is looking for a seasoned Senior Technical Support Specialist to be a cornerstone of their customer service operations in Baltimore, Maryland, US . This role is crucial for providing expert-level assistance to clients facing complex technical challenges with our proprietary software suite. The ideal candidate possesses exceptional problem-solving skills, a deep understanding of IT systems, and a passion for delivering outstanding customer experiences. You will be a primary point of escalation for challenging issues and will contribute to improving support processes and documentation.

Responsibilities:

• Provide advanced technical support and troubleshooting for our software products via phone, email, and remote desktop sessions.
• Diagnose and resolve intricate software and hardware issues reported by customers.
• Escalate unresolved issues to engineering or development teams with detailed documentation.
• Create and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides.
• Train and mentor junior support staff, sharing expertise and best practices.
• Identify recurring customer issues and provide feedback to product development for improvements.
• Manage customer relationships, ensuring timely and satisfactory resolution of support tickets.
• Participate in after-hours on-call rotations as needed.
• Stay up-to-date with product updates, new features, and relevant technologies.
• Contribute to the continuous improvement of customer support processes and workflows.

Qualifications:

• Associate's or 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.
• In-depth knowledge of operating systems (Windows, macOS, Linux), network protocols, and common software applications.
• Experience troubleshooting complex software applications and integrations.
• Excellent analytical and problem-solving abilities with a methodical approach.
• Exceptional customer service and communication skills, both written and verbal.
• Ability to explain technical concepts clearly to non-technical users.
• Experience with CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
• Ability to work independently and as part of a team in a fast-paced environment.
• Strong sense of urgency and commitment to customer satisfaction.

This on-site role in Baltimore, Maryland, US offers a competitive salary, comprehensive benefits package, and opportunities for career advancement within a growing technology company.

Our client is seeking a highly motivated and customer-focused Remote Technical Support Specialist to join their fully remote team. This position is crucial for providing exceptional technical assistance to users across a variety of our client's platforms and services. You will be the primary point of contact for customers experiencing technical issues, guiding them through troubleshooting processes, and ensuring swift resolution. This role requires a deep understanding of software applications, hardware, and network connectivity. Key responsibilities include diagnosing and resolving software and hardware issues, responding to customer inquiries via phone, email, and chat, documenting support interactions in a ticketing system, escalating complex issues to senior support staff or engineering teams, and contributing to the knowledge base with solutions and guides. The ideal candidate will possess outstanding problem-solving abilities, excellent communication skills, and a patient, empathetic demeanor. Proficiency with ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools is essential. A background in IT support, computer science, or a related field is highly desirable, along with experience supporting SaaS products or complex software solutions. Candidates must have a reliable internet connection and a dedicated home office setup conducive to professional remote work. This is a demanding role that requires the ability to multitask effectively, manage time efficiently, and maintain a high level of professionalism in a virtual environment. Our client is committed to fostering a supportive and collaborative remote culture, offering opportunities for professional development and growth. If you are passionate about technology and dedicated to providing outstanding customer experiences from the comfort of your home, we encourage you to apply.

Responsibilities:

• Provide remote technical support to customers via phone, email, and chat.
• Diagnose and resolve hardware, software, and network-related issues.
• Guide users through step-by-step solutions to technical problems.
• Document all support requests and resolutions in a CRM or ticketing system.
• Escalate unresolved issues to appropriate internal teams.
• Contribute to the creation and maintenance of support documentation and FAQs.
• Identify trends in customer issues and provide feedback to product development teams.
• Ensure a high level of customer satisfaction through timely and effective support.

Qualifications:

• Proven experience in technical support or a similar customer-facing IT role.
• Strong knowledge of operating systems (Windows, macOS), common software applications, and networking concepts.
• Experience with remote support tools and ticketing systems.
• Excellent problem-solving, analytical, and troubleshooting skills.
• Outstanding verbal and written communication skills.
• Ability to explain technical concepts clearly to non-technical users.
• Self-motivated with the ability to work independently in a remote setting.
• High school diploma or equivalent; Associate's or Bachelor's degree in a related field is a plus.
• Reliable high-speed internet connection and a suitable home office environment.