103 IT Support Specialists jobs in Grand Rapids
Technical Support Lead
49503 Grand Rapids, Michigan
$70000 Annually
WhatJobs
Posted 11 days ago
Job Viewed
Job Description
Our client is seeking an experienced and proactive Technical Support Lead to manage their support operations in **Grand Rapids, Michigan, US**. This role operates on a hybrid model, requiring a balance of on-site presence for team collaboration and essential in-person tasks, with the flexibility of remote work. The ideal candidate will have a strong background in IT support, excellent problem-solving skills, and proven leadership experience. You will be responsible for leading a team of support technicians, ensuring timely and effective resolution of technical issues, and maintaining high levels of customer satisfaction.
Responsibilities:
Responsibilities:
- Lead and mentor a team of technical support specialists, providing guidance and training.
- Manage incoming support requests and ensure timely and efficient resolution of technical issues across various platforms and applications.
- Develop and implement support procedures and best practices to optimize service delivery.
- Oversee the troubleshooting and diagnosis of hardware, software, and network problems.
- Ensure that service level agreements (SLAs) are met and maintained.
- Escalate complex technical issues to appropriate internal teams or vendors when necessary.
- Maintain accurate documentation of support tickets, resolutions, and knowledge base articles.
- Monitor system performance and identify potential issues proactively.
- Contribute to the continuous improvement of support processes and tools.
- Assist in the onboarding and training of new support team members.
- Manage relationships with third-party vendors for hardware and software support.
- Provide end-user support for a range of technical issues, including desktop support, software installation, and network connectivity.
- Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field.
- Minimum of 5 years of experience in technical support or IT helpdesk roles.
- At least 2 years of experience in a team lead or supervisory capacity.
- Strong understanding of operating systems (Windows, macOS), network protocols, and common software applications.
- Experience with ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools.
- Excellent problem-solving, analytical, and troubleshooting skills.
- Strong communication, interpersonal, and customer service skills.
- Ability to manage and prioritize multiple tasks effectively in a dynamic environment.
- Experience working in a hybrid work setting.
- Certifications such as CompTIA A+, Network+, or ITIL are a plus.
- Familiarity with the **Grand Rapids, Michigan, US** IT landscape.
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0
Technical Support Lead
49503 Grand Rapids, Michigan
$75000 Annually
WhatJobs
Posted 22 days ago
Job Viewed
Job Description
Our client is seeking a highly skilled and motivated Technical Support Lead to guide their customer service and helpdesk operations. This role is fully remote, allowing you to leverage your expertise from anywhere. You will be responsible for leading a team of technical support specialists, ensuring prompt and effective resolution of customer issues. Your primary duties will include managing ticket queues, escalating complex problems, and developing troubleshooting guides and best practices. You will also play a key role in training new team members, monitoring team performance, and identifying areas for service improvement. The ideal candidate will possess a strong technical background, extensive experience in customer support environments, and exceptional leadership and communication skills. A deep understanding of IT systems, hardware, software, and networking is essential. You should be proficient in utilizing helpdesk software and CRM systems to manage customer interactions and track resolutions. Experience in developing knowledge base articles and FAQs is highly desirable. This position requires a proactive approach, meticulous attention to detail, and the ability to work independently while fostering a collaborative team environment. We are looking for a candidate who is passionate about customer satisfaction and dedicated to providing outstanding technical assistance. This is an excellent opportunity to advance your career in a remote-first organization that values innovation and employee development. While the role is remote, strong communication and collaboration skills are paramount for seamless operation within the Grand Rapids, Michigan, US service area. You will be instrumental in shaping the future of our client's customer support.
Key Responsibilities:
Key Responsibilities:
- Lead and manage a team of technical support specialists, providing guidance and mentorship.
- Oversee the resolution of customer technical issues, ensuring timely and effective solutions.
- Manage ticket queues, prioritize issues, and escalate complex problems appropriately.
- Develop and maintain comprehensive troubleshooting guides and knowledge base articles.
- Train new team members on support procedures and technical solutions.
- Monitor team performance metrics and implement strategies for service improvement.
- Identify recurring technical issues and collaborate with engineering teams for root cause analysis and resolution.
- Ensure adherence to service level agreements (SLAs) and customer satisfaction standards.
- Communicate effectively with customers, providing clear and concise technical assistance.
- Stay up-to-date with new technologies and product updates to provide accurate support.
- Foster a positive and collaborative team environment.
- Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
- Minimum of 5 years of experience in technical support or IT helpdesk roles.
- At least 2 years of experience in a leadership or supervisory role.
- Strong understanding of operating systems (Windows, macOS, Linux), hardware, software, and networking concepts.
- Proficiency in helpdesk ticketing systems (e.g., Zendesk, ServiceNow) and CRM software.
- Excellent problem-solving, analytical, and troubleshooting skills.
- Exceptional communication, interpersonal, and customer service skills.
- Ability to work independently and manage workload effectively in a remote setting.
- Experience developing technical documentation and knowledge base content.
- Certification in relevant IT technologies (e.g., CompTIA A+, Network+) is a plus.
- Familiarity with the Grand Rapids, Michigan, US area for context on user base.
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1
Senior Technical Support Engineer
49503 Grand Rapids, Michigan
$80000 Annually
WhatJobs
Posted 5 days ago
Job Viewed
Job Description
Our client is seeking a highly skilled and motivated Senior Technical Support Engineer to join their growing customer service team. This role will be based in **Grand Rapids, Michigan, US**, with a flexible hybrid work arrangement, allowing for a blend of in-office collaboration and remote work. The Senior Technical Support Engineer will be responsible for providing advanced technical assistance to customers, troubleshooting complex issues, and contributing to the continuous improvement of our client's products and support processes. You will act as a point of escalation for challenging technical problems, working closely with engineering and product teams to find resolutions.
Key Responsibilities:
Key Responsibilities:
- Diagnose and resolve complex technical issues reported by customers via various channels (phone, email, chat, ticketing system).
- Provide expert-level technical support for our client's software and hardware products.
- Document technical solutions, troubleshooting guides, and knowledge base articles.
- Escalate unresolved issues to the appropriate engineering or development teams, providing detailed analysis and reproduction steps.
- Mentor and guide junior support staff, sharing knowledge and best practices.
- Participate in product testing and provide feedback to the product development team for quality improvement.
- Analyze support trends and identify areas for proactive intervention or product enhancement.
- Ensure high levels of customer satisfaction by delivering timely, accurate, and professional support.
- Contribute to the development and maintenance of support tools and infrastructure.
- Stay up-to-date with the latest product updates, technologies, and industry best practices.
- 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 technical role.
- Proven ability to troubleshoot complex software and hardware issues.
- Strong understanding of operating systems, networking concepts, and common software applications.
- Excellent communication, interpersonal, and problem-solving skills.
- Experience with ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools.
- Ability to work effectively in a hybrid work environment, collaborating both remotely and in the office.
- Certifications such as CompTIA A+, Network+, or Microsoft Certified Professional are a plus.
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2
Senior Technical Support Specialist
49503 Grand Rapids, Michigan
$65000 Annually
WhatJobs
Posted 5 days ago
Job Viewed
Job Description
Our client is seeking a highly skilled and customer-focused Senior Technical Support Specialist to join their IT department in Grand Rapids, Michigan, US . This role is crucial for providing advanced technical assistance and resolving complex issues for our internal users and potentially external clients. The ideal candidate will possess a deep understanding of hardware, software, networking, and troubleshooting methodologies, coupled with exceptional problem-solving abilities and outstanding communication skills. You will be a key point of contact for technical challenges, ensuring minimal disruption to operations and maintaining high levels of user satisfaction.
Key responsibilities include:
Qualifications:
This role offers a competitive salary, comprehensive benefits, and the opportunity to advance your career in a supportive and growth-oriented environment. The position is based at our client's location in Grand Rapids, Michigan, US , with a hybrid work arrangement.
Key responsibilities include:
- Providing advanced technical support and troubleshooting for hardware, software, and network issues.
- Diagnosing and resolving complex technical problems, escalating issues when necessary to specialized teams.
- Responding to user support requests via phone, email, and ticketing systems in a timely and professional manner.
- Installing, configuring, and maintaining computer systems, software applications, and peripherals.
- Documenting technical procedures, solutions, and user guides.
- Mentoring and assisting junior support staff, sharing knowledge and best practices.
- Assisting with the management of IT assets and inventory.
- Participating in IT projects, such as system upgrades or new technology deployments.
- Identifying recurring technical issues and recommending proactive solutions or process improvements.
- Ensuring the security and integrity of user data and company systems.
Qualifications:
- Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
- Minimum of 5 years of experience in technical support or helpdesk roles, with a proven track record of resolving complex issues.
- In-depth knowledge of operating systems (Windows, macOS), common business applications, and network protocols.
- Experience with remote support tools and ticketing systems (e.g., Zendesk, ServiceNow).
- Strong understanding of hardware troubleshooting, network infrastructure, and cybersecurity fundamentals.
- Excellent analytical, problem-solving, and critical-thinking skills.
- Exceptional customer service and communication skills, with the ability to explain technical concepts clearly to non-technical users.
- Ability to work effectively both independently and as part of a team.
- Relevant certifications such as CompTIA A+, Network+, or Microsoft certifications are highly desirable.
This role offers a competitive salary, comprehensive benefits, and the opportunity to advance your career in a supportive and growth-oriented environment. The position is based at our client's location in Grand Rapids, Michigan, US , with a hybrid work arrangement.
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3
Senior Technical Support Engineer
49503 Grand Rapids, Michigan
$95000 Annually
WhatJobs
Posted 9 days ago
Job Viewed
Job Description
Our client, a rapidly growing software solutions provider, is seeking an exceptional Senior Technical Support Engineer to join our dedicated customer success team. This role is fully remote, allowing you to contribute from anywhere in the US. You will be the primary point of contact for our enterprise clients, providing advanced technical assistance and troubleshooting for our suite of complex software products. This position demands a deep understanding of our technology stack, including cloud infrastructure, database management, and application functionality. Responsibilities include diagnosing and resolving intricate software issues, escalating problems to engineering teams when necessary, and meticulously documenting solutions. You will develop and maintain comprehensive knowledge base articles, tutorials, and best practice guides to empower our users and internal support staff. Proactive engagement with clients to identify potential issues, provide training, and ensure optimal product utilization is a key aspect of this role. The Senior Technical Support Engineer will also contribute to product feedback by relaying client needs and pain points to the development and product management teams. This involves analyzing support trends to identify recurring problems and proposing system-wide solutions. You will be involved in onboarding new clients, guiding them through initial setup and configuration, and ensuring a smooth transition. Exceptional communication and interpersonal skills are vital, as you will be interacting with a wide range of technical and non-technical stakeholders, from IT professionals to C-level executives. This is a remote-first position, requiring strong self-motivation, excellent time management, and the ability to work effectively independently while collaborating seamlessly with a distributed team. We are looking for an individual who is passionate about customer satisfaction, possesses strong analytical and problem-solving abilities, and thrives in a fast-paced, dynamic environment. Join us and play a crucial role in ensuring our clients achieve maximum value from our innovative solutions.
Qualifications: Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field. Minimum of 5 years of experience in technical support, IT helpdesk, or a similar client-facing technical role. Proven expertise in troubleshooting complex software applications and cloud environments (AWS, Azure, GCP). Strong understanding of networking protocols, databases (SQL, NoSQL), and operating systems (Windows, Linux). Excellent written and verbal communication skills, with the ability to explain technical concepts clearly. Experience with ticketing systems (e.g., Zendesk, Jira Service Desk) and remote support tools. Ability to manage multiple priorities and work independently in a remote setting.
Qualifications: Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field. Minimum of 5 years of experience in technical support, IT helpdesk, or a similar client-facing technical role. Proven expertise in troubleshooting complex software applications and cloud environments (AWS, Azure, GCP). Strong understanding of networking protocols, databases (SQL, NoSQL), and operating systems (Windows, Linux). Excellent written and verbal communication skills, with the ability to explain technical concepts clearly. Experience with ticketing systems (e.g., Zendesk, Jira Service Desk) and remote support tools. Ability to manage multiple priorities and work independently in a remote setting.
Apply Now
4
Lead Technical Support Engineer
49503 Grand Rapids, Michigan
$90000 Annually
WhatJobs
Posted 10 days ago
Job Viewed
Job Description
Our client is seeking a highly experienced and dedicated Lead Technical Support Engineer to join their growing team in Grand Rapids, Michigan, US . This role is pivotal in providing advanced technical assistance to customers, resolving complex issues, and mentoring a team of support specialists. The ideal candidate will possess a deep understanding of software and hardware troubleshooting, excellent problem-solving skills, and a passion for customer satisfaction. You will be responsible for handling escalated support tickets, developing knowledge base articles, and contributing to the improvement of support processes and tools. Collaboration with engineering and product management teams will be crucial for identifying and resolving recurring issues.
Key Responsibilities:
Qualifications:
This is an excellent opportunity to advance your career in technical support and make a significant impact on customer success. Join our client's dynamic team in Grand Rapids and contribute to their commitment to providing outstanding support.
Key Responsibilities:
- Provide advanced technical support and troubleshooting for complex customer issues via phone, email, and chat.
- Lead and mentor a team of technical support engineers, providing guidance and training.
- Escalate unresolved issues to appropriate internal teams (e.g., Engineering, Product Management) and follow through to resolution.
- Develop and maintain comprehensive technical documentation, including FAQs, knowledge base articles, and troubleshooting guides.
- Analyze support trends and identify recurring issues, recommending product enhancements or process improvements.
- Contribute to the development and implementation of support strategies and best practices.
- Participate in product testing and provide feedback from a customer support perspective.
- Manage customer relationships, ensuring high levels of satisfaction and retention.
- Assist in the onboarding and training of new technical support team members.
- Monitor support queues and ensure timely response and resolution of customer inquiries.
- Act as a subject matter expert for company products and services.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent work experience.
- 5+ years of experience in technical support, customer service, or a related IT role, with at least 2 years in a lead or senior capacity.
- Strong knowledge of operating systems (Windows, macOS, Linux), networking concepts, and common software applications.
- Proven ability to troubleshoot complex hardware and software issues.
- Excellent analytical, problem-solving, and critical thinking skills.
- Exceptional communication, interpersonal, and customer service skills.
- Experience with ticketing systems (e.g., Zendesk, ServiceNow) and CRM software.
- Ability to manage multiple priorities and work effectively in a fast-paced environment.
- Experience developing technical documentation and knowledge base content.
- Familiarity with cloud technologies and SaaS products is a plus.
This is an excellent opportunity to advance your career in technical support and make a significant impact on customer success. Join our client's dynamic team in Grand Rapids and contribute to their commitment to providing outstanding support.
Apply Now
5
Senior Technical Support Specialist
49501 Grand Rapids, Michigan
$65000 Annually
WhatJobs
Posted 11 days ago
Job Viewed
Job Description
Our client, a leading provider of innovative software solutions, is seeking a highly proficient Senior Technical Support Specialist to join their dedicated team in Grand Rapids, Michigan, US . This critical role involves providing advanced technical assistance and troubleshooting for our suite of products, ensuring our clients receive timely and effective solutions to their issues. The ideal candidate possesses a deep understanding of software applications, operating systems, and network configurations, coupled with exceptional problem-solving and customer service skills.
Key responsibilities include diagnosing complex technical problems, guiding users through step-by-step solutions, and escalating issues to appropriate internal teams when necessary. You will be responsible for documenting support interactions, contributing to our knowledge base, and identifying recurring issues to provide feedback for product improvement. This position requires excellent communication skills, the ability to explain technical concepts clearly to non-technical users, and a patient and empathetic approach. You will work closely with engineering and product teams to resolve bugs and enhance user experience. This is an on-site role requiring your presence in our Grand Rapids office. We are looking for a proactive individual who can manage their workload efficiently, prioritize tasks effectively, and maintain high levels of customer satisfaction. A commitment to continuous learning and staying updated with product enhancements is essential. Your expertise will be crucial in maintaining strong client relationships and ensuring the seamless operation of our software solutions.
Qualifications:
Key responsibilities include diagnosing complex technical problems, guiding users through step-by-step solutions, and escalating issues to appropriate internal teams when necessary. You will be responsible for documenting support interactions, contributing to our knowledge base, and identifying recurring issues to provide feedback for product improvement. This position requires excellent communication skills, the ability to explain technical concepts clearly to non-technical users, and a patient and empathetic approach. You will work closely with engineering and product teams to resolve bugs and enhance user experience. This is an on-site role requiring your presence in our Grand Rapids office. We are looking for a proactive individual who can manage their workload efficiently, prioritize tasks effectively, and maintain high levels of customer satisfaction. A commitment to continuous learning and staying updated with product enhancements is essential. Your expertise will be crucial in maintaining strong client relationships and ensuring the seamless operation of our software solutions.
Qualifications:
- Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
- Minimum of 5 years of experience in technical support, helpdesk, or a similar IT support role.
- Proven experience troubleshooting software applications, operating systems (Windows, macOS, Linux), and basic network issues.
- Strong knowledge of CRM systems and ticketing platforms (e.g., Zendesk, ServiceNow).
- Excellent analytical and problem-solving skills with a methodical approach to diagnostics.
- Exceptional customer service and interpersonal skills, with the ability to remain calm and professional under pressure.
- Strong written and verbal communication skills.
- Ability to work independently and as part of a collaborative team.
- Experience creating and maintaining technical documentation and knowledge base articles.
- Familiarity with scripting or basic programming languages is a plus.
- Must be legally authorized to work in the US.
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6
Senior Technical Support Specialist
49501 Grand Rapids, Michigan
$70000 Annually
WhatJobs
Posted 11 days ago
Job Viewed
Job Description
Our client is seeking a highly skilled and customer-focused Senior Technical Support Specialist to join our team in Grand Rapids, Michigan, US . This role is crucial for providing advanced technical assistance and exceptional support to our diverse clientele. You will be a primary point of escalation for complex technical issues, working to diagnose, troubleshoot, and resolve problems across our suite of software and hardware products. This is a hybrid position, requiring a balance of on-site collaboration and remote flexibility. The ideal candidate will possess in-depth knowledge of IT systems, network infrastructure, and common software applications, coupled with outstanding communication and problem-solving skills. You will also contribute to knowledge base development, create troubleshooting guides, and mentor junior support staff. Your ability to empathize with customers, clearly explain technical solutions, and maintain a calm demeanor under pressure is paramount. Join our dedicated support team and play a vital role in ensuring customer satisfaction and operational excellence.
Responsibilities:
Responsibilities:
- Provide expert-level technical support for software, hardware, and network-related issues.
- Diagnose and troubleshoot complex technical problems, identifying root causes and implementing effective solutions.
- Serve as an escalation point for lower-tier support requests, resolving issues that require advanced technical expertise.
- Document all support interactions, troubleshooting steps, and resolutions in the ticketing system.
- Develop and maintain comprehensive knowledge base articles, FAQs, and user guides.
- Collaborate with engineering and development teams to report bugs, suggest product improvements, and provide user feedback.
- Assist in the onboarding and training of new technical support staff.
- Monitor system performance and proactively identify potential issues.
- Manage user accounts, permissions, and access rights.
- Ensure adherence to service level agreements (SLAs) and maintain high customer satisfaction ratings.
- Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
- 5+ years of experience in technical support or helpdesk roles, with at least 2 years in a senior capacity.
- Proficiency in diagnosing and troubleshooting operating systems (Windows, macOS, Linux), networking protocols (TCP/IP, DNS, DHCP), and common business applications.
- Experience with remote support tools and ticketing systems (e.g., Zendesk, ServiceNow).
- Strong understanding of IT security best practices.
- Excellent problem-solving, analytical, and critical thinking skills.
- Exceptional customer service and communication skills, both written and verbal.
- Ability to multitask and manage time effectively in a fast-paced environment.
- Certifications such as CompTIA A+, Network+, Security+, or Microsoft Certified: Modern Desktop Administrator Associate are a plus.
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7
Senior Technical Support Engineer
49503 Grand Rapids, Michigan
$70000 Annually
WhatJobs
Posted 14 days ago
Job Viewed
Job Description
Our client is seeking a highly skilled and customer-focused Senior Technical Support Engineer to provide advanced technical assistance and resolution for complex product issues. This role is crucial for ensuring customer satisfaction and maintaining the reputation of our client's cutting-edge solutions. You will be the primary point of contact for escalated technical challenges, working diligently to diagnose, troubleshoot, and resolve intricate software and hardware problems. This requires a deep understanding of our client's product suite, along with exceptional problem-solving skills and a methodical approach to issue resolution. You will be responsible for documenting technical solutions, contributing to the knowledge base, and providing feedback to product development teams to drive product improvements. The ability to communicate technical information clearly and effectively to both technical and non-technical users is paramount. You will also play a role in mentoring junior support staff and contributing to the overall efficiency and effectiveness of the customer support department.
Key responsibilities include:
The ideal candidate will possess an Associate's or Bachelor's degree in Computer Science, Information Technology, or a related technical field. Significant relevant work experience can substitute for a degree. You should have a minimum of 5-7 years of experience in a technical support or helpdesk role, with a strong emphasis on resolving complex issues. Proven expertise in troubleshooting operating systems (Windows, macOS, Linux), networking protocols, and common business applications is required. Experience with (Specific Software/Product Type relevant to company) is a strong advantage. Excellent analytical, diagnostic, and problem-solving skills are essential. Outstanding verbal and written communication skills, with the ability to explain technical concepts clearly and concisely, are paramount. This position is located in Grand Rapids, Michigan, US , and offers a hybrid work arrangement, requiring a balance of remote work and in-office presence for team collaboration and complex issue resolution. Experience with CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud) is a must. A strong commitment to customer satisfaction and a proactive approach to issue resolution are highly valued.
Key responsibilities include:
- Provide expert-level technical support and troubleshooting for complex customer issues via phone, email, and remote access tools.
- Diagnose, analyze, and resolve software, hardware, and network-related problems.
- Document all support interactions, resolutions, and customer feedback meticulously in the ticketing system.
- Develop and maintain comprehensive technical documentation, including FAQs, troubleshooting guides, and knowledge base articles.
- Collaborate with engineering and product teams to identify product bugs and feature enhancement opportunities.
- Reproduce and test reported issues to confirm defects and ensure effective resolutions.
- Mentor and train junior technical support staff, sharing knowledge and best practices.
- Manage and prioritize support queues, ensuring timely resolution of escalated issues.
- Identify trends in support requests and proactively suggest improvements to products or processes.
- Participate in on-call rotation for after-hours support as needed.
- Contribute to the continuous improvement of support processes and tools.
- Provide feedback on product usability and identify areas for improvement based on customer interactions.
The ideal candidate will possess an Associate's or Bachelor's degree in Computer Science, Information Technology, or a related technical field. Significant relevant work experience can substitute for a degree. You should have a minimum of 5-7 years of experience in a technical support or helpdesk role, with a strong emphasis on resolving complex issues. Proven expertise in troubleshooting operating systems (Windows, macOS, Linux), networking protocols, and common business applications is required. Experience with (Specific Software/Product Type relevant to company) is a strong advantage. Excellent analytical, diagnostic, and problem-solving skills are essential. Outstanding verbal and written communication skills, with the ability to explain technical concepts clearly and concisely, are paramount. This position is located in Grand Rapids, Michigan, US , and offers a hybrid work arrangement, requiring a balance of remote work and in-office presence for team collaboration and complex issue resolution. Experience with CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud) is a must. A strong commitment to customer satisfaction and a proactive approach to issue resolution are highly valued.
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8
Lead Technical Support Specialist
49503 Grand Rapids, Michigan
$70000 Annually
WhatJobs
Posted 15 days ago
Job Viewed
Job Description
Our client is looking for a Lead Technical Support Specialist to enhance their customer service operations in Grand Rapids, Michigan, US . This pivotal role involves leading a team of support professionals, managing escalated technical issues, and ensuring the highest levels of customer satisfaction. The ideal candidate will have a deep understanding of IT infrastructure, troubleshooting methodologies, and excellent interpersonal skills. You will be responsible for developing and implementing support strategies, training new team members, and creating knowledge base articles to improve self-service options for clients. This hybrid position requires a combination of on-site collaboration and remote flexibility, allowing for both team synergy and individual focus. You will act as a point of escalation for complex technical problems, working closely with the IT department to resolve system-wide issues. Key duties include monitoring support queues, analyzing support metrics to identify trends and areas for improvement, and contributing to the continuous enhancement of support processes. A strong commitment to problem-solving and a proactive approach to customer care are essential. Qualifications include 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. Certifications such as CompTIA A+, Network+, or ITIL are highly desirable. Proficiency in ticketing systems (e.g., Zendesk, ServiceNow) and remote desktop tools is a must. The ability to clearly communicate technical information to non-technical users and effectively manage team performance will be critical to success in this role. If you are a motivated and experienced technical leader ready to make a significant impact, we encourage you to apply.
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