205 IT Support Specialists jobs in Richmond
Technical Support Technician
23274 Richmond, Virginia
UKG
Posted 5 days ago
Job Viewed
Job Description
**Why UKG:**
At UKG, the work you do matters. The code you ship, the decisions you make, and the care you show a customer all add up to real impact. Today, tens of millions of workers start and end their days with our workforce operating platform. Helping people get paid, grow in their careers, and shape the future of their industries. That's what we do.
We never stop learning. We never stop challenging the norm. We push for better, and we celebrate the wins along the way. Here, you'll get flexibility that's real, benefits you can count on, and a team that succeeds together. Because at UKG, your work matters-and so do you.
**About the Team:**
We are looking for the next member of our outstanding customer support team! Technical Support Technicians are responsible for supporting our customers at the highest level. You will build long-term relationships with our customers by acting as an advocate for them. The Technical Support Technician will not only respond to incoming inquiries but will also communicate tailored responses based on the customer's specific setups and needs. You will ensure our customers' success on our platform.
**About the Role:**
You will form relationships and build trust with customers. When working with a customer, you can gather the right information from them to provide complete solutions for their needs. You relay issues and requests to the development team when necessary. This role requires you to be technically minded, organized, naturally curious, and efficient in how you approach your daily workload. You'll understand that SaaS businesses sell a service, not just a product and look for every opportunity to delight customers and users.
**Responsibilities:**
+ Demonstrate the value of UKG to our customers every day by providing amazing customer support
+ Build & strengthen customer relationships, including identifying upsell opportunities
+ Address, resolve, and record any customer issues that arise pertaining to business growth, billing, and general account satisfaction
+ Manage incoming calls and emails and handle all necessary follow-up
+ Respond to a variety of technical and non-technical inquiries with a sense of urgency
+ Enable features for clients on request and periodically assist with data management tasks and data uploads on behalf of customers
+ Identify, prioritize, and resolve client issues/concerns; coordinate with appropriate internal departments to provide responses and/or solutions
+ Create and maintain articles or videos for common issues
+ Monitor user behaviors to identify and address potential concerns before they escalate
+ Act as a bridge between customers and product teams to advocate for user needs and drive product enhancements
+ Develop and maintain strong relationships with colleagues and customers to ensure maximum satisfaction and retention levels
+ Participate in customer support standby rotations outside of regular business hours
+ Become an expert in the features and benefits of the platform
+ Provide detailed training to our customers on how to perform various functions on both platforms both verbally and in writing
**Basic Qualifications:**
+ 3+ years of software technical support experience in a customer support role
+ Experience with tools like Salesforce, or similar ticketing systems
**Preferred Qualifications::**
+ Excellent verbal and written communication skills
+ Must be personable and enjoy working with people in an entirely customer-facing role
+ Organized, detail-oriented, and able to support many clients at once. Ability to deal with ambiguity and structure the unstructured
+ Demonstrated ability to work both collaboratively as part of a team and independently with minimal supervision
+ Strong problem-resolution skills and proven ability to engage and interact with internal teams to resolve client issues
+ Work logically to diagnose and resolve basic to intermediate issues and recognize circumstances that require escalation
+ Tech-savvy with a strong ability to quickly learn software
+ Ability to review customer data to identify trends and recommend improvements
+ Experience with MS Office and multiple internet browsers
+ Comfortable working in a remote environment with video-conferencing tools
+ Experience in the Workforce Management domain preferred
+ Familiarity with the SDLC, Java and/or SQL preferred
**Company Overview:**
UKG is the Workforce Operating Platform that puts workforce understanding to work. With the world's largest collection of workforce insights, and people-first AI, our ability to reveal unseen ways to build trust, amplify productivity, and empower talent, is unmatched. It's this expertise that equips our customers with the intelligence to solve any challenge in any industry - because great organizations know their workforce is their competitive edge. Learn more at ukg.com.
Equal Opportunity Employer
UKG is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, disability, religion, sex, age, national origin, veteran status, genetic information, and other legally protected categories.
View The EEO Know Your Rights poster ( participates in E-Verify. View the E-Verify posters here ( .
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Disability Accommodation in the Application and Interview Process
For individuals with disabilities that need additional assistance at any point in the application and interview process, please email .
The pay range for this position is $51,600 to $0,000 ( 24.80 per hour to 33.65 per hour), however, base pay offered may vary depending on skills, experience, job-related knowledge and location. This position is also eligible for a short-term incentive and a long-term incentive as part of total compensation. Information about UKG's comprehensive benefits can be reviewed on our careers site at is the policy of Ultimate Software to promote and assure equal employment opportunity for all current and prospective Peeps without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status entitled to protection under federal, state, or local anti-discrimination laws. This policy governs all matters related to recruitment, advertising, and initial selection of employment. It shall also apply to all other aspects of employment, including, but not limited to, compensation, promotion, demotion, transfer, lay-offs, terminations, leave of absence, and training opportunities.
At UKG, the work you do matters. The code you ship, the decisions you make, and the care you show a customer all add up to real impact. Today, tens of millions of workers start and end their days with our workforce operating platform. Helping people get paid, grow in their careers, and shape the future of their industries. That's what we do.
We never stop learning. We never stop challenging the norm. We push for better, and we celebrate the wins along the way. Here, you'll get flexibility that's real, benefits you can count on, and a team that succeeds together. Because at UKG, your work matters-and so do you.
**About the Team:**
We are looking for the next member of our outstanding customer support team! Technical Support Technicians are responsible for supporting our customers at the highest level. You will build long-term relationships with our customers by acting as an advocate for them. The Technical Support Technician will not only respond to incoming inquiries but will also communicate tailored responses based on the customer's specific setups and needs. You will ensure our customers' success on our platform.
**About the Role:**
You will form relationships and build trust with customers. When working with a customer, you can gather the right information from them to provide complete solutions for their needs. You relay issues and requests to the development team when necessary. This role requires you to be technically minded, organized, naturally curious, and efficient in how you approach your daily workload. You'll understand that SaaS businesses sell a service, not just a product and look for every opportunity to delight customers and users.
**Responsibilities:**
+ Demonstrate the value of UKG to our customers every day by providing amazing customer support
+ Build & strengthen customer relationships, including identifying upsell opportunities
+ Address, resolve, and record any customer issues that arise pertaining to business growth, billing, and general account satisfaction
+ Manage incoming calls and emails and handle all necessary follow-up
+ Respond to a variety of technical and non-technical inquiries with a sense of urgency
+ Enable features for clients on request and periodically assist with data management tasks and data uploads on behalf of customers
+ Identify, prioritize, and resolve client issues/concerns; coordinate with appropriate internal departments to provide responses and/or solutions
+ Create and maintain articles or videos for common issues
+ Monitor user behaviors to identify and address potential concerns before they escalate
+ Act as a bridge between customers and product teams to advocate for user needs and drive product enhancements
+ Develop and maintain strong relationships with colleagues and customers to ensure maximum satisfaction and retention levels
+ Participate in customer support standby rotations outside of regular business hours
+ Become an expert in the features and benefits of the platform
+ Provide detailed training to our customers on how to perform various functions on both platforms both verbally and in writing
**Basic Qualifications:**
+ 3+ years of software technical support experience in a customer support role
+ Experience with tools like Salesforce, or similar ticketing systems
**Preferred Qualifications::**
+ Excellent verbal and written communication skills
+ Must be personable and enjoy working with people in an entirely customer-facing role
+ Organized, detail-oriented, and able to support many clients at once. Ability to deal with ambiguity and structure the unstructured
+ Demonstrated ability to work both collaboratively as part of a team and independently with minimal supervision
+ Strong problem-resolution skills and proven ability to engage and interact with internal teams to resolve client issues
+ Work logically to diagnose and resolve basic to intermediate issues and recognize circumstances that require escalation
+ Tech-savvy with a strong ability to quickly learn software
+ Ability to review customer data to identify trends and recommend improvements
+ Experience with MS Office and multiple internet browsers
+ Comfortable working in a remote environment with video-conferencing tools
+ Experience in the Workforce Management domain preferred
+ Familiarity with the SDLC, Java and/or SQL preferred
**Company Overview:**
UKG is the Workforce Operating Platform that puts workforce understanding to work. With the world's largest collection of workforce insights, and people-first AI, our ability to reveal unseen ways to build trust, amplify productivity, and empower talent, is unmatched. It's this expertise that equips our customers with the intelligence to solve any challenge in any industry - because great organizations know their workforce is their competitive edge. Learn more at ukg.com.
Equal Opportunity Employer
UKG is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, disability, religion, sex, age, national origin, veteran status, genetic information, and other legally protected categories.
View The EEO Know Your Rights poster ( participates in E-Verify. View the E-Verify posters here ( .
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Disability Accommodation in the Application and Interview Process
For individuals with disabilities that need additional assistance at any point in the application and interview process, please email .
The pay range for this position is $51,600 to $0,000 ( 24.80 per hour to 33.65 per hour), however, base pay offered may vary depending on skills, experience, job-related knowledge and location. This position is also eligible for a short-term incentive and a long-term incentive as part of total compensation. Information about UKG's comprehensive benefits can be reviewed on our careers site at is the policy of Ultimate Software to promote and assure equal employment opportunity for all current and prospective Peeps without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status entitled to protection under federal, state, or local anti-discrimination laws. This policy governs all matters related to recruitment, advertising, and initial selection of employment. It shall also apply to all other aspects of employment, including, but not limited to, compensation, promotion, demotion, transfer, lay-offs, terminations, leave of absence, and training opportunities.
View Now
0
Technical Support Specialist
23173 Richmond, Virginia
$29 hour
SARACH TECHNOLOGIES, LLC dba COATS
Posted 11 days ago
Job Viewed
Job Description
COATS is looking for a Technical Support Specialist to join our innovative Support Team!
We are looking for someone passionate about providing exceptional customer service and software support. If you're excited about solving real-world problems and being part of a collaborative team — we would love to hear from you!
What your impact will be:
- Troubleshoot and resolve software issues reported by clients. Escalate tickets to higher level of support, as needed.
- Log and document all support requests in ConnectWise.
- Learn, understand, implement, and train on a variety of software applications. Learn new technologies and tools to enhance your skills and contribute to the team's success.
- Assist in technical writing and proof reading of COATS’ documentation.
- Promptly report system errors or bugs
- Participate in testing new releases of the COATS’ system and aid in the development and improvement process.
- Your ability to remain calm, attentive, and solution-focused is key to ensuring a smooth customer experience.
- Additional duties as deemed required. Including supporting other departments (R&D, sales, professional services) as it relates to customer questions and training.
What we’re looking for:
- Solid understanding of payroll, accounts receivable, accounts payable, and general ledger
- 2+ years customer service experience in a technical environment desired
- Demonstrated track record of working effectively within a collaborative and cohesive, team-based environment
- Excellent verbal and written communication skills
- Outstanding customer service and organizational skills
- Exceptional analytical, troubleshooting and problem-solving skills
- Positive, results oriented mindset
- Working knowledge and experience with MS Teams
- Working knowledge and experience with MS Office Suite
- A passion for learning and growing
What would make you stand out:
- Being versatile
- Passion for AI
- Familiarity with ticketing system
- Certifications in relevant technical areas.
What we offer:
- Comprehensive medical, dental, and vision coverage
- A competitive compensation package
- Tons of opportunities for career growth
- Generous vacation (we want you to use it!)
- A culture that values community involvement and giving back
- This remote role welcomes candidates located in Canada and the US.
About Us:
COATS is a resource and partner for staffing firms. We provide staffing and recruitment software for industrial, clerical, technical, professional, medical, financial, legal, hospitality and other industry specialties since 1995. COATS works seamlessly with other software programs, including MS Outlook, Word, Excel, and Crystal Reports. We provides a wide range of additional services to our clients, including installation, training, upgrades and advanced tech support, all designed to make COATS an even more user-friendly and client-centered staffing software solution.
Our list of happy staffing customers continues to grow with 3,500+ Software Installations to date!
Follow us on social media to learn more about our company!
- Instagram: @coatsstaffingsoftware
- LinkedIn: OATS Staffing Software
- Website:
About Harris Computer:
Harris provides mission critical software solutions for the Public Sector, Healthcare, Utilities and Private Sector verticals throughout North America, Europe, Asia and Australia.
Working for Harris is the perfect opportunity to fulfill your professional goals as well as achieve your personal dreams!
Our employees enjoy a casual work environment that offers comfort while providing superior service to our customers. We offer a comprehensive benefit package as well as other additional “Perks”!
- We empower our employees to make a difference
- We have an award-winning culture
- We offer opportunity to learn
- We are financially strong and we are owned by the largest software company in Canada (CSI)
- We have fun!
Follow us on social media to learn more about our company values, culture and initiatives!
- Instagram: @we harris
- LinkedIn: rris Computer
Apply Now
1
Linux Technical Support Analyst
23274 Richmond, Virginia
CAI
Posted 2 days ago
Job Viewed
Job Description
Linux Technical Support Analyst
**Req number:**
R6488
**Employment type:**
Full time
**Worksite flexibility:**
Remote
**Who we are**
CAI is a global technology services firm with over 8,500 associates worldwide and a yearly revenue of $1 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right-whatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise.
**Job Summary**
As the Linux Technical Support Analyst, you will be responsible for resolving technical issues within Linux servers and mission-critical systems, ensuring smooth operation and minimizing downtime.
**Job Description**
We are looking for a **Linux Technical Support Analyst** to provide technical expertise and support for Linux-based systems and applications. **This position will be full-time, long-term contract, and remote.**
**The schedule for this position will be either 8 AM to 4:30 PM EST Thursday through Monday or 12 AM to 8:30 AM EST Sunday through Thursday.**
**_Only work authorizations that will not require sponsorship now or in the future will be considered._**
**What You'll Do**
+ Resolve process, application, and software issues within Linux servers, databases, and other mission-critical systems
+ Communicate/escalate application-related problems and issues to key stakeholders including management, development teams, end users, and unit leaders
+ Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved
+ Write technical procedures and documentation for the applications including operations and user guides
+ Perform routine maintenance and updates on applications and servers
+ Use knowledge and judgment to diagnose issues and problems as they are reported into L3 and resolve these issues as quickly and efficiently as possible
+ Ensure that the L3 mailbox is routinely monitored and that all inquiries and requests are resolved
+ Isolate problem trends and ensure that troubleshooting efforts are completed for recurring problems
**What You'll Need**
Required:
+ Bachelor's or Associate's Degree in Information Technology or equivalent combination of education and experience
+ Unix and Linux Command Line experience/knowledge - must be comfortable running basic commands
+ Knowledge of databases (SQL Server)
Preferred:
+ Exposure to C/C++ Scripting and automation
+ Ability to prioritize work
+ Excellent analytical and problem-solving skills
+ Exhibit punctuality and communicate effectively
**Physical Demands**
+ Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state, and local standards
+ Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings
+ Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor
**Reasonable accommodation statement**
If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to or (888) 824 - 8111.
$2 - 25 per hour
The pay range for this position is listed above. Exact compensation may vary based on several factors, including location, experience, and education. Benefit packages include medical, dental, and vision insurance, as well as 401k retirement account access. Employees in this role may also be entitled to paid sick leave and/or other paid time off as provided by applicable law.
**Req number:**
R6488
**Employment type:**
Full time
**Worksite flexibility:**
Remote
**Who we are**
CAI is a global technology services firm with over 8,500 associates worldwide and a yearly revenue of $1 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right-whatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise.
**Job Summary**
As the Linux Technical Support Analyst, you will be responsible for resolving technical issues within Linux servers and mission-critical systems, ensuring smooth operation and minimizing downtime.
**Job Description**
We are looking for a **Linux Technical Support Analyst** to provide technical expertise and support for Linux-based systems and applications. **This position will be full-time, long-term contract, and remote.**
**The schedule for this position will be either 8 AM to 4:30 PM EST Thursday through Monday or 12 AM to 8:30 AM EST Sunday through Thursday.**
**_Only work authorizations that will not require sponsorship now or in the future will be considered._**
**What You'll Do**
+ Resolve process, application, and software issues within Linux servers, databases, and other mission-critical systems
+ Communicate/escalate application-related problems and issues to key stakeholders including management, development teams, end users, and unit leaders
+ Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved
+ Write technical procedures and documentation for the applications including operations and user guides
+ Perform routine maintenance and updates on applications and servers
+ Use knowledge and judgment to diagnose issues and problems as they are reported into L3 and resolve these issues as quickly and efficiently as possible
+ Ensure that the L3 mailbox is routinely monitored and that all inquiries and requests are resolved
+ Isolate problem trends and ensure that troubleshooting efforts are completed for recurring problems
**What You'll Need**
Required:
+ Bachelor's or Associate's Degree in Information Technology or equivalent combination of education and experience
+ Unix and Linux Command Line experience/knowledge - must be comfortable running basic commands
+ Knowledge of databases (SQL Server)
Preferred:
+ Exposure to C/C++ Scripting and automation
+ Ability to prioritize work
+ Excellent analytical and problem-solving skills
+ Exhibit punctuality and communicate effectively
**Physical Demands**
+ Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state, and local standards
+ Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings
+ Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor
**Reasonable accommodation statement**
If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to or (888) 824 - 8111.
$2 - 25 per hour
The pay range for this position is listed above. Exact compensation may vary based on several factors, including location, experience, and education. Benefit packages include medical, dental, and vision insurance, as well as 401k retirement account access. Employees in this role may also be entitled to paid sick leave and/or other paid time off as provided by applicable law.
View Now
2
Senior Technical Support Engineer
23218 Richmond, Virginia
$85000 Annually
WhatJobs
Posted 8 days ago
Job Viewed
Job Description
Our client is seeking a dedicated and knowledgeable Senior Technical Support Engineer to join their fully remote support team. This role is crucial in providing high-level technical assistance and problem resolution to their diverse customer base. You will be the primary point of contact for complex technical inquiries, diagnosing and resolving issues related to their software products. This remote-first position demands excellent troubleshooting skills, a deep understanding of the product suite, and exceptional customer service abilities. You will collaborate with engineering and product teams to escalate and track bug fixes, contribute to knowledge base articles, and identify trends in customer issues. Your expertise will be vital in ensuring customer satisfaction and retention. Key responsibilities include:
The ideal candidate will possess a Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience. A minimum of 5 years of experience in technical support, helpdesk, or a similar customer-facing technical role is required. Strong proficiency in troubleshooting operating systems (Windows, macOS, Linux), network protocols, and common software applications. Experience with enterprise-level software products and SaaS solutions is highly preferred. Excellent analytical and problem-solving skills with a systematic approach to issue resolution. Outstanding communication and interpersonal skills, with the ability to explain technical concepts clearly to both technical and non-technical users. Proven ability to manage multiple priorities and work effectively in a fast-paced, remote environment. Experience with ticketing systems (e.g., Zendesk, Jira Service Management) and remote support tools is essential. Certifications such as CompTIA A+, Network+, or Microsoft Certified Professional are a plus. Must be adaptable and thrive in a fully remote work setting.
- Providing advanced technical support to customers via phone, email, and chat.
- Diagnosing, troubleshooting, and resolving complex software and hardware issues.
- Escalating critical issues to engineering and development teams with detailed documentation and reproduction steps.
- Creating and maintaining technical documentation, FAQs, and knowledge base articles.
- Analyzing customer feedback and identifying recurring issues to drive product improvements.
- Training and mentoring junior support engineers.
- Contributing to the continuous improvement of support processes and tools.
- Managing customer expectations and ensuring timely resolution of support tickets.
- Identifying opportunities for customer education and proactive problem prevention.
- Collaborating with customer success managers to ensure a seamless customer experience.
The ideal candidate will possess a Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience. A minimum of 5 years of experience in technical support, helpdesk, or a similar customer-facing technical role is required. Strong proficiency in troubleshooting operating systems (Windows, macOS, Linux), network protocols, and common software applications. Experience with enterprise-level software products and SaaS solutions is highly preferred. Excellent analytical and problem-solving skills with a systematic approach to issue resolution. Outstanding communication and interpersonal skills, with the ability to explain technical concepts clearly to both technical and non-technical users. Proven ability to manage multiple priorities and work effectively in a fast-paced, remote environment. Experience with ticketing systems (e.g., Zendesk, Jira Service Management) and remote support tools is essential. Certifications such as CompTIA A+, Network+, or Microsoft Certified Professional are a plus. Must be adaptable and thrive in a fully remote work setting.
Apply Now
3
Technical Support Engineer II
23218 Richmond, Virginia
$65000 Annually
WhatJobs
Posted 8 days ago
Job Viewed
Job Description
Our client is seeking a dedicated and knowledgeable Technical Support Engineer II to join their customer service team in Richmond, Virginia . This role is integral to providing high-level technical assistance and troubleshooting to customers experiencing issues with our client's software products. You will be responsible for diagnosing complex technical problems, developing effective solutions, and communicating resolutions clearly and concisely to users of varying technical expertise. This position demands a strong analytical mindset, excellent problem-solving skills, and a commitment to delivering outstanding customer satisfaction. You will work closely with engineering and product teams to identify and report product bugs, suggest improvements, and contribute to knowledge base articles.
Key Responsibilities:
Key Responsibilities:
- Provide advanced technical support to customers via phone, email, and chat, resolving complex hardware and software issues.
- Diagnose, troubleshoot, and identify root causes of technical problems reported by customers.
- Document all support interactions, troubleshooting steps, and resolutions in the CRM system.
- Escalate unresolved issues to appropriate engineering or development teams with detailed diagnostic information.
- Develop and maintain technical documentation, including FAQs, troubleshooting guides, and knowledge base articles.
- Train junior support staff on technical issues and support procedures.
- Collaborate with product management and engineering teams to relay customer feedback and suggest product enhancements.
- Ensure timely and satisfactory resolution of all customer issues, meeting or exceeding service level agreements (SLAs).
- Contribute to the continuous improvement of support processes and tools.
- Stay up-to-date with product updates, new features, and industry best practices.
- Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
- 3+ years of experience in a technical support or helpdesk role, preferably supporting software applications.
- Strong understanding of operating systems (Windows, macOS, Linux), networking concepts, and common software troubleshooting techniques.
- Proficiency with CRM software and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Excellent analytical, problem-solving, and diagnostic skills.
- Exceptional communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
- Ability to work effectively under pressure and manage multiple priorities.
- Customer-focused attitude with a passion for helping others.
- Experience with scripting languages (e.g., Python, Bash) is a plus.
Apply Now
4
Senior Technical Support Specialist
23219 Richmond, Virginia
$70000 Annually
WhatJobs
Posted 9 days ago
Job Viewed
Job Description
Our client is seeking a highly skilled Senior Technical Support Specialist to join our growing team in Richmond, Virginia, US . This role is pivotal in providing advanced technical assistance and resolving complex issues for our diverse customer base. You will be responsible for troubleshooting hardware, software, and network problems, guiding users through step-by-step solutions, and documenting technical procedures. The ideal candidate will possess exceptional analytical and problem-solving skills, a comprehensive understanding of various operating systems and applications, and outstanding customer service abilities. You will also play a key role in training junior support staff, contributing to the knowledge base, and identifying trends to improve overall support processes and product stability. Responsibilities include managing escalated support tickets, collaborating with engineering and development teams to resolve bugs, and providing feedback for product enhancements. Experience with ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools is essential. A minimum of 6 years of experience in technical support or a related IT role, with a proven ability to handle complex technical challenges, is required. Strong networking knowledge (TCP/IP, DNS, DHCP) and experience with cloud platforms (e.g., AWS, Azure) are highly desirable. An Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field is mandatory. Industry certifications such as CompTIA A+, Network+, or Microsoft Certified Professional are a significant plus. This is an excellent opportunity to advance your career in technical support and contribute to maintaining high levels of customer satisfaction.
Apply Now
5
Senior Technical Support Specialist
23218 Richmond, Virginia
$75000 Annually
WhatJobs
Posted 16 days ago
Job Viewed
Job Description
Our client is looking for an experienced Senior Technical Support Specialist to join their fully remote, dynamic customer service team. This role is crucial in providing high-level technical assistance and problem resolution to a diverse user base, ensuring exceptional customer satisfaction. You will act as a subject matter expert, handling escalated technical issues, diagnosing complex software and hardware problems, and guiding users through solutions. Responsibilities include managing support tickets, documenting solutions, contributing to the knowledge base, and identifying trends to proactively address recurring issues. You will also be involved in training junior support staff and providing feedback to product development teams on user pain points and feature requests. A deep understanding of IT infrastructure, operating systems (Windows, macOS, Linux), networking concepts, and common software applications is required. Experience with CRM systems and remote support tools is essential. The ideal candidate will have a Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience, coupled with at least 5 years of experience in technical support or a similar customer-facing IT role. Exceptional problem-solving abilities, patience, and strong communication skills (both written and verbal) are paramount. You must be adept at explaining technical concepts to non-technical users. This is a 100% remote position, demanding excellent time management, self-discipline, and the ability to thrive in an independent work environment. You will be part of a collaborative virtual team, engaging in regular online meetings and communication channels. Our client offers a competitive compensation package, benefits, and significant opportunities for career advancement within their rapidly growing organization. Be a vital part of delivering outstanding technical support and improving user experience for our clients worldwide, with a focus on supporting operations related to Richmond, Virginia, US .
Apply Now
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6
Technical Support Team Lead
23219 Richmond, Virginia
$60000 Annually
WhatJobs
Posted 22 days ago
Job Viewed
Job Description
Our client is seeking an experienced and motivated Technical Support Team Lead to spearhead their customer service operations in Richmond, Virginia, US . This role is crucial for providing exceptional technical assistance and leading a team of support specialists. The ideal candidate will have a strong background in IT support, excellent problem-solving skills, and proven leadership capabilities. You will be responsible for guiding your team, resolving complex technical issues, and implementing best practices to enhance customer satisfaction. This position offers a hybrid work environment, balancing remote work with essential in-office collaboration.
Responsibilities:
Responsibilities:
- Lead, train, and mentor a team of technical support specialists, fostering a high-performance culture.
- Manage daily operations of the technical support desk, ensuring efficient ticket resolution and service level adherence.
- Provide Tier 2 and Tier 3 technical support for hardware, software, and network issues.
- Develop and implement standard operating procedures for technical support processes.
- Monitor team performance, track key metrics, and generate reports on support activities and customer satisfaction.
- Identify recurring technical issues and collaborate with other departments to implement long-term solutions.
- Ensure the timely and effective resolution of customer inquiries and escalated issues.
- Maintain and update technical documentation, knowledge base articles, and support guides.
- Conduct regular team meetings to discuss performance, challenges, and upcoming initiatives.
- Manage hardware and software inventory for the support team.
- Stay current with technological advancements and recommend improvements to support infrastructure.
- Act as a point of escalation for complex customer issues.
- Contribute to the continuous improvement of customer support services.
- Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
- Minimum of 3-5 years of experience in technical support, with at least 1-2 years in a leadership or supervisory role.
- Strong understanding of operating systems (Windows, macOS), networking protocols, and common software applications.
- Proven experience with helpdesk ticketing systems (e.g., Zendesk, ServiceNow, Jira Service Management).
- Excellent troubleshooting and problem-solving skills.
- Strong leadership, coaching, and team management abilities.
- Exceptional customer service and communication skills, both written and verbal.
- Ability to prioritize and manage multiple tasks effectively.
- Experience in developing and documenting technical processes is highly desirable.
- Relevant certifications (e.g., CompTIA A+, Network+) are a plus.
Apply Now
7
Apprentice Technical Support Specialist
23220 Richmond, Virginia
$18 Hourly
WhatJobs
Posted 23 days ago
Job Viewed
Job Description
Our client is seeking a highly motivated and enthusiastic Apprentice Technical Support Specialist to join their dynamic IT team in Richmond, Virginia, US . This is an exceptional opportunity for individuals passionate about technology and eager to learn the intricacies of IT support within a structured apprenticeship program. You will work alongside experienced professionals, gaining hands-on experience in troubleshooting hardware, software, and network issues. Your responsibilities will include responding to user support requests, documenting technical issues and resolutions, installing and configuring computer systems, and performing basic network administration tasks. The ideal candidate will possess strong problem-solving skills, excellent communication abilities, and a foundational understanding of computer systems. This role offers comprehensive training and a clear path for career advancement within the technology sector. You will be exposed to various IT environments and learn best practices in user support and system maintenance. This apprenticeship is designed to equip you with the skills and knowledge necessary to excel in the IT industry. You will be encouraged to take initiative, ask questions, and actively participate in team projects. We are looking for individuals who are reliable, detail-oriented, and committed to delivering high-quality technical assistance. If you are ready to kickstart your career in IT and are looking for a supportive learning environment, this apprenticeship is the perfect fit for you. The program includes structured learning modules, mentorship from senior IT staff, and opportunities to work on real-world IT challenges. Your contribution will be valued, and your growth will be actively supported throughout the apprenticeship period. The goal is to develop a future IT leader from within our organization.
Responsibilities:
Responsibilities:
- Provide first-level technical support to end-users via phone, email, and in-person
- Diagnose and resolve hardware, software, and network issues
- Install, configure, and upgrade computer hardware and software
- Maintain IT inventory and asset management
- Assist with user account management and access control
- Document technical solutions and create knowledge base articles
- Escalate complex issues to senior IT personnel
- Participate in IT projects as assigned
- Learn and adhere to company IT policies and procedures
- High school diploma or equivalent
- Basic understanding of computer hardware, operating systems (Windows/macOS), and common software applications
- Excellent verbal and written communication skills
- Strong analytical and problem-solving abilities
- Customer-service oriented mindset
- Eagerness to learn and adapt to new technologies
- Ability to work independently and as part of a team
- Prior experience with IT support or related field is a plus, but not required.
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8
Senior Technical Support Engineer
23218 Richmond, Virginia
$90000 Annually
WhatJobs
Posted 25 days ago
Job Viewed
Job Description
Our client is seeking a highly skilled Senior Technical Support Engineer to join their growing team, offering a hybrid work arrangement in Richmond, Virginia, US . This role is pivotal in providing advanced technical assistance and troubleshooting for complex customer issues, ensuring rapid resolution and maintaining high levels of customer satisfaction. The ideal candidate will possess extensive experience in technical support, a deep understanding of our client's products and services, and exceptional problem-solving abilities. You will be responsible for handling escalated support tickets, diagnosing intricate technical problems, and providing clear, concise solutions to end-users and internal technical teams.
Key responsibilities include analyzing system logs, performing in-depth troubleshooting, and collaborating with engineering and product development teams to identify root causes and implement permanent fixes. You will develop and maintain comprehensive technical documentation, including knowledge base articles, FAQs, and troubleshooting guides, to empower both customers and support staff. Mentoring and training junior support engineers on advanced troubleshooting techniques and product knowledge will be an important aspect of this role. Participating in on-call rotations to provide 24/7 support coverage may be required. You will also contribute to product improvement by providing feedback from customer interactions to the development teams. Proactively identifying potential issues and implementing preventative measures is highly valued.
Qualifications include a Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience. A minimum of 5-7 years of experience in a technical support or helpdesk role, with a significant focus on complex problem resolution, is required. Strong knowledge of operating systems (Windows, macOS, Linux), networking protocols, and common software applications is essential. Experience with scripting languages (e.g., Python, Bash) for automation and troubleshooting is a significant advantage. Excellent communication, analytical, and interpersonal skills are a must, with the ability to explain technical concepts to non-technical users. Experience with CRM and ticketing systems (e.g., Salesforce, Zendesk) is expected. This hybrid role requires presence in the Richmond, Virginia, US office for team collaboration and critical issue resolution, with flexibility for remote work during other times.
Key responsibilities include analyzing system logs, performing in-depth troubleshooting, and collaborating with engineering and product development teams to identify root causes and implement permanent fixes. You will develop and maintain comprehensive technical documentation, including knowledge base articles, FAQs, and troubleshooting guides, to empower both customers and support staff. Mentoring and training junior support engineers on advanced troubleshooting techniques and product knowledge will be an important aspect of this role. Participating in on-call rotations to provide 24/7 support coverage may be required. You will also contribute to product improvement by providing feedback from customer interactions to the development teams. Proactively identifying potential issues and implementing preventative measures is highly valued.
Qualifications include a Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience. A minimum of 5-7 years of experience in a technical support or helpdesk role, with a significant focus on complex problem resolution, is required. Strong knowledge of operating systems (Windows, macOS, Linux), networking protocols, and common software applications is essential. Experience with scripting languages (e.g., Python, Bash) for automation and troubleshooting is a significant advantage. Excellent communication, analytical, and interpersonal skills are a must, with the ability to explain technical concepts to non-technical users. Experience with CRM and ticketing systems (e.g., Salesforce, Zendesk) is expected. This hybrid role requires presence in the Richmond, Virginia, US office for team collaboration and critical issue resolution, with flexibility for remote work during other times.
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