92 IT Support Specialists jobs in Salem

**Job Title: Customer Service Representative**
**Job Type:** Full-Time
**Hours:** 40 hours/week | Monday - Friday, 5:00 AM - 4:00 PM Pacific Time
**Pay Rate:** $17/hr
**Overtime:** Occasional opportunities for overtime available
**About the Role**
We are seeking a **Customer Service Representative** to join our team as the frontline connection between our company and our customers. This role plays a vital part in providing outstanding service by handling inquiries, resolving issues, processing orders, and ensuring overall customer satisfaction.
The ideal candidate is a natural problem-solver with excellent communication skills and a passion for delivering exceptional customer experiences. You should be comfortable working independently and collaboratively in a fast-paced environment. Empathy, patience, and a positive attitude are key to success in this position.
**Key Responsibilities**
+ Respond to customer inquiries via phone, email, chat, or other channels in a timely and professional manner
+ Process orders, returns, exchanges, and warranty claims accurately using internal systems
+ Resolve customer complaints by identifying root causes and offering effective solutions or escalating when necessary
+ Provide accurate information about products, services, and company policies
+ Maintain and update customer records in CRM or ERP systems
+ Track and follow up on open issues to ensure timely resolution and customer satisfaction
+ Collaborate with internal teams including Sales, Shipping, IT, Purchasing, and Product to meet customer needs
+ Consistently meet performance goals including response time, accuracy, service levels, and customer satisfaction
**Qualifications**
+ High school diploma or equivalent required
+ 1-3 years of experience in customer service or a similar client-facing role preferred
+ Strong communication and interpersonal skills
+ Basic computer proficiency and comfort with using internal systems
+ Ability to multitask and remain calm under pressure
+ Must be self-motivated, detail-oriented, and a team player
**Schedule & Work Environment**
+ **Hours of Operation:** Monday to Friday, 5:00 AM - 4:00 PM Pacific Time
+ **Work Week:** 40 hours, with occasional opportunities for overtime
**Join our team** and be a part of a company that values exceptional service and customer satisfaction. If you're passionate about helping others and enjoy solving problems, we'd love to hear from you!
ManpowerGroup is committed to providing equal employment opportunities in a professional, high quality work environment. It is the policy of ManpowerGroup and all of its subsidiaries to recruit, train, promote, transfer, pay and take all employment actions without regard to an employee's race, color, national origin, ancestry, sex, sexual orientation, gender identity, genetic information, religion, age, disability, protected veteran status, or any other basis protected by applicable law.

**Job Overview**
The SVP of Customer Support will lead our global Technical Support, Customer Training, and Community teams with a mandate to deliver an experience that is responsive, predictive, AI-enabled, and deeply tied to customer outcomes. Reporting to the Chief Customer Officer, this executive will define and operationalize a support strategy that reduces friction, improves resolution time, and strengthens long-term customer relationships.
You'll oversee a globally distributed organization, own P&L accountability, and collaborate cross-functionally to make support a competitive differentiator.
**About Us**
When you join iCIMS, you join the team helping global companies transform business and the world through the power of talent. Our customers do amazing things: design rocket ships, create vaccines, deliver consumer goods globally, overnight, with a smile. As the Talent Cloud company, we empower these organizations to attract, engage, hire, and advance the right talent. We're passionate about helping companies build a diverse, winning workforce and about building our home team. We're dedicated to fostering an inclusive, purpose-driven, and innovative work environment where everyone belongs.
**Responsibilities**
**Customer Strategy & Experience**
+ Define and drive a modern, scalable global support strategy that proactively addresses customer needs and delivers measurable outcomes.
+ Build a culture of service excellence grounded in proactive outreach, personalized engagement, and deep customer advocacy.
+ Lead executive-level escalations with speed and ownership; ensure systemic issues are resolved and learnings are shared across teams.
+ Develop and oversee strategies to identify and stabilize at-risk clients, with clear action plans, accountability, and follow-through.
+ Use customer sentiment, support analytics, and feedback loops to shape the future of the customer journey, including product insights and roadmap influence.
**Operational Excellence & Innovation**
+ Architect and scale a support model that balances people, process, and AI leveraging automation, deflection, and intelligent triage to improve resolution and efficiency.
+ Implement and continuously improve operational frameworks, processes, and tools to support 24/7 coverage, global consistency, and productivity at scale.
+ Maintain deep understanding of iCIMS products, use cases, and integrations to ensure readiness, issue prevention, and high-quality resolution.
+ Partner closely with Product, Engineering, and Enablement to evolve our support stack and digital experiences.
+ Monitor and optimize key metrics including customer effort, resolution time, self-service adoption, case deflection, and cost to serve.
**Team Leadership & Culture**
+ Lead a global organization across and foster a high-performing, inclusive, and growth-minded culture.
+ Hold leaders accountable to both performance and engagement metrics; ensure team members are equipped to deliver value in every customer interaction.
+ Partner with HR and Talent to scale hiring, onboarding, and learning programs that align with business needs and customer expectations.
**Financial & Cross-Functional Leadership**
+ Own and manage the Customer Support P&L, aligning budgets, forecasts, and workforce planning with company goals.
+ Partner with Sales, Customer Success, Relationship Management, and Finance to ensure seamless coverage models, aligned messaging, and strong retention results.
+ Translate strategic goals into operational execution plans with clear milestones, accountability, and metrics that roll up to business outcomes.
+ Apply market and industry best practices to ensure iCIMS remains competitive in our customer engagement and support model.
**Qualifications**
+ 15+ years of progressive leadership experience in global customer support or technical services roles.
+ Proven track record leading and scaling global enterprise SaaS support operations, with full P&L accountability
+ Deep expertise in AI-enabled support, automation, and digital transformation across the customer lifecycle
+ Strong analytical and strategic skills; adept at translating data into actionable customer and business outcomes
+ Demonstrated success building high-performing, inclusive teams and leading through organizational change
+ Experienced cross-functional collaborator with Product, Engineering, Sales, and Finance to drive aligned, customer-centric strategies
+ Exceptional communication and executive presence, with the ability to influence stakeholders at all levels
+ Passion for customer advocacy and ongoing service innovation
**EEO Statement**
iCIMS is a place where everyone belongs. We celebrate diversity and are committed to creating an inclusive environment for all employees. Our approach helps us to build a winning team that represents a variety of backgrounds, perspectives, and abilities. So, regardless of how your diversity expresses itself, you can find a home here at iCIMS. We are proud to be an equal opportunity and affirmative action employer. We prohibit discrimination and harassment of any kind based on race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, gender expression, age, veteran status, genetic information, disability, or other applicable legally protected characteristics. If you'd like to view a copy of the company's affirmative action plan or policy statement and/or if you would like to request an accommodation due to a disability, please contact us at .
**Compensation and Benefits**
We accept applications for this position on an ongoing basis until the position is filled. Applications will be reviewed as they are received, and qualified candidates may be contacted throughout the posting period.
The anticipated pay range for this position is $200,000-$270,000 annually. Final compensation will be based on factors such as relevant experience, skills, education, internal equity, and market data. This range aligns with our commitment to equitable and transparent compensation practices, as required by applicable law. Additional compensation may include bonuses or other benefits, as applicable.
Competitive health and wellness benefits include medical, dental, vision, 401(k), dependent care, short term and long-term disability, life and AD&D insurance, bonding and parental leave, mindfulness resources, an open vacation policy, sick days, paid holidays, quiet hours each workday, and tuition reimbursement. Benefits and eligibility may vary by location, role, and tenure. Learn more here:

Senior Engineer, Technical Support
Job Category: Information Technology
Location: US - California - Remote | US - Colorado - Remote | US - Idaho - Remote | US - Nevada - Remote | US - New Mexico - Remote | US - Oregon - Remote | US - Utah - Remote | US - Washington - Remote
**Meet Our Team:**
We are the face of Pega. Our aim is to provide world-class technical support and advice on the use of Pegasystems' Products and Applications. We make it easy, pleasant, and rewarding for our customers to work with us. You will be working along with best colleagues and customers across the globe.
_This is role is remote, US-based, Pacific Time Zone hours_
**Picture Yourself at Pega:**
Pega is changing the way the world builds software. In this role you will be the person, (Senior Technical Support Engineer-PTSE), who the experts go to for help. PTSEs work directly with Pegasystems' staff, partners, and customers as they develop, test, deploy, and manage BPM (Business Process Management) and BRE (Business Rules Engine) applications through the entire product lifecycle.
**Who You Are:**
- Should be ready to work in Support coverage in 24x7 rotational shifts
- Strong analytical and problem-solving skills.
- Bachelors or master's degree in computer science and Engineering or equivalent
- Ability to identify, propose and implement solutions and ability to work in a flexible, team environment
- Aptitude for quickly understanding complex technical issues, understand customer end-to-end deployments, products and underlying architecture
- Advanced teamwork skills with the ability to collaborate and negotiate with other groups and manage conflict
- Proven ability to interact directly with customers at all levels
- Demonstrated customer-facing skills including expectation management, communication skills, information management
- Demonstrated effective oral and written communication skills, including poise in high-pressure situations
**What You've Accomplished:**
- 5+ years of hands-on experience in software engineering, with a strong foundation in Java, J2EE, and database programming
- 4+ years of experience developing scalable applications using Java/J2EE technologies
- 2+ years of experience administering J2EE servers and supporting enterprise-grade server software, with exposure to database operations
- Proficiency in working with databases such as PostgreSQL, and application servers like Apache Tomcat
**_Bonus:_**
- Practical experience with the Pega Platform or Pega Customer Decision Hub (CDH)
- Proficiency in analyzing and troubleshooting heap dumps and thread dumps to resolve performance issues
- Working knowledge of web services, including SOAP and REST APIs
- Familiarity with cloud platforms such as AWS or GCP
- Experience with container orchestration tools like Kubernetes (K8s)
**Pega Offers You:**
+ Gartner Analyst acclaimed technology leadership across our categories of products
+ Continuous learning and development opportunities
+ An innovative, inclusive, agile, flexible, and fun work environment
+ Competitive global benefits program inclusive of pay + bonus incentive, employee equity in the company#LI-KH2
Job ID: 22189
It is Pega's policy to engage, recruit, hire, promote, train, discipline, and compensate in all job classifications, without regard to race, color, sex, religion, national origin, age, disability, sexual orientation, gender identity, veteran status, or any other category protected by law.

**It's fun to work in a company where people truly BELIEVE in what they're doing!**
**Job Description Summary:**
The Senior Technical Support Engineer provides technical direction and leadership in the support, development and enhancement of Rocket products. The Engineer will troubleshoot reported symptoms to aid in the resolution process either directly for the customer or to help guide the development team in providing permeant solutions.
**Essential Duties and Responsibilities** :
+ Able to assess customer needs, troubleshoot and set expectations for quick resolution
+ Verify accuracy of business impact statement as provided by the customer
+ Independently perform problem verification by confirming a customer's environment, error messages, and symptoms of a problem
+ Routine use of testing tools; may define and recommend testing tools
+ Research complex for resolution cases using knowledge bases, documentation etc.
+ Develop reproducible cases, when necessary
+ Prepare, recommend and implement solutions
+ Point of escalation in the preparation, recommendation, and implementation of solutions for junior team members
+ Address and manage critical situation issues as an escalation expert across several products
+ Assist, mentor and train other Support Engineers at different levels
+ Participate in internal projects and other work as directed
+ Ongoing self-directed learning to expand expertise of Rocket Software products
+ Regularly contribute to training content
+ Collaborate with Product Development Managers
+ May serve as designated point of contact or support coordinator for large customer
+ Act as project lead on assigned projects; may act as organizational team lead
**Qualifications:**
+ 8+ years of experience in technical support or similar role with deep technical knowledge of
+ z/OS mainframes
+ Experience with z/OS Database or application development platforms, such as DB2, CICS, IMS, ADABAS, IDMS or VSAM.
+ SQL, Data Virtualization, CDC
+ Operating system knowledge: Windows, Unix, Linux.
+ Database knowledge in open systems (Windows, Unix, Linux) and cloud solutions.
+ Possess solid analytical and troubleshooting skills, specifically dealing with IBM z/OS
+ Available for some after hours, weekend and holiday work
+ Strong communication and problem-solving skills
+ Strong customer service skills in interacting with both internal and external customers.
+ Demonstrated experience adapting to change and managing priorities
+ Commitment to Rocket core values of empathy, trust, love and caring.
**Additional skills that are helpful to have, but not required:**
+ Knowledge of Spark, Python, Java, Rexx
+ Knowledge of Web Services standards (SOAP, WSDL, WS-*), REST, Applications Servers (WebSphere, Oracle), HTTP, SSL, HTTP/S, TCP protocols.
+ Knowledge/experience with ODBC/JDBC.
+ Knowledge/experience of DB2 utilities and DB2 stored procedures.
+ Knowledge/experience of DB2 LUW.
+ Knowledge/experience with Visual Studio .NET.
+ Knowledge/experience in z/OS Cobol or Natural.
+ Knowledge/experience in Microsoft SQL Server or Oracle
+ Knowledge/experience working with RACF, ACF2 or Top Secret.
+ Operating systems: IBM z/OS, Windows, Red Hat Linux, Sun Solaris.
+ Knowledge of Network topology.
+ Knowledge/experience with the following is a plus: tcVision, Rocket Data Replicate and Sync
**Information Security:**
Information security is everyone's responsibility. A fundamental principle of information security at Rocket Software is that all individuals in the organization have a responsibility for the security and protection of company information and IT Resources over which they have control, according to their role.
**Diversity, Inclusion & Equity:**
At Rocket we are committed to an inclusive workplace environment, where every Rocketeer can thrive by bringing their full selves to work. Being a Rocketeer means you are part of our movement to continually drive inclusivity, diversity and equity in our workforce.
#LI-SD1
#LI-Remote
.
**What Rocket Software can offer you in USA:**
**Unlimited Vacation Time as well as paid holidays and sick time**
**Health and Wellness coverage options for Rocketeers and dependents**
**Life and disability coverage**
**Fidelity 401(k) and Roth Retirement Savings with matching contributions**
**Monthly student debt benefit program**
**Tuition Reimbursement and Certificate Reimbursement Program opportunities**
**Leadership and skills training opportunities**
EOE M/F/Vet/Disability. Rocket Software Inc. is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Rocket Software Inc. is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
Rocket is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities. If you need special assistance or an accommodation while seeking employment, please call: or send an email to We will make a determination on your request for reasonable accommodation on a case-by-case basis.
_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._
_If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!_
Companies around the world trust Rocket to solve their most complex business challenges by powering their critical infrastructure, business processes, and data. We help extend the value of these assets, enabling our customers to embrace the potential of cloud and mobile computing, advanced analytics, and the innovations of tomorrow. From the clothes we wear to the cars we drive, Rocket solutions power the back-end systems that thousands of brands rely on every day.
At Rocket, software is about more than just code-it's about people. We are passionate problem-solvers, working to make a difference for others. Our foundation is built on empathy, humanity, trust, and love, and we strive to embody these core values in everything we do. Whether we're serving our customers, partners, or fellow Rocketeers, we are committed to treating everyone with the respect and care they deserve.
Founded in 1990, Rocket Software is headquartered in Waltham, Massachusetts, and has 20 offices worldwide, bringing people and technology together to build a better future.

Red Hat is seeking a Senior Technical Support Engineer with a strong background in OpenShift, Kubernetes, cluster deployment, and configuration to join our Managed Cloud Services Customer Experience team. This is a US-based remote position.
The Red Hat Cloud & AI Platforms Services organization is responsible for the strategy, design, and implementation of the end-to-end customer experience with Red Hat Cloud Services and AI Platforms. Our team provides world-class support service to Red Hat customers and partners around the globe for our many Platform as a Service (PaaS) and Software as a Service (SaaS) offerings. We primarily support Red Hat OpenShift on AWS (ROSA), Azure Red Hat OpenShift (ARO), OpenShift Dedicated on AWS and GCP (OSD), and Red Hat OpenShift AI (RHOAI). We are a global team and strive to cultivate a transparent environment that makes room for different voices. We learn from our failures in a blameless environment to support the team's continuous improvement. This position is a great opportunity to join one of the fastest-growing enterprise software and services companies and the leader in open source software.
What you will do:
+ Commitment to providing an exceptional customer experience by using professional communication and applying product knowledge and deep troubleshooting to perform direct actions in cluster environments to resolve various issues.
+ Contribute to global initiatives and projects to constantly reduce customer effort, improve tooling, and design and write automation software to improve efficiency.
+ Act as the direct contact and advisor for customer inquiries and issues with their Cloud Services through our Customer Portal, conference calls, and remote access.
+ Proactively analyze cluster status, identify single points of failure and other high-risk architecture issues; propose and implement more resilient resolutions.
+ Record customer interactions including investigation, troubleshooting, and resolution of issues, to document diagnostic steps and issue resolution to create reusable solutions for future incidents.
+ Create and maintain knowledge articles aligned with the KCS (Knowledge-Centered Service) methodology.
+ Partner with internal teams and external parties to deliver seamless infrastructure support for Red Hat's Cloud Services.
+ Manage incident and issue workloads to ensure that all customer issues are handled and resolved in a timely manner.
+ Maintain a strong work ethic, able to work effectively as part of a team, and focus on customers and resolving their issues.
+ Be available to perform weekend shift duties on a rotational schedule.
What you will bring:
+ 5+ years of experience in a customer-facing technical support or solutions engineering role.
+ Proven experience in Infrastructure Implementation, Deployment, Administration, and Production Support of container technologies and orchestration platforms (e.g., CRI-O, Kubernetes, xKS, Docker, OpenShift Container Platform).
+ Experience with developer workflows, Continuous Integration (e.g., Jenkins), and Continuous Deployment paradigms.
+ Exceptional technical, analytical, and troubleshooting skills using tools like curl, strace, oc (kubectl), and Wireshark analysis to investigate and form precise action plans for issue remediation with components such as networking, system performance issues, Kubernetes, OpenShift Container Platform, Service Mesh, and RESTful API calls.
+ Experience working with tools surrounding the Kubernetes ecosystem such as Prometheus, Grafana, FluentD, etc.
+ Experience working with configuration management tools (e.g., Ansible, Terraform) and monitoring and automation tools (e.g., Ansible, Splunk).
+ Proficient scripting and automation skills (e.g., Python, Bash, Go) to convert manual and maintenance functions into fully orchestrated automation is a plus.
+ Ability to operate in complex, highly secure, and highly available environments and interact with Site Reliability Engineering (SRE) domain experts maintaining those environments.
+ Familiarity with established ITIL practices such as Incident, Change, Problem, and Release Management.
+ Excellent English communication skills (written and verbal) and interpersonal skills, with a desire to mentor other members of the support team and share technical knowledge in a helpful and timely fashion.
+ Experience logging issues and working with issue tracking tools such as Jira.
+ Ability to work effectively as part of an agile team, actively communicate status, and complete deliverables on schedule with a strong sense of initiative and ownership.
+ Bachelor's degree in Computer Science, Engineering, or a related field, or equivalent practical experience.
+ Ability to work effectively and collaborate within a geographically distributed, global team.
The salary range for this position is $84,400.00 - $134,970.00. Actual offer will be based on your qualifications.
**Pay Transparency**
Red Hat determines compensation based on several factors including but not limited to job location, experience, applicable skills and training, external market value, and internal pay equity. Annual salary is one component of Red Hat's compensation package. This position may also be eligible for bonus, commission, and/or equity. For positions with Remote-US locations, the actual salary range for the position may differ based on location but will be commensurate with job duties and relevant work experience.
**About Red Hat**
Red Hat ( is the world's leading provider of enterprise open source ( software solutions, using a community-powered approach to deliver high-performing Linux, cloud, container, and Kubernetes technologies. Spread across 40+ countries, our associates work flexibly across work environments, from in-office, to office-flex, to fully remote, depending on the requirements of their role. Red Hatters are encouraged to bring their best ideas, no matter their title or tenure. We're a leader in open source because of our open and inclusive environment. We hire creative, passionate people ready to contribute their ideas, help solve complex problems, and make an impact.
**Benefits**
? Comprehensive medical, dental, and vision coverage
? Flexible Spending Account - healthcare and dependent care
? Health Savings Account - high deductible medical plan
? Retirement 401(k) with employer match
? Paid time off and holidays
? Paid parental leave plans for all new parents
? Leave benefits including disability, paid family medical leave, and paid military leave
? Additional benefits including employee stock purchase plan, family planning reimbursement, tuition reimbursement, transportation expense account, employee assistance program, and more!
**Note:** These benefits are only applicable to full time, permanent associates at Red Hat located in the United States.
**Inclusion at Red Hat**
Red Hat's culture is built on the open source principles of transparency, collaboration, and inclusion, where the best ideas can come from anywhere and anyone. When this is realized, it empowers people from different backgrounds, perspectives, and experiences to come together to share ideas, challenge the status quo, and drive innovation. Our aspiration is that everyone experiences this culture with equal opportunity and access, and that all voices are not only heard but also celebrated. We hope you will join our celebration, and we welcome and encourage applicants from all the beautiful dimensions that compose our global village.
**Equal Opportunity Policy (EEO)**
Red Hat is proud to be an equal opportunity workplace and an affirmative action employer. We review applications for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, citizenship, age, veteran status, genetic information, physical or mental disability, medical condition, marital status, or any other basis prohibited by law.
**Red Hat does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for, and will not pay, any fees, commissions, or any other payment related to unsolicited resumes or CVs except as required in a written contract between Red Hat and the recruitment agency or party requesting payment of a fee.**
**Red Hat supports individuals with disabilities and provides reasonable accommodations to job applicants. If you need assistance completing our online job application, email** ** ** **.** **General inquiries, such as those regarding the status of a job application, will not receive a reply.**

**Position Title: Customer Service Technical Support Administrator**
**Location: Remote**
**Company Summary** **:**
At Pearson, we're committed to a world that's always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always reexamining the way people learn best, whether it's one child in our own backyard or an education community across the globe. We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing the boundaries of technology-and each other to surpass these boundaries-we create seeds of learning that become the catalyst for the world's innovations, personal and global, large and small.
Pearson's Online & Blended Learning K-12 group provides high-quality, highly accountable online education solutions to schools, school districts and students in grades K-12. It serves families and schools with a variety of digital learning and online school solutions including Connections Academy, International Connections Academy, and Pearson Connexus. In 2017, it will deliver online learning to over 400,000 students in the U.S. and 48 countries. The group, formerly known as Connections Education, is based in Columbia, Maryland and has been named a "Top Workplace" by the Baltimore Sun for three consecutive years and a "Best Place to Work" by Baltimore magazine. Recognized for its outstanding curriculum, high-quality teachers and leadership, Pearson Online & Blended Learning is committed to expanding quality education through technology and helping students achieve both academic and personal success.
**Department Summary:**
The Customer Support department is part of the Pearson Global Service and Support team and serves as the primary point of contact for Pearson Online & Blended Learning families, and school staff. Through multi-channel support streams, we provide general program information, enrollment support, password reset assistance, and account changes. In addition, we provide escalation assistance, process guidance to tier 1 support agents, workforce management, and quality and training support to Family Support groups.
**Position Summary** **:**
The Service Desk Tech 1, School Technical Support is an hourly position with 2 Shift Options; determined at a later time between the hours of 8am-6pm EST. Agents will work remotely, providing technical support services to school teachers and staff; as they set up and use our technology from initial startup, troubleshooting, and virus/spyware removal to resolution of software, hardware, printer, and network issues.
**Responsibilities** **:**
+ Troubleshoot and resolve software, hardware, printers, and network issues by listening to the user and asking appropriate questions to build a solution.
+ Log all calls using our in-house call tracking system, creating detailed, accurate entries and escalate when necessary.
+ Specify user problems and provide a detailed solution to resolve each issue.
+ Act as liaison for application problems between users and developers.
+ Assist in the collection of data for identifying user requirements that may result in future system development or training.
+ Keep current with the development of our ever-changing applications.
+ Document products, processes or problems in detail and suggest improvements or solutions.
+ Work with manager to investigate and implement ways of deflecting calls and increasing self-service.
+ Work occasional additional hours, 2nd shift, and/or weekends when necessary.
+ Work to perform other duties that may be necessary for the organization, including manual labor. (Staging materials, packing, inventory, delivery).
+ Projects - supports continuous improvement initiatives.
+ Other duties as assigned.
**Requirements** **:**
+ Ability to manage stressful situations in a calm, courteous, and efficient manner.
+ Strong working knowledge of?Windows 10/11 and Office 365.
+ Strong remote troubleshooting and working knowledge of High-Speed connections (DSL/Cable-Modem) and TCP/IP.
+ Working knowledge of Bomgar or comparable remote support tool.
+ An understanding of DHCP, DNS, and Active Directory.
+ Strong troubleshooting and working knowledge of consumer networking devices, wireless devices, Windows file and share permissions, and network printing issues.
+ Experience with Google Apps for Education and Business.
+ Continually updating and optimizing support process and documentation.
+ Ability to make quick and clear decisions in accordance with Connections Academy policy.
+ Meet all deadlines while paying attention to details.
+ Organize, prioritize and multi-task while managing users' expectations.
+ Work effectively as a team member, as well as independently.
+ Problem-solving methodology.
_Applications will be accepted through 23rd July 2025. This window may be extended depending on business needs._
1174883
**Job:** Infrastructure and Cloud Operations
**Job Family:** TECHNOLOGY
**Organization:** Virtual Learning
**Schedule:** FULL_TIME
**Workplace Type:** Remote
**Req ID:** 20255
#location

**Category :** **Customer Service/Support**
**About TP**
**TP is a global, digital business services company. We deliver the most advanced, digitally powered business services to help the world's best brands streamline their business in meaningful and sustainable ways.**
**With more than 500,000 inspired and passionate people speaking more than 300 languages, our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment.**
**Benefits of working with TP include:**
+ **Paid Training**
+ **Competitive Wages**
+ **Full Benefits (Medical, Dental, Vision, 401k and more)**
+ **Paid Time Off**
+ **Employee wellness and engagement programs**
**TP and You**
**Through a balanced high-tech and high-touch approach blended with deep industry and geographic expertise, we make people's lives simpler, faster, and safer. We help companies adapt quickly to changing needs, and are inspired to deliver only the best in all that we do. You will become a key contributor in making that happen.**
**As the eyes and ears for our team fielding customer inquiries and finding innovative ways to respond, you will work in a collaborative and engaging environment. You will have the chance to interact with people from all walks of life, and no two days will be the same. As you continue to grow and challenge yourself, you will discover your potential can take you anywhere you want to go.**
**Did you know that our Chief Client Officer started her career at TP as an agent and advanced to the pinnacle of the company? At TP, the sky is the limit!**
**At this time, TP can only offer employment to individuals located in the following states: AR, AZ, CT, DE, FL, GA, IA, ID, IL, IN, KS, KY, LA, MA, MD, ME, MI, MN, MO, MT, NC, ND, NE, NH, NJ, NM, NV, NY, OH, OK, PA, RI, SC, SD, TN, TX, UT, VA, VT, WI, WV, WY.**
**Your Responsibilities**
**As a Technical Support Representative, you will be responsible for finding innovative ways to respond to varying questions, issues, and concerns.**
+ **Provide front line, first level, technical assistance for consumers**
+ **Supporting Client specific high speed internet services delivering an exceptional customer experience**
+ **Resolve technical problems, within a fast paced, customer facing environment**
+ **Troubleshooting and issue resolution assistance with Client service and/or devices specific issues including internet connectivity and performance troubleshooting.**
+ **Supporting customer needs related to Client specific high speed internet services and or devices including troubleshooting, triage, and additional required resolution techniques.**
+ **Deliver in scope support for internet service and connectivity related issues pertaining to operating system, PC, and browser configuration.**
+ **Demonstrate advanced product knowledge and he ability to solve customer issues.**
+ **Resolve customer issues on the first call as frequently as possible.**
+ **Open and manage trouble ticket system for user issues, Data Network, OS issues.**
+ **Be patient, courteous and friendly with customers at all times.**
+ **Demonstrate a positive attitude.**
+ **Address and solve technical problems in a timely manner and complete all work assignments within expected time frames.**
+ **Adhere to all work schedule assignments.**
+ **Abide by and support management directives and adhere to all TP policies.**
**We're looking for fearless people - people who are inspired to deliver only the best in all that we do.**
**What We're Looking for**
+ **Over 18 years of age**
**What We Prefer**
+ **HS Diploma or equivalent**
+ **Comfort with desktop computer system**
+ **Proven oral & written communication skills**
+ **Familiarity with personal computers, operating systems, software, and computer terminology**
+ **Demonstrated problem solving skills**
+ **Ability to work independently and multi-task**
**Work from Home Requirements:**
+ **Internet Requirements:**
+ **Minimum subscribed download rate equal or exceeds 25.0 Mbps**
+ **Minimum subscribed upload rate equal or exceeds 10.0 Mbps**
+ **ISP must have no packet loss and ping under 30ms**
+ **Internet connections cannot be Satellite, Mobile Data (5G, 4G, 3G hotspots), P2P or VPN**
+ **Proof of internet details required**
+ **Clean and quiet workspace**
**Be Part of Our TP Family**
**It is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day. We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance. We also believe that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging. We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued.**
**EOE/Disability/Vets**

**Job Description**
As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. This involves resolving post-sales technical questions regarding the use of and troubleshooting for hardware services via phone and electronic means, as well as, non-technical customer inquiries. As a primary point of contact for customers, you are responsible for facilitating customer relationships with support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.
The RHS Technical Support Senior Engineer is responsible for providing remote support for Oracle's hardware products including x86, Network, Engineered Systems and Cloud.
Competencies for this role specific to x86/Engineered Systems/OCI and include solid analytical skills with x86 HW and SW, including Microsoft Windows and/or Linux/Solaris/Unix, understanding and troubleshooting experience. The role requires excellent problem-solving skills, with a strong bias for quality and engineering excellence. The ability to identify, analyze, diagnose and troubleshoot complex problems using appropriate tools under constraints. Handling issues with utmost professionalism without compromising customers' satisfaction.
**Responsibilities**
Job Duties include
-Provide exceptional customer service and technical assistance to internal and external customers.
-Resolve issues in a timely and accurate manner to help the team meet expected metrics and SLAs.
-Assist in helping customers with their environments to get or stay connected to Oracle through the Automatic Service Request workflow. Have an understanding of all Oracle products in their competencies and in-depth knowledge of several products and/or platforms.
-Assess ticket priority and escalate as necessary through proper channels to resolve issues promptly. You should communicate customer needs and wishes to the leadership team.
-Maintain the highest level of confidentiality and security regarding our customers' accounts, assigned company equipment, and company systems.
-Monitor release notes to understand new or updated services and products. Also, you should be highly experienced in multiple platforms and be able to complete assigned duties with minimal direction from management. In this position, you will routinely act independently while researching and developing solutions to customer issues.
-Should have a passion for technology and troubleshooting complex customer problems. Should be able to communicate effectively with other team members and members of the Sales, Engineering, and Operations teams.
-Participate in weekend shift, for coverage as needed.
Skills and experience
-Minimum of six years experience in hardware technology-related field or discipline
-Experience with customer success strategies, technical support/helpdesk, and/or sales engineering roles.
-Should be able to work a schedule that includes Saturdays and/or Sundays, as needed.
-Should have a technical degree i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 3.0 GPA
-3+ years' experience troubleshooting hardware technical issues in a post-sales environment.
Disclaimer:
**Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.**
**Range and benefit information provided in this posting are specific to the stated locations only**
US: Hiring Range in USD from $24.95 to $0.63 per hour; from: 51,900 to 126,100 per annum. May be eligible for equity.
Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle's differing products, industries and lines of business.
Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.
Oracle US offers a comprehensive benefits package which includes the following:
1. Medical, dental, and vision insurance, including expert medical opinion
2. Short term disability and long term disability
3. Life insurance and AD&D
4. Supplemental life insurance (Employee/Spouse/Child)
5. Health care and dependent care Flexible Spending Accounts
6. Pre-tax commuter and parking benefits
7. 401(k) Savings and Investment Plan with company match
8. Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.
9. 11 paid holidays
10. Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.
11. Paid parental leave
12. Adoption assistance
13. Employee Stock Purchase Plan
14. Financial planning and group legal
15. Voluntary benefits including auto, homeowner and pet insurance
The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.
Career Level - IC3
**About Us**
As a world leader in cloud solutions, Oracle uses tomorrow's technology to tackle today's challenges. We've partnered with industry-leaders in almost every sector-and continue to thrive after 40+ years of change by operating with integrity.
We know that true innovation starts when everyone is empowered to contribute. That's why we're committed to growing an inclusive workforce that promotes opportunities for all.
Oracle careers open the door to global opportunities where work-life balance flourishes. We offer competitive benefits based on parity and consistency and support our people with flexible medical, life insurance, and retirement options. We also encourage employees to give back to their communities through our volunteer programs.
We're committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by emailing or by calling +1 in the United States.
Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans' status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

**Overview**
**Job Title:** Help Desk Analyst
**Cayuse Company:** Cayuse Commercial Services
**Location:** Remote
**Pay Rate:** $15-$7 per hour
**The Work**
Help Desk Agent provides customer service solutions within service level agreements using the company and project quality and quantity standards. It includes providing prompt, reliable, and accurate information to customers while maintaining effective communication.
This position performs all duties and responsibilities in accordance with the Mission, Vision, and Core Values of Cayuse.
**Responsibilities**
**Key Responsibilities**
+ Receives customer inquiries and fulfills requests, providing high-quality customer service in a professional, efficient, and timely manner.
+ Operates within established guidelines and procedures to independently deliver a full range of services to the customer.
+ Matches customer needs with current products and services and suggests new ones to target customer's unmet needs.
+ Use examples and analogies as appropriate to facilitate understanding.
+ Identifies, resolves, or escalates, and tracks issues of all customer interactions in a work management tool (ServiceNow) or as determined by the client.
+ Aids in information to the customer in a prompt manner.
+ Uses judgment to anticipate customer service needs, resolves routine issues, and takes action accordingly, consistently providing high level quality service.
+ Manage continuous improvement through ongoing collection of data and information regarding customer requirements.
+ Understands and responds to others using active listening skills and tactful communication.
+ Ability to perform first-line troubleshooting for customers.
+ Ability to resolve issues following the parameters and guidelines of the client.
+ Help new and developing team members.
+ Demonstrate proactive business and customer service mentality, assuming ownership over solutions with a desire and willingness to be flexible and adaptable.
+ Other duties as assigned.
**Qualifications**
**Qualifications - Here's What You Need**
+ Requires a high school diploma or GED
+ Knowledge of and experience using various computer applications including Microsoft Office Suite
+ Technology savvy with an interest in new generation technology - comfortable doing things a different way, troubleshooting, and recommending new technology.
+ Must be able to pass a background check. May require additional background checks as required by projects and/or clients at any time during employment.
**Minimum Skills Required:**
+ Must possess problem-solving skills.
+ Exceptional communication skills, both oral and written.
+ Proficient in Microsoft and Adobe toolsets, including Excel, Word, PowerPoint, Acrobat, etc.
+ Highly motivated with the ability to handle and manage multiple tasks at any one time.
+ Ability to forge new relationships, individual and teaming in nature.
+ Must be a Self-starter, that can work independently and as part of a team.
+ Ability to follow instructions for logging into a computer and launching various applications
+ Ability to navigate the applications and programs utilized including opening and closing windows, select portions of text or other items using the mouse, copy/cut and paste text
+ Ability to successfully handle customer requests and document in work management tools and applications.
+ Strong interpersonal skills with the ability to communicate in a professional, and articulate manner to individuals from diverse backgrounds.
+ Effective listening skills to include cognitive ability to locate and convey requested information
+ Excellent organizational, analytical, and problem-solving skills with high-level attention to detail with good follow up and follow through skills.
+ Proven ability to multitask and prioritize in a fast-paced environment with changing priorities; adaptable to change and a quick learner.
+ Ability to handle sensitive and confidential information appropriately.
+ Continuous learner/improvement mindset, desire to learn quickly with a commitment to excellence.
+ Positive attitude; tolerance for dealing with difficult customers and stressful situations.
+ Dependable and accountable.
**Desired Qualifications:**
+ Experience in a customer service role.
+ Experience supporting customers in a virtual environment.
**Our Commitment to you / overview of benefits**
+ Medical, Dental and Vision Insurance; Wellness Program
+ Flexible Spending Accounts (Healthcare, Dependent Care, Commuter)
+ Short-Term and Long-Term Disability options
+ Basic Life and AD&D Insurance (Company Provided)
+ Voluntary Life and AD&D options
+ 401(k) Retirement Savings Plan with matching after one year
+ Paid Time Off
**Reports to:** Delivery Manager
**Working Conditions**
+ Professional remote office environment.
+ Ability to work Mon-Fri 8am to 5pm EST.
+ Must be physically and mentally able to perform duties extended periods of time.
+ Ability to use a computer and other office productivity tools with sufficient speed to meet the demands of this position.
+ Must be able to establish a productive and professional workspace.
+ Must be able to sit for long periods of time looking at computer screen.
+ May be asked to work a flexible schedule which may include holidays.
+ May be asked to travel for business or professional development purposes.
+ May be asked to work hours outside of normal business hours.
**Other Duties:** _Please note this job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice._
**_Cayuse is an Equal Opportunity Employer. All employment decisions are based on merit, qualifications, skills, and abilities. All qualified applicants will receive consideration for employment in accordance with any applicable federal, state, or local law._**
**Pay Range**
USD 15.00 - USD 17.00 /Hr.
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**Location** _US-_
**ID** _103312_
**Category** _Customer Service/Support_
**Position Type** _Full-Time Hourly Non Exempt_
**Remote** _Yes_
**Clearance Required** _None_