315 IT Support Staff jobs in Huntington

Job Description
**Position Purpose:**
Associates in Store Support positions are responsible for a variety of non-sales functions. This may include ensuring an outstanding customer order fulfillment experience, assisting customers in the lot or providing administrative services. Direct customer or vendor interaction is sometimes required for these positions. Whether directing customers to store departments or merchandise, answering customer questions on product order status, handling cash management or program compliance, these positions play a critical role in ensuring the highest level of customer satisfaction. Individuals in these positions must work cooperatively with other Associates, vendors, carriers, and productively with little/some supervision, be detail-oriented, and have proven time management skills. They must demonstrate a high level of integrity at all times, respond to operational concerns of all associates and remain focused on store specific business objectives while supporting key operational responsibilities. Specific positions may include: Office Associate, Order Fulfillment Associate, Lot Associate, and Customer Service Representative.
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. - $20.00 - $22.00

Job Description
**Position Purpose:**
Associates in Store Support positions are responsible for a variety of non-sales functions. This may include ensuring an outstanding customer order fulfillment experience, assisting customers in the lot or providing administrative services. Direct customer or vendor interaction is sometimes required for these positions. Whether directing customers to store departments or merchandise, answering customer questions on product order status, handling cash management or program compliance, these positions play a critical role in ensuring the highest level of customer satisfaction. Individuals in these positions must work cooperatively with other Associates, vendors, carriers, and productively with little/some supervision, be detail-oriented, and have proven time management skills. They must demonstrate a high level of integrity at all times, respond to operational concerns of all associates and remain focused on store specific business objectives while supporting key operational responsibilities. Specific positions may include: Office Associate, Order Fulfillment Associate, Lot Associate, and Customer Service Representative.
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. - $20.00 - $22.00

At CVS Health, we're building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.
As the nation's leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues - caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.
**Job Purpose and Summary:**
At CVS Health, we are focused on transforming health care for our customers and making our company a great place to work. We help people navigate the health care system - and their personal health care - by improving access, lowering costs and being a trusted partner for every meaningful moment of health. Within our Retail locations, we bring this promise to life with heart every day. Our District Support Pharmacists (DSPs) play a critical role in cultivating a culture of excellence within each pharmacy worked by acting as a role model for all, demonstrating genuine care, and setting the bar for the pharmacy team.
As a DSP, you have a critical role at the forefront of delivering our purpose, modeling our values, and demonstrating genuine, authentic care for our patients. You will work within the district to cover pharmacist scheduling gaps, under the direction of the Pharmacy Manager (PM) and Rx District Leader (DL) to support our pharmacy teams. While working in stores throughout the district, you are accountable for supporting the management, oversight, and operation of the pharmacy and pharmacy team.
The DSP's responsibilities include, but are not limited to:
+ Living our purpose by helping to manage and improve patient health through safe and appropriate dispensing, counseling, and immunizing practices
+ Traveling the district to fill pharmacist shifts as scheduled by the District Performance Coordinator (DPC); overseeing the pharmacy and serving as the Pharmacy Manager's proxy during bench shifts without overlap
+ Supporting safe and accurate prescription fulfillment by following-and directing the pharmacy team to follow-pharmacy workflow procedures and utilizing the safety guardrails at every workstation
+ Assumes Pharmacy Manager's day-to-day duties when serving as the only or the primary pharmacist-on-duty
+ Contributing to positive patient experiences by showing empathy and genuine care and coaching the pharmacy team to do the same: demonstrating compassionate care, collaborating with the patient's total healthcare team, and proactively resolving insurance and/or medication issues
+ Proactively offering and delivering immunizations to keep patients healthy; engaging and supporting Pharmacy Technicians to learn to immunize
+ Supporting the effective management of pharmacy inventory in all pharmacies worked by following-and guiding the pharmacy team to follow-all inventory best practices, with a special focus on protecting cold chain products for our patients and our business
+ Remaining flexible for both scheduling and business needs, while contributing to a safe, inclusive, and engaging team dynamic
+ Maintaining relevant clinical and technical skills for the job as the industry evolves (including but not limited to company-required trainings and CMEs); actively seeking opportunities to expand knowledge to better support patients
+ Supporting access to care and helping to improve patient outcomes through pharmacist delivered clinical care such as testing and prescribing services (e.g., COVID/Flu, Hormonal Contraception, etc.) where permissible; empowers the pharmacy team to provide holistic care at every step in the patient care journey
+ Understanding and complying with all relevant federal and state laws, regulations, professional standards, and ethical principles; complying with CVS Health policies and procedures to help support patient safety and complying with controlled substance dispensing and recordkeeping, to protect patient privacy and security, and to maintain a safe and inclusive workplace for our colleagues
**Required Qualifications:**
+ Active Pharmacist License in the state where the Store is located
+ Active National Provider Identifier (NPI)
+ Not on the DEA Excluded Parties list
**Essential Functions:**
+ Ability to travel within a reasonable radius to support market staffing as business needs require
+ Regular and predictable attendance, including nights and weekends
+ Ability to complete required training within designated timeframe
+ Attention and Focus:
+ Ability to concentrate on a task over a period of time
+ Ability to pivot quickly from one task to another to meet patient and business needs
+ Ability to confirm prescription information and label accuracy, ensuring patient safety
+ Customer Service and Team Orientation:
+ Actively look for ways to help people, and do so in a friendly manner
+ Notice and understand patients' reactions, and respond appropriately
+ Communication Skills:
+ Use and understand verbal and written communication to interact with patients and colleagues
+ Utilize active listening by giving full attention to what others are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times
+ Mathematical Reasoning:
+ Ability to use math to solve a problem, such as determining the total number of tablets to dispense, day's supply, and/or number of full bottles and additional bottles needed to fill a prescription
+ Problem Resolution:
+ Identifying challenging patient or colleague interactions and choosing the best course of action when faced multiple options
+ Physical Demands:
+ Be mobile and remain upright for extended periods of time
+ Lift, scan, and bag items
+ Reach overhead; stretch or reach out with the body, arms, and/or legs to grasp items
+ Move fingers repetitively; picking, pinching, typing, or otherwise working primarily with fingers rather than whole hand or arm
+ Extend hand(s) and arm(s) multiple directions to place, move, or lift items
+ Control precision; quickly adjust machines to exact positions
+ Stoop to a considerable degree, requiring full use of the lower extremities and back muscles to move items between low and high positions, including bending spine at the waist
+ Close visual acuity to perform activities such as: transcribing, viewing a computer terminal, reading, visual inspection involving small parts
+ Occasionally lift of up to 20 lbs and/or exert up to 20 lbs. of force; Frequently lift of up to 10 lbs and/or exert up to 10 lbs. of force; Consistently lift and/or exert a negligible amount of force to move objects.
+ Express or exchange ideas by means of spoken word where detailed or important spoken instructions must be conveyed accurately
+ Have the ability to receive detailed information through oral communication
+ Any additional tasks as directed by Supervisor or Manager
**Preferred Qualifications:**
+ 1-2 years of related work experience in a pharmacy, retail, medical, or customer service setting
Our diverse work experience empowers colleagues for career success. In addition to skill and experience, we attract and retain colleagues whose beliefs and behaviors are in alignment with our core values of collaboration, innovation, caring, integrity, and accountability.
CVS Health is an equal opportunity employer. We value and are committed to the full spectrum of diversity in the workplace, including diversity based on gender, race, ethnicity, disability and protected Veteran status. We proudly support and encourage people with military experience (active, veterans, reservists, and National Guard) as well as military spouses to apply for CVS Health job opportunities. We comply with the laws and regulations set forth in the following EEO is the Law Poster: EEO IS THE LAW ( and EEO IS THE LAW SUPPLEMENT ( . We provide reasonable accommodation(s) to qualified individuals with disabilities. If you require assistance to apply for or perform this job, please contact Colleague ( ) Relations team at .
**Anticipated Weekly Hours**
24
**Time Type**
Part time
**Pay Range**
The typical pay range for this role is:
$65.00 - $79.00
This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors.
Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.
**Great benefits for great people**
We take pride in our comprehensive and competitive mix of pay and benefits - investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:
+ **Affordable medical plan options,** a **401(k) plan** (including matching company contributions), and an **employee stock purchase plan** .
+ **No-cost programs for all colleagues** including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
+ **Benefit solutions that address the different needs and preferences of our colleagues** including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.
For more information, visit anticipate the application window for this opening will close on: 01/16/2026
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.
We are an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.

IT Help Desk/ Online Support
Brea,CA
POSITION SUMMARY:Provides first level phone support Company wide. Ensures that all Phone support calls are logged, resolved, or are forwarded to the proper group for resolution. Responsible for desktop configurations and imaging, providing ongoing system updates and maintenance of these systems. LAN/WAN network troubleshooting, and vendor coordination. This person will be responsible for assisting the Information Technology group with maintaining Enterprise backups (e.g., Commvault) and supporting numerous other third party applications (e.g., Microsoft Dynamics, SAP Oracle, Remedy, etc). Provides IT purchasing services; tracks purchase requisitions and orders Company locations from initial request through final delivery of products. Monitors the pricing and invoicing of merchandise to ensure proper payment and cost savings.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Takes users issues and requests via phone, email, and Ticketing System. Log the issues
equests into the Help Desk Tracking System then either resolves or escalates to the appropriate resource.
- First level troubleshooting of laptops, desktops, servers, network related or attached systems.
- Recommends or performs minor remedial actions to correct problems.
- Provides updates, status, and completion information to manager, problem request tracking system, and/or users, via voice mail, e-mail, or in-person communication.
- Replaces defective or inadequate software packages.
- Maintain Active directory user account and security consistency.
- Service internal and external customers cost effectively; log and track customer support requests
- Escalate and redirect Help Desk Incidents to the appropriate technical resources
- Install, troubleshoot, and repair PC hardware and Operating Systems. Troubleshoot MS and Enterprise software application issues.
- Provide support for LAN, remote (VPN, RDP, Citrix) access, and resolve basic Email connectivity issues.
- Installation and maintenance of Windows based PC/Laptops in an enterprise environment.
- Troubleshooting, configuring of desktop components, and assisting with physical installations of Desktops, Laptops, and Thin clients.
- Responds to client inquiries concerning systems operation and diagnoses system hardware, software, and operator problems.
- Installing software patches as needed and eradicating
spyware/viruses.
- Setup and troubleshooting of print servers and queues.
- Assists with upgrade implementations, application support, and network infrastructure expansions.
- Performs preventive maintenance and repairs.
- Performs other duties as assigned.
COMPETENCIES:
Sense of Urgency: IT issues usually start at the IT help desk. Must understand and direct the team to address issues by the required SLA timeline. There are times where critical business functions depend on IT products and services working as soon as possible.
Communication: There are always multiple activities and projects working simultaneously where clear and concise communication is necessary to avoid confusion.
Customer Focus: The IT Helpdesk and Tech Support team exists to support our customers, the internal computer users. We will provide the level of service that insures as little down time as possible for the business.
Teamwork: The IT Operations team consists of several local and remote resources where a team atmosphere is of the utmost importance to be able to work as one group spread out across North America.
Soft Skills: The ability to engage customers verbally in a professional manner. Self-Starter - The ability to be sufficiently motivated or ambitious to start a new task or project independently.
QUALIFICATIONS:
- Knowledge of computer hardware and software - Ability to troubleshoot and correct a wide array of IT user problems
- Ability to receive and utilize training proficiently to implement in the work environment
- Working knowledge of Cisco/Avaya phone systems desired Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION/EXPERIENCE:
Associate's degree (A. A.) or equivalent from two-year College or technical school; or one to two years related experience and/or training; or equivalent combination of education and experience. Language
Ability: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write reports and correspondence. Ability to speak effectively before groups of customers or employees.
Math Ability: Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.
Reasoning Ability: Ability to solve problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Computer Skills: To perform this job successfully, an individual should have knowledge of Internet software, spreadsheet and word processing software, operating systems, advanced knowledge of personal computers, networking and peripheral hardware.
SUPERVISORY RESPONSIBILITIES: This job has no supervisory responsibilities.
WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job the employee is frequently required to sit. The employee is frequently required to walk. The employee is occasionally required to lift up to 50 pounds.
Job Ref: R

Location
Wells Fargo Center - 333 S Grand Ave, Suite 300
Job Description
We are seeking a technically adept and customer-focused professional to join our Service Delivery team. This position plays a critical role in maintaining the productivity of end users by supporting enterprise applications and hardware across the organization. The Technical Support Specialist will help ensure the performance and stability of essential systems and tools, while identifying opportunities to improve processes, automate solutions, and enhance user experience.This role offers hands-on experience with enterprise applications including, but not limited to, Windows 11, Office 365, and Intune. Exposure to these platforms is supplemented by structured learning opportunities including LinkedIn Learning and technical boot camps, providing a strong foundation for career progression within IT.
Responsibilities:
+ Provide comprehensive end-user support in an environment structured around 35% phone support, 55% off-phone tasks, 5% project involvement, and 5% training and development.
+ Service Desk shifts: 7:00 AM-4:00 PM, 8:00 AM-5:00 PM, and 8:30 AM-5:30 PM.
+ Deliver remote support using industry-standard tools to resolve technical issues efficiently.
+ Create and maintain knowledge base articles, incident categorizations, and virtual agent content within ServiceNow.
+ Provide extensive hardware and software support for Windows 11, iOS, Android, Lenovo, Mac OS, and Office 365 in conjunction with tools like Dell TechDirect.
+ Utilize ServiceNow for full lifecycle management of Incidents and Requests, ensuring thorough documentation and knowledge sharing.
+ Gather and analyze data to inform technical decisions and recommend practical solutions to improve system performance.
+ Evaluate software and hardware compatibility to support system upgrades and application rollouts.
+ Engage with external vendors for escalated issue resolution beyond internal support capabilities.
+ Provide technical support for companywide meetings, events, and conferences to ensure seamless execution.
+ Monitor ServiceNow trends and resolution history to identify and recommend preventative measures.
+ Contribute to a culture of innovation by proactively identifying opportunities to optimize the user support experience.
Qualifications:
+ High School Diploma or GED required.
+ Minimum of 2 years of experience in an IT support role.
+ Experience working in a call queue environment is a plus.
+ Familiarity with ServiceNow preferred.
+ Demonstrated understanding of IT concepts and processes within an ITIL framework.
+ Self-motivated with strong problem-solving skills and the ability to adapt in dynamic, fast-paced environments.
+ Strong interpersonal skills with an emphasis on active listening, communication, and user rapport-building.
+ Proven ability to collaborate effectively across technical teams and resolver groups.
+ Excellent verbal and written communication skills.
+ Commitment to representing the IT department professionally and positively in all business interactions.
+ General awareness of cybersecurity best practices and ability to provide basic guidance to end users.
Your Career @ Brookfield Properties:
At Brookfield Properties, your career progression is important to us. As a successful employee, you will have the opportunity to grow within your team, department, and across the Brookfield organization. Our leadership teams are dedicated to the accomplishments of their employees. We also invest time into training and developing our people. We take pride in knowing that 70% of our employees have more than 5 years of tenure.
End your job search and find your career today, at Brookfield Properties.
Why Brookfield Properties?
We imagine, create, and operate on a foundation of values to build a better world, together. Brookfield Properties strives to create spaces where going to work never feels routine. As a Brookfield Properties employee, you will enjoy many benefits such as 401K matching, tuition reimbursement, summer Fridays, paid maternity leave and more. There is also a generous employee referral program because we want our existing team members to help us build a more diverse workplace through their networks.
Compensation & Benefits:
Salary Type: Non-Exempt (Overtime eligible)
Pay Frequency: Bi-weekly
Annual Base Salary Range: $62,000 - $72,000
Medical & Pharmacy Coverage: Yes, under Brookfield Medical Plan
Dental Coverage: Yes, under Brookfield Medical Plan
Vision Coverage: Yes, under Brookfield Medical Plan
Retirement: 401(k)
Insurance: Employer-paid life & short/long term disability
We are proud to create a diverse environment and are proud to be an equal opportunity employer. We are grateful for your interest in this position, however, only candidates selected for pre-screening will be contacted.
#BPUS
At Brookfield Properties, our success starts with our people. People like you. We develop, operate, and manage more than 1100 properties and 390 million square feet of real estate across the globe. It's a feat that wouldn't be possible without our team, a diverse group of creative visionaries and innovative experts who are relentless in pursuit of one goal: to ensure our buildings don't simply meet the needs of our tenants, residents, and communities - but exceed them, every day.

Our client, a prominent innovator in cloud-based software solutions, is actively recruiting a highly proficient Technical Support Engineer to join their remote-first team. This role is essential for providing in-depth technical assistance and problem resolution to a global customer base, ensuring seamless operation of their cutting-edge products. The ideal candidate possesses a strong technical aptitude, exceptional troubleshooting skills, and a dedication to delivering world-class customer support. You will be empowered to diagnose complex technical issues, collaborate with engineering teams, and contribute to enhancing the customer experience.

Key Responsibilities:

• Provide advanced technical support and troubleshooting for complex software issues via multiple channels including email, chat, and remote sessions.
• Diagnose, replicate, and resolve technical problems, documenting solutions and workarounds effectively.
• Collaborate closely with engineering and product development teams to identify and resolve software bugs and product enhancement opportunities.
• Contribute to the development and maintenance of technical documentation, knowledge base articles, and user guides.
• Analyze support trends and provide feedback to product teams to improve product usability and reliability.
• Manage customer escalations and ensure timely resolution of critical issues.
• Participate in on-call rotation to provide 24/7 support as needed.
• Assist in the onboarding and training of new technical support team members.
• Proactively identify potential issues and develop preventative solutions.
• Maintain detailed records of customer interactions and resolutions in the support ticketing system.
• Act as a subject matter expert for specific product features or technical areas.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related technical field, or equivalent practical experience.
• Minimum of 4 years of experience in technical support, helpdesk, or a similar customer-facing technical role.
• Strong understanding of software architecture, databases, networking, and cloud technologies.
• Proficiency in scripting languages (e.g., Python, Bash) is a significant advantage.
• Experience with enterprise-level software support and CRM/ticketing systems (e.g., Salesforce, Jira Service Desk).
• Excellent problem-solving, analytical, and diagnostic skills.
• Exceptional communication and interpersonal skills, with the ability to explain complex technical concepts to both technical and non-technical audiences.
• Ability to work independently and manage time effectively in a remote work environment.
• Customer-focused mindset with a commitment to delivering high-quality support.
• Experience with SaaS products and troubleshooting SaaS-related issues.

This remote opportunity is perfect for a technically adept individual passionate about helping customers succeed and eager to contribute to a leading software company.

Our client, a dynamic technology solutions provider, is seeking an experienced Technical Support Lead to manage their helpdesk operations in **Los Angeles, California, US**. This pivotal role is responsible for overseeing a team of technical support specialists, ensuring the timely and effective resolution of customer inquiries and technical issues. The Technical Support Lead will establish and maintain high standards for customer service and technical proficiency, focusing on delivering exceptional support experiences. Key responsibilities include managing support ticket queues, prioritizing issues, and ensuring Service Level Agreements (SLAs) are consistently met. You will develop and implement support processes and procedures to enhance efficiency and customer satisfaction.

The Lead will also be responsible for training and mentoring support staff, identifying skill gaps, and providing ongoing professional development. This role involves direct interaction with customers for escalated issues, requiring excellent communication and problem-solving skills. You will collaborate with other departments, such as engineering and product development, to identify root causes of recurring issues and contribute to product improvements. The ideal candidate will have a strong understanding of IT systems, hardware, software, and networking concepts. Experience with CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud) is essential. The ability to analyze support data, identify trends, and generate performance reports is also critical. This position offers a fantastic opportunity for a seasoned support professional to step into a leadership role, drive operational excellence, and make a significant impact on customer satisfaction within a growing technology company.

Our client is seeking an experienced Senior Technical Support Engineer to join their dedicated team. This role is integral to providing high-level technical assistance and problem resolution for their sophisticated software products. Based in **Los Angeles, California, US**, this position requires the ability to diagnose complex technical issues, guide users through intricate troubleshooting steps, and develop effective workarounds or solutions. You will be responsible for managing escalated customer support tickets, acting as a liaison between customers and the product development teams to ensure timely resolution and feedback incorporation. The ideal candidate will possess a deep understanding of the company's technology stack, including hardware, software, and networking principles. A significant part of the role involves creating and maintaining technical documentation, knowledge base articles, and training materials to empower both customers and junior support staff. You will also play a key role in identifying recurring issues and trends, providing insights to the engineering and product management teams for product improvement. Excellent communication skills, patience, and a customer-centric approach are paramount. You should be adept at explaining technical concepts clearly and concisely to users with varying levels of technical proficiency. This is a challenging and rewarding role for an individual passionate about technology and customer satisfaction, requiring presence in our **Los Angeles, California, US** office.

Key Responsibilities:

• Provide advanced technical support for complex software and hardware issues.
• Diagnose, troubleshoot, and resolve customer-reported problems efficiently.
• Manage and prioritize escalated support tickets, ensuring timely resolution.
• Collaborate with engineering and product teams to identify root causes and implement solutions.
• Develop and maintain comprehensive technical documentation, including FAQs, guides, and troubleshooting articles.
• Train and mentor junior support engineers.
• Analyze support trends and provide feedback for product enhancements.
• Communicate technical information effectively to both technical and non-technical audiences.
• Ensure a high level of customer satisfaction through responsive and effective support.
• Participate in on-call rotation as needed.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Minimum of 5 years of experience in technical support, helpdesk, or a related IT role.
• Proven expertise in troubleshooting complex software, hardware, and network issues.
• Strong understanding of operating systems (Windows, macOS, Linux) and networking protocols (TCP/IP, DNS, DHCP).
• Excellent analytical, problem-solving, and critical-thinking skills.
• Exceptional customer service and communication skills (written and verbal).
• Experience with ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools.
• Ability to work effectively under pressure and manage multiple priorities.

Join our team and be a vital part of our customer success story in **Los Angeles, California, US**.

Our client is actively seeking a dynamic and experienced Lead Technical Support Specialist to spearhead their customer service and helpdesk operations. This is a fully remote position, offering the unique opportunity to build and lead a high-performing support team from anywhere in the US. You will be at the forefront of ensuring exceptional customer satisfaction by providing timely, accurate, and empathetic technical assistance across our diverse product suite. As a remote-first organization, we are committed to fostering a collaborative and supportive environment for all our employees, equipping you with the tools and resources needed to excel.

Key Responsibilities:

• Lead, mentor, and manage a team of technical support representatives, fostering a positive and productive work environment.
• Develop and implement best practices for customer support, including ticketing systems, knowledge base management, and escalation procedures.
• Serve as a primary point of contact for complex technical issues and customer escalations, providing in-depth troubleshooting and resolution.
• Analyze support trends and customer feedback to identify recurring issues and recommend product improvements or training enhancements.
• Create and maintain comprehensive technical documentation, FAQs, and self-help guides for customers and support staff.
• Ensure timely and effective resolution of all customer inquiries via phone, email, and chat.
• Monitor support metrics and KPIs, reporting on team performance and areas for improvement.
• Collaborate with engineering and product development teams to communicate customer feedback and advocate for product enhancements.
• Onboard and train new technical support team members.
• Manage the support team's schedule and workload distribution to ensure optimal coverage and service levels.
• Champion a customer-centric approach throughout the support organization.

Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
• Minimum of 5 years of experience in technical support, with at least 2 years in a lead or supervisory role.
• Proven experience managing and motivating remote support teams.
• In-depth knowledge of troubleshooting hardware, software, and network issues.
• Proficiency with helpdesk and CRM software (e.g., Zendesk, Salesforce Service Cloud, HubSpot Service Hub).
• Excellent problem-solving, analytical, and critical-thinking skills.
• Strong understanding of ITIL principles is a plus.
• Exceptional communication, interpersonal, and customer service skills.
• Ability to remain calm and professional under pressure.
• Experience developing and managing knowledge bases.
• Demonstrated ability to work independently and manage time effectively in a remote setting.

Join our innovative and growing company and make a tangible difference in our customers' experience. If you are a motivated leader passionate about technology and customer success, we encourage you to apply.