146 IT Support jobs in Katy
Technical Support Specialist
75201 Prairie View, Texas
$55000 Annually
WhatJobs
Posted 7 days ago
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Job Description
Our client is seeking a dedicated and knowledgeable Technical Support Specialist to join their customer service team in Dallas, Texas, US . This role involves providing high-level technical assistance and problem resolution to users of our software and hardware products. You will be responsible for diagnosing and troubleshooting technical issues, guiding customers through solutions, and documenting support interactions. The ideal candidate possesses strong technical aptitude, excellent communication skills, and a passion for helping others. Key responsibilities include responding to support tickets via phone, email, and chat; escalating complex issues to senior technical staff when necessary; and contributing to the knowledge base with FAQs and troubleshooting guides. You will work closely with development and QA teams to identify recurring issues and provide feedback for product improvements. This position requires patience, empathy, and the ability to explain technical concepts in a clear and understandable manner to users with varying levels of technical expertise. We are looking for a proactive problem-solver committed to delivering exceptional customer service and ensuring customer satisfaction. This role offers remote work flexibility after an initial onboarding period in our Dallas office.
Responsibilities:
Responsibilities:
- Provide timely and effective technical support to customers via phone, email, and chat.
- Diagnose and troubleshoot software and hardware issues.
- Guide users through step-by-step solutions to technical problems.
- Escalate unresolved issues to appropriate internal teams.
- Document all customer interactions and resolutions accurately in the ticketing system.
- Contribute to the creation and maintenance of technical documentation and knowledge base articles.
- Identify trends in customer issues and provide feedback to product development teams.
- Ensure a high level of customer satisfaction through excellent service.
- Stay up-to-date with product updates and technical advancements.
- Assist with user account management and system configurations as needed.
- High school diploma or equivalent; Associate's or Bachelor's degree in Computer Science, IT, or a related field preferred.
- 2+ years of experience in technical support or a similar customer-facing IT role.
- Strong understanding of operating systems (Windows, macOS, Linux) and common software applications.
- Experience with troubleshooting network connectivity and hardware issues.
- Proficiency with helpdesk ticketing systems (e.g., Zendesk, ServiceNow).
- Excellent communication, active listening, and problem-solving skills.
- Ability to explain technical concepts clearly to non-technical users.
- Customer-focused attitude and a passion for resolving issues.
- Ability to work independently and as part of a team.
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