41,506 Support Role jobs in the United States

• Lead, train, and mentor a team of customer support specialists, fostering a positive and productive work environment.
• Oversee daily support operations, ensuring timely and effective resolution of customer inquiries and technical issues.
• Develop and implement best practices for customer support, including response times, resolution rates, and customer satisfaction metrics.
• Serve as an escalation point for complex technical issues, providing advanced troubleshooting and problem-solving.
• Create and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides.
• Monitor support queues and performance dashboards, identifying trends and areas for improvement.
• Collaborate with product development and engineering teams to provide customer feedback and influence product enhancements.
• Develop and deliver training programs for support staff on new products, features, and troubleshooting techniques.
• Manage customer feedback and surveys, using insights to drive service improvements.
• Ensure adherence to company policies, procedures, and service level agreements (SLAs).
• Contribute to the development and execution of customer support strategy.
• Assist in the onboarding and ongoing development of new support hires.

• Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Minimum of 5 years of experience in customer support or technical support roles, with at least 2 years in a lead or supervisory capacity.
• Proven ability to troubleshoot and resolve complex technical issues across various software and hardware platforms.
• Strong understanding of ticketing systems (e.g., Zendesk, Salesforce Service Cloud) and CRM software.
• Excellent communication, interpersonal, and problem-solving skills.
• Demonstrated leadership qualities and experience managing a team.
• Ability to develop and deliver effective training materials.
• Strong organizational skills and attention to detail.
• Experience in a SaaS or technology-driven industry is highly preferred.
• Familiarity with scripting languages or basic programming concepts is a plus.
• A passion for delivering outstanding customer experiences.

• Provide advanced technical support to customers via phone, email, and chat.
• Diagnose and resolve complex software and hardware issues.
• Act as an escalation point for challenging customer cases.
• Document customer interactions and solutions accurately in the ticketing system.
• Create and maintain knowledge base articles and troubleshooting guides.
• Collaborate with engineering and product teams to identify and resolve product defects.
• Contribute to the training and mentorship of junior customer support staff.
• Identify trends in customer issues and provide feedback for product improvement.
• Ensure high levels of customer satisfaction through efficient and effective support.

• Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field.
• 4+ years of experience in technical customer support or helpdesk roles.
• Strong troubleshooting and problem-solving skills.
• Proficiency with Windows and macOS operating systems.
• Familiarity with common networking concepts and protocols.
• Experience with CRM software and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
• Excellent communication and interpersonal skills.
• Ability to explain technical concepts to non-technical users.
• Previous experience in a senior support role or team lead capacity is a plus.

The Intersect Group is partnered with our client in Enon, OH, to find Technical Support Specialists. The contract is 3 to 6 months. We are looking for someone who can offer great customer service. Our client will move quickly and conduct a 1 and done virtual interview with the qualified candidates.

Location: Enon, Ohio (45323)

2nd Shift - Can start 12 - 2 PM EST; will work Tuesday through Saturday

1 opening

Work week: Work one weekend day a week in lieu of one weekday

***Starts with paid training class that lasts 3-4 weeks. Training is 9 AM – 6 PM

Open to New IT Grads!

Requirements:

• Prior help desk experience preferred
• Complete understanding of the store network (hardware and software), PC architecture wireless communication, router and third-party cellular devices
• Knowledge of non-standard equipment that is not connected to the Speedway network
• Ability to manage simultaneous connections to multiple stores and pieces of equipment, and ability to prioritize the order in which repairs are made
• Ability to research and resolve issues
• Capable of working in a fast-paced environment
• Excellent verbal communication skills and the ability to explain technical information in layman’s terms
• Well organized with the ability to work under pressure and meet tight deadlines
• Excellent understanding of intra-department functions and operations
• Ability to perform repeated bending, standing and reaching
• Ability to occasionally lift up to 40 pounds
• Available to work a variety of shifts, including, second and third shift, weekends and holidays; understands the staffing expectations of working in a 24/7/365 days a year department

Must Haves:

Open to new grads

SOLID customer service

Good problem solving

Entry level IT experience

Nice to Haves:

Tech support experience

Help desk experience

POS experience

Retail experience

Gas station experience

Duties:

• Uses remote tools and cloud technology to provide technical support for hardware, software, store networks, and applications
• Manages simultaneous connections to multiple stores and pieces of equipment; prioritizes the order in which repairs are made in order of emergency priority
• Monitors the severity of data packet loss either to the entire store network or specific pieces of equipment. Provides the best solution to resolve the underlying problem to bring equipment up to full functionality
• Identifies and corrects issues before a location is aware of a problem using cloud and web-based applications
• Determines the best course of action to improve performance and efficiency of store systems, equipment, and applications
• Provides accurate verbal instruction when onsite diagnostics is needed to bring various pieces of equipment to full functionality
• Understands and completes proper processes when installing software
• Directs field personnel in installing new equipment that is going on the store network
• Configures and upgrades software on newly installed devices
• Implements software changes for fuel dispensers and fuel tanks
• Sets up new DVR equipment and configures recording settings, including using proper naming conventions, for multiple cameras
• Provides troubleshooting by using remote tools connected to other legacy networks
• Manages multiple tickets and works them in order of emergency to lowest priority
• Identifies re-occurring store issues by reading and understanding case history and determines if a different course of resolution is needed to reduce repeat problems
• Reads, interprets, and follows procedures described in the internal knowledge base
• Provides documentation for knowledge-base articles
• Works with third-party help desk vendors as applicable
• Maintains inventories and orders parts as needed
• Provides phone support as needed
• Attends training classes as required to stay current with new equipment troubleshooting procedures and technology
• Initiates timely communication of critical events to Store Support Team Leads
• Completes other duties, including special projects, as assigned by Management

6 Months with a possible extension

Job Description:

Provides support to end users on a variety of issues. Identifies, researches, and resolves technical problems.

Responds to telephone calls, email and personnel requests for technical support.

Documents, tracks and monitors the problem to ensure a timely resolution.

May require an associate's degree in a related area and 0-3 years of experience in the field or in a related area.

Has knowledge of commonly-used concepts, practices, and procedures within a particular field.

Relies on instructions and pre-established guidelines to perform the functions of the job.

Works under immediate supervision.

Roles & Responsibilities :

This position requires the successful candidate report to a site location.

You will work in a dynamic environment to drive the stability and sustainability of our next-generation networks and assist in the development of innovative ways to automate and scale our network.

You will launch cutting edge server technologies and solve diverse networking impairments.

You will quickly and accurately assess a wide range of infrastructure issues, which requires a good understanding of computers, servers, switches and various networking devices from both a hardware and software perspective and a demonstrated willingness to learn and apply new technology.

To be successful in this role you should possess technical aptitude, written and oral communications skills and the ability to deal effectively with people in a wide variety of situations.

Important information: To be immediately considered, please send an updated version of your resume to

Title: Technical Support

Location: Westborough MA 01581

Duration: 12 months

W2 Contract (No C2C)

Pay rate: Can go up to $32 per hour

Shift -

• 8am-4pm

Top 3 must haves - Customer Service Skills, Troubleshooting experience, multi-tasking skills

• Troubleshoot user problems at the desktop.
• Knowledge of PC hardware, software and networking issues.
• Independently resolves hardware break-fix issues, network connectivity and application related questions for third party products.
• Escalates or perform server functions, particularly related to resolving issues at the desktop as well as TCP/IP connectivity and IP set-ups.
• Coordinates with the appropriate subject matter experts to obtain assistance to resolve concerns for proprietary applications of the client.
• Assist Project Managers in the end to end process for destination moves and hardware/software upgrades. Includes client interviews, technology evaluations and recommendations, developing integration requirements, application configuration/distribution, UAT, on site resource management, technical training and Day One support.

Technical Support Specialist (Senior Level) Job Duties:

• Evaluates system potential by testing compatibility of new programs with existing programs.
• Evaluates expansions or enhancements by studying work load and capacity of computer system.
• Achieves computer system objectives by gathering pertinent data; identifying and evaluating options; recommending a course of action.
• Confirms program objectives and specifications by testing new programs; comparing programs with established standards; making modifications.
• Improves existing programs by reviewing objectives and specifications; evaluating proposed changes; recommending changes; making modifications.
• Evaluates vendor-supplied software by studying user objectives; testing software compatibility with existing hardware and programs.
• Performs and/or attends hardware/component factory acceptance testing.
• Places software into production by loading software into computer; entering necessary commands.
• Places hardware into production by establishing connections; entering necessary commands.
• Maximizes use of hardware and software by training users; interpreting instructions; answering questions.
• Maintains system capability by testing computer components.
• Prepares reference for users by writing operating instructions.
• Maintains historical records by documenting hardware and software changes and revisions.
• Maintains client confidence and protects operations by keeping information confidential.
• Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies.
• Contributes to team effort by accomplishing related results as needed.

Technical Support Specialist (Senior Level) Skills and Qualifications:

• Problem Solving
• Presenting Technical Information
• Process Improvement
• Software Maintenance
• Software Testing
• Network Design and Implementation
• Load Balancing and Scalability
• Vendor Relationships
• Software Performance Tuning
• Network Performance Tuning
• Database Performance Tuning

Our client, an American retailer that is home to four well-known brands, is hiring a Desktop Support Engineer to join their end-user support team in Albuquerque, NM

This team is providing tier 2 support for computer software and hardware issues for their on-site and remote internal customers. The ideal candidate will have had previous experience with workstation and server troubleshooting, laptop configurations and deployments, and experience managing AV support.

Responsibilities:

• Provide exceptional IT support (Incident and IMAC) to internal customers ensuring a high level of customer satisfaction
• Ensures service levels for customers are met, identifies opportunities for improvements and implements these as agreed upon
• Stage and configure machines for new hires and deploy new hardware as needed
• Work with the Build Center team to provide timely delivery on all hardware deployments
• Complete workstation replacements for users that qualify for new workstation replacements
• Test, configure, install and manage repair of all IT related equipment (hardware and software)
• Knowledge base documentation contribution
• Accurately log and track ticket related workload in a timely fashion
• Customer engagement – Ensure frequent and timely updates to internal customers regarding status of any outstanding issues and work that is in progress
• Form effective relationships with Business, Brands, Corporate functions, Delivery, Apps Support, fellow team members and External Service Providers
• Above all, focus on support of people as opposed to the technology

Requirements:

• 5+ years of relevant experience in IT support
• Tier 2 Corporate IT support exposure
• Thorough understanding of service desk and customer support environment
• Deadline-oriented with an appropriate sense of urgency and the ability to make quick and informed decisions
• Tolerance for ambiguity in a consistently changing environment
• High energy level and creative problem-solving abilities
• Excellent verbal, written and interpersonal communication skills with the ability to present complex ideas in clear, concise fashion to technical and non-technical internal customers
• Proven analytical, evaluative, and problem-solving abilities
• Expertise in MS Windows 10, OSX, iOS, MS O365, and MDM for mobile devices
• Remote desktop assistance tools (Nextthink), Automation & Scripting, ServiceNow, SCCM, JamF, Zoom, MS Teams, Slack

Title: Technical Support Specialist I

Location: Memphis TN 38103

Duration: 12+ Months

Shift: 7–4, 8–5, or 9–6 CST

Description:

• The main function of a Help Desk Specialist is to provide technical assistance to computer system users.
• A typical technical help desk specialist is responsible for answering questions or resolving computer problems for clients in person, via telephone or from a remote location.

Job Responsibilities:

• Answer user inquiries regarding computer software or hardware operation to resolve problems, typically of a lower complexity
• May install software or perform hardware testing remotely
• Enter commands and observe system functioning to verify correct operations and detect errors
• Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities
• Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support

Qualifications:

• Associate's degree in computer related field or equivalent training required
• 0-2 years experience required
• Verbal and written communication skills, problem solving skills, customer service and interpersonal skills
• Basic ability to work independently and manage one’s time
• Knowledge of computer software, such as configuration management software, desktop communications software, operating system software and internet directory services software

Training:

• 8–5 CST for approximately a month. After training, the schedule can be 7–4, 8–5, or 9–6 CST, depending.

Nevro (A subsidiary of Globus Medical) is a global medical device company . We are focused on delivering comprehensive, life-changing solutions that continue to set the standard for enduring patient outcomes in chronic pain treatment. The company started with a simple mission to help more patients suffering from debilitating pain and developed its proprietary 10 kHz Therapy, an evidence-based, non-pharmacologic innovation that has impacted the lives of more than 100,000 patients globally.

Position Summary :

Great Customer Experience is one of the keys to Nevro’s success. The Technical Support Specialist is one of the few roles in Nevro that has a direct customer touchpoint to resolve product and therapy questions or issues. This role is critical to ensure that the customer is served as best as we can to ensure that our product and therapy continues to deliver much needed relief to our customers.

The position requires good listening, verbal and written communication skills to accurately present technical information to our non-technical customers. Good organizational and multi-tasking skills is a must to succeed in this high paced environment. Successful candidates will need to have a good technical background with good problem-solving skills. The primary responsibility will be to troubleshoot and resolve active implantable medical devices issues by means of communication with the patients, doctors and field representatives, and simultaneously document the communication in approved system. This job is on-site in Audubon, PA.

Essential Functions :

• Answer phone calls from customers and patients, reply to emails from customers, patients and sales reps and document issues generated from company’s social media sites.
• Provide technical or clinical information to patients, doctors, and our field representatives with appropriate technical information to resolve product or procedural inquiries.
• Responds to situations where the first line of support has failed to resolve customer hardware and software issues.
• Use a combination of procedures and sound judgement to ensure that all inputs from all sources are evaluated for potential product complaints.
• Initiate all complaints in a timely and compliant manner as per process requirements.
• Conduct Good Faith Effort to follow-up on complaints as required.
• Help processing and closing complaints as needed or requested.
• Thoroughly document all information in various systems and ensure that all pertinent data is gather for efficient and thorough processing of product issues.
• Co-ordinate with other departments to help with information and data gathering from patients and customers.
• Documents all contacts via an approved tracking system per internal, FDA and ISO requirements.
• Maintain proper individual and team metrics to monitor and participate in projects to improve existing processes.
• Refine existing procedures or processes to include new knowledge from the field.
• Able to analyze and evaluate technologically complex devices.
• Provide on call coverage after hours routinely.
• Participate in departmental projects as assigned.
• Perform other related duties and responsibilities as assigned.

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Qualifications :

• BS degree in any scientific, technical or medical field
• 1+ years of working experience in a fast-paced customer service environment
• Knowledge of FDA regulations with respect to complaint handling a plus.
• Strong computer skills (hardware, software and networking)
• Basic working knowledge of Microsoft word, outlook and excel.
• Basic knowledge of interacting with ERP or other Database software.
• Needs demonstrated written and verbal communication.
• Experience with class III medical devices preferred.
• Prior experience in complaint handling for medical devices a plus

Physical Demands :

The physical demands listed here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Required to sit; climb or balance; and stoop, kneel, crouch or crawl
• Required to regularly lift and/or move up to 10 pounds, and occasionally lift and/or move up to 25 pounds
• Required to possess specific visons abilities, including: close vision, distance vision, color vision, peripheral vision, depth perception and capacity to adjust focus