35 Support Services jobs in Fruitland
Technical Support Specialist - Cloud Services
83701 Emmett, Idaho
$60000 Annually
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Our client is seeking a dedicated and knowledgeable Technical Support Specialist to provide exceptional helpdesk and troubleshooting services for their cloud-based software solutions, operating from Boise, Idaho, US . This role is crucial for ensuring client satisfaction by resolving technical issues promptly and effectively. You will be the first point of contact for clients experiencing problems with the platform, utilizing various communication channels such as phone, email, and chat. Responsibilities include diagnosing and troubleshooting software issues, guiding users through step-by-step solutions, escalating complex problems to higher-level support or engineering teams when necessary, and documenting all support interactions and resolutions in a ticketing system. A strong understanding of cloud computing concepts, SaaS applications, and common IT infrastructure is essential. The ideal candidate will possess excellent communication skills, a patient and empathetic demeanor, and a passion for problem-solving. You should be adept at explaining technical information clearly to users with varying levels of technical expertise. Experience with remote support tools and a solid grasp of operating systems (Windows, macOS) and networking fundamentals are required. This position offers a great opportunity to grow within a dynamic tech company, working with innovative cloud technologies and contributing to a positive client experience.
Responsibilities:
Responsibilities:
- Provide technical support to clients via phone, email, and chat.
- Diagnose and resolve software and hardware issues.
- Guide users through product features and troubleshooting steps.
- Escalate unresolved issues to appropriate internal teams.
- Document all support interactions and resolutions in a ticketing system.
- Maintain a high level of customer satisfaction.
- Assist with user account management and software installations.
- Contribute to the knowledge base with solutions and FAQs.
- Identify recurring technical issues and suggest product improvements.
- Stay up-to-date with product updates and technical advancements.
- Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent experience.
- Minimum of 3 years of experience in technical support or helpdesk roles.
- Experience supporting cloud-based software or SaaS applications.
- Proficiency with ticketing systems (e.g., Zendesk, Jira Service Desk).
- Strong knowledge of operating systems (Windows, macOS) and common software applications.
- Familiarity with networking concepts and troubleshooting.
- Excellent problem-solving, analytical, and communication skills.
- Ability to explain technical concepts clearly to non-technical users.
- Customer-focused attitude and strong interpersonal skills.
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0
Technical Support Specialist
83702 Emmett, Idaho
$65000 Annually
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Our client, a leading provider of innovative software solutions, is seeking a dedicated and customer-focused Technical Support Specialist to join their expanding team in Boise, Idaho, US . This role is essential in ensuring our clients receive timely and effective technical assistance, maximizing their user experience and satisfaction with our cutting-edge products. The ideal candidate will possess a strong aptitude for troubleshooting, excellent communication skills, and a passion for resolving technical issues.
As a Technical Support Specialist, your primary responsibilities will include responding to customer inquiries via phone, email, and chat, diagnosing and resolving software and hardware issues, and documenting all support interactions in our ticketing system. You will be responsible for providing clear, concise, and actionable guidance to users, ensuring a high level of customer satisfaction. This involves actively listening to customer concerns, identifying the root cause of problems, and implementing effective solutions.
You will also be tasked with escalating complex issues to higher-level support or engineering teams when necessary, ensuring that all tickets are resolved within agreed-upon service level agreements (SLAs). Creating and updating knowledge base articles, FAQs, and troubleshooting guides to empower users and reduce the volume of recurring support requests will be a key part of your proactive approach. Staying up-to-date with product updates, new features, and common technical issues will be crucial for maintaining your expertise.
**Qualifications:**
As a Technical Support Specialist, your primary responsibilities will include responding to customer inquiries via phone, email, and chat, diagnosing and resolving software and hardware issues, and documenting all support interactions in our ticketing system. You will be responsible for providing clear, concise, and actionable guidance to users, ensuring a high level of customer satisfaction. This involves actively listening to customer concerns, identifying the root cause of problems, and implementing effective solutions.
You will also be tasked with escalating complex issues to higher-level support or engineering teams when necessary, ensuring that all tickets are resolved within agreed-upon service level agreements (SLAs). Creating and updating knowledge base articles, FAQs, and troubleshooting guides to empower users and reduce the volume of recurring support requests will be a key part of your proactive approach. Staying up-to-date with product updates, new features, and common technical issues will be crucial for maintaining your expertise.
**Qualifications:**
- Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- Minimum of 2-3 years of experience in technical support, helpdesk, or customer service roles, preferably in the software industry.
- Proficiency in troubleshooting common operating system issues (Windows, macOS) and network connectivity problems.
- Experience with CRM or ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Familiarity with remote support tools.
- Excellent problem-solving and analytical skills.
- Strong interpersonal and communication skills, both written and verbal.
- Ability to multitask and manage time effectively in a dynamic environment.
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1
Technical Support Lead
83702 Emmett, Idaho
$75000 Annually
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Our client is seeking an experienced and customer-focused Technical Support Lead to guide their helpdesk operations in Boise, Idaho, US . This leadership role will be responsible for managing a team of technical support specialists, ensuring the efficient and effective resolution of customer issues. You will oversee the daily operations of the helpdesk, including ticket management, user support, and knowledge base development. The ideal candidate will have a strong technical background, excellent problem-solving skills, and a passion for delivering exceptional customer service. Responsibilities include training and mentoring support staff, monitoring performance metrics, and implementing process improvements to enhance customer satisfaction. You will also be involved in escalations, troubleshooting complex technical problems, and liaising with other departments to resolve systemic issues. We are looking for a proactive, organized, and communicative leader who can motivate their team and contribute to a positive support experience for all users. This is a great opportunity to make a significant impact on customer satisfaction and operational efficiency.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Lead and manage a team of technical support specialists
- Oversee helpdesk operations and ensure timely resolution of customer issues
- Develop and implement support processes and best practices
- Train and mentor support staff on technical skills and customer service
- Monitor key performance indicators (KPIs) for the support team
- Handle escalated technical issues and provide advanced troubleshooting
- Create and maintain a comprehensive knowledge base
- Collaborate with IT and other departments to resolve user problems
Qualifications:
- Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field
- Minimum of 5 years of experience in technical support or helpdesk operations
- Minimum of 2 years of experience in a leadership or supervisory role
- Strong knowledge of operating systems, hardware, and software troubleshooting
- Experience with ticketing systems (e.g., Zendesk, ServiceNow)
- Excellent customer service, communication, and problem-solving skills
- Ability to work effectively in a fast-paced environment
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2
Lead Technical Support Engineer
83702 Emmett, Idaho
$75000 Annually
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Our client is looking for a Lead Technical Support Engineer to join their growing IT department in **Boise, Idaho**. This role is essential for providing top-tier technical assistance to our internal users and external clients, ensuring seamless operation of our IT infrastructure. As the Lead, you will be responsible for troubleshooting complex hardware, software, and network issues, diagnosing problems, and implementing effective solutions. You will also mentor and guide a team of support technicians, manage support ticket queues, and develop strategies to improve response times and first-contact resolution rates. This position requires a deep understanding of various operating systems, CRM systems, and common business applications. You will be involved in creating and maintaining technical documentation, knowledge base articles, and user guides. The ideal candidate will have a strong background in customer service, exceptional problem-solving skills, and the ability to communicate technical information clearly to both technical and non-technical audiences. Experience with ITIL frameworks and process improvement initiatives is a significant advantage. You will be the primary point of escalation for challenging technical problems, requiring excellent analytical thinking and a calm demeanor under pressure. This role offers the opportunity to make a significant impact on user experience and operational efficiency. We are seeking a proactive individual who can identify trends in support requests and implement preventative measures to reduce future issues. Your leadership will be instrumental in fostering a culture of technical excellence and customer satisfaction within the support team.
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3
Senior Technical Support Specialist
83702 Emmett, Idaho
$70000 Annually
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Our client is seeking a highly skilled and customer-focused Senior Technical Support Specialist to join our dedicated support team in Boise, Idaho, US . This role is crucial for providing advanced technical assistance and troubleshooting for our innovative software products and services. The ideal candidate will possess in-depth knowledge of our product suite, operating systems, and common IT infrastructure. You will be responsible for resolving complex customer issues, documenting solutions, and contributing to the knowledge base to empower both customers and the support team.
Key responsibilities include diagnosing and resolving technical problems via phone, email, and chat, escalating issues as needed, and ensuring timely resolution to maintain high levels of customer satisfaction. You will also play a key role in identifying recurring issues and collaborating with the product development team to implement long-term solutions. The ability to explain technical concepts clearly to non-technical users is paramount. This position requires strong analytical and problem-solving skills, with a commitment to delivering exceptional customer service.
We are looking for an empathetic and patient individual with excellent communication and interpersonal skills. A Bachelor's degree in Computer Science, Information Technology, or a related field is preferred, or equivalent practical experience. A minimum of 5 years of experience in technical support or a similar customer-facing IT role is required. Proven experience with CRM software and ticketing systems is essential. Experience supporting enterprise-level software or SaaS products is a significant advantage. Certifications such as CompTIA A+, Network+, or Microsoft Certified are a plus. If you are passionate about technology and dedicated to helping customers succeed, we encourage you to apply.
Key responsibilities include diagnosing and resolving technical problems via phone, email, and chat, escalating issues as needed, and ensuring timely resolution to maintain high levels of customer satisfaction. You will also play a key role in identifying recurring issues and collaborating with the product development team to implement long-term solutions. The ability to explain technical concepts clearly to non-technical users is paramount. This position requires strong analytical and problem-solving skills, with a commitment to delivering exceptional customer service.
We are looking for an empathetic and patient individual with excellent communication and interpersonal skills. A Bachelor's degree in Computer Science, Information Technology, or a related field is preferred, or equivalent practical experience. A minimum of 5 years of experience in technical support or a similar customer-facing IT role is required. Proven experience with CRM software and ticketing systems is essential. Experience supporting enterprise-level software or SaaS products is a significant advantage. Certifications such as CompTIA A+, Network+, or Microsoft Certified are a plus. If you are passionate about technology and dedicated to helping customers succeed, we encourage you to apply.
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4
Senior Technical Support Specialist
83702 Emmett, Idaho
$70000 Annually
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Our client is seeking a highly skilled and customer-focused Senior Technical Support Specialist to join their dynamic team in Boise, Idaho, US . This role is crucial for providing advanced technical assistance and problem resolution to a diverse client base. You will be responsible for diagnosing and resolving complex software and hardware issues, escalating tickets when necessary, and documenting solutions in a knowledge base. The ideal candidate will possess deep technical expertise across various operating systems, network protocols, and common business applications. Excellent communication skills are paramount, as you will be interacting with clients via phone, email, and chat, often explaining technical concepts to non-technical users. This position also involves mentoring junior support staff, contributing to the development of support documentation, and identifying trends in support requests to suggest product improvements. You will play a key role in ensuring high levels of customer satisfaction and contributing to the overall efficiency of the support department. Proactive problem-solving, a strong understanding of ITIL best practices, and the ability to manage multiple priorities in a fast-paced environment are essential. Join a company that values innovation and customer success.
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5
Senior Technical Support Specialist
83702 Emmett, Idaho
$75000 Annually
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Job Description
Our client is seeking a highly skilled and customer-focused Senior Technical Support Specialist to provide expert assistance to users remotely. This role is vital for ensuring timely and effective resolution of complex technical issues, thereby maintaining high levels of customer satisfaction. You will be responsible for diagnosing and troubleshooting hardware, software, and network problems, providing clear and concise guidance to end-users. Key responsibilities include managing support tickets, documenting solutions, and contributing to the knowledge base. The ideal candidate will possess a strong technical aptitude, excellent problem-solving skills, and a deep understanding of various operating systems, applications, and IT infrastructure. Experience with remote support tools and ticketing systems (e.g., Zendesk, ServiceNow) is essential. You will also be involved in training junior support staff and identifying trends in support requests to recommend product improvements. A Bachelor's degree in Computer Science, Information Technology, or a related field, along with a minimum of 4 years of experience in technical support or a similar IT role, is required. Industry certifications such as CompTIA A+, Network+, or Microsoft Certified Professional are highly valued. If you are a proactive problem-solver with exceptional communication skills and a commitment to delivering outstanding customer service in a remote setting, we encourage you to apply.
- Provide expert technical support to end-users.
- Diagnose and resolve complex hardware and software issues.
- Manage and prioritize support tickets efficiently.
- Document technical solutions and create knowledge base articles.
- Assist in training and mentoring junior support staff.
- Identify recurring technical problems and suggest solutions.
- Communicate technical information clearly to non-technical users.
- Utilize remote support tools and technologies effectively.
- Maintain high customer satisfaction ratings.
- Relevant IT certifications preferred.
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6
Senior Technical Support Specialist
83702 Emmett, Idaho
$70000 Annually
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Job Description
Our client, a leading provider of innovative software solutions, is looking for an experienced Senior Technical Support Specialist to join their dedicated team in Boise, Idaho, US . In this role, you will be the primary point of contact for complex technical issues, providing advanced troubleshooting and resolution for our diverse clientele. You will leverage your deep technical expertise to ensure customer satisfaction and maintain the high standards of support that our company is known for.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Provide advanced technical support and troubleshooting for our suite of software products via phone, email, and chat.
- Analyze and diagnose complex technical problems, identifying root causes and implementing effective solutions.
- Escalate unresolved issues to engineering or development teams, providing detailed documentation and context.
- Develop and maintain a knowledge base of common issues, solutions, and product documentation.
- Train and mentor junior support staff, sharing technical knowledge and best practices.
- Collaborate with product management and engineering teams to provide feedback on product issues and potential improvements.
- Manage customer relationships, ensuring timely and satisfactory resolution of all support requests.
- Proactively identify trends in customer issues and suggest preventative measures.
- Participate in the testing and deployment of new software releases.
- Contribute to the continuous improvement of support processes and customer service quality.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- Minimum of 4-6 years of experience in technical support or a similar customer-facing IT role.
- Proven expertise in troubleshooting software applications, operating systems (Windows, macOS, Linux), and network configurations.
- Strong understanding of databases, SQL, and API integrations.
- Excellent analytical, problem-solving, and diagnostic skills.
- Exceptional customer service and communication skills, both written and verbal.
- Ability to explain technical concepts clearly to users with varying levels of technical understanding.
- Experience with helpdesk ticketing systems (e.g., Zendesk, ServiceNow).
- Ability to work independently and manage multiple priorities in a fast-paced environment.
- Prior experience in a senior support role is highly desirable.
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7
Senior Technical Support Engineer
83701 Emmett, Idaho
$85000 Annually
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Job Description
Our client is a rapidly growing technology company providing innovative software solutions to businesses worldwide. We are seeking a highly skilled and motivated Senior Technical Support Engineer to join our dedicated customer success team based remotely, with a focus on supporting clients in Boise, Idaho, US and surrounding regions. This role is crucial in providing advanced technical assistance to our customers, resolving complex issues, and ensuring their success with our products. The ideal candidate will have a deep understanding of software troubleshooting, network diagnostics, system administration, and cloud-based technologies. You will be responsible for handling escalated support tickets, diagnosing intricate software and hardware problems, providing clear and concise solutions, and documenting technical procedures. This position requires exceptional analytical and problem-solving skills, combined with outstanding communication and interpersonal abilities to effectively interact with clients from diverse technical backgrounds. You will also play a key role in training junior support staff, contributing to knowledge base articles, and identifying product improvement opportunities based on customer feedback. If you are passionate about technology, customer service, and possess a strong technical aptitude, we invite you to apply and contribute to our mission of delivering exceptional customer experiences.
Key Responsibilities:
Key Responsibilities:
- Provide advanced technical support and troubleshooting for complex customer issues related to our software products.
- Diagnose, troubleshoot, and resolve software, hardware, and network-related problems effectively and efficiently.
- Serve as a point of escalation for technical support tickets, ensuring timely and satisfactory resolution.
- Document technical issues, solutions, and troubleshooting steps in a comprehensive knowledge base.
- Collaborate with engineering and product teams to identify and address product defects and enhancement requests.
- Develop and deliver training sessions for junior technical support staff and customers.
- Maintain a high level of customer satisfaction through professional and empathetic communication.
- Monitor system performance and proactively identify potential issues.
- Contribute to the continuous improvement of support processes and tools.
- Adhere to service level agreements (SLAs) and internal quality standards.
- Bachelor's degree in Computer Science, Information Technology, or a related technical field.
- Minimum of 6 years of experience in technical support, helpdesk, or a similar IT role.
- Proven expertise in diagnosing and resolving complex software and hardware issues.
- Strong understanding of operating systems (Windows, macOS, Linux), networking protocols (TCP/IP, DNS, DHCP), and cloud platforms (AWS, Azure).
- Excellent problem-solving, analytical, and critical thinking skills.
- Exceptional customer service and communication skills, both written and verbal.
- Ability to explain technical concepts clearly to non-technical users.
- Experience with ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools.
- Certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP) are a plus.
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8
Technical Support Team Lead
83701 Emmett, Idaho
$70000 Annually
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Job Description
Our client is a growing technology solutions provider looking for a proactive and skilled Technical Support Team Lead to manage their customer support operations in Boise, Idaho, US . This leadership role is vital for ensuring excellent customer service and efficient resolution of technical issues. The ideal candidate will possess strong technical expertise, exceptional leadership qualities, and a passion for customer satisfaction. You will be responsible for guiding a team of support specialists, improving support processes, and escalating complex technical problems.
Responsibilities:
Responsibilities:
- Lead, mentor, and manage a team of technical support specialists, fostering a positive and productive work environment.
- Oversee the daily operations of the technical support department, ensuring timely and effective resolution of customer inquiries and technical issues.
- Develop and implement support policies, procedures, and best practices to enhance customer service quality.
- Monitor support ticket queues, ensuring Service Level Agreements (SLAs) are met.
- Provide Tier 2 and Tier 3 technical support for complex hardware, software, and network issues.
- Train and onboard new support team members, providing ongoing coaching and performance feedback.
- Analyze support trends and identify recurring issues, recommending solutions and product improvements.
- Collaborate with engineering and product development teams to resolve escalated issues and provide feedback on product functionality.
- Create and maintain technical documentation, knowledge base articles, and user guides.
- Manage customer escalations and ensure satisfactory resolution.
- Track and report on key support metrics, such as first-call resolution rates, customer satisfaction scores, and ticket volume.
- Identify opportunities for automation and process improvement within the support function.
- Ensure the team remains up-to-date with product knowledge and technical advancements.
- Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
- 3-5 years of experience in technical support or customer service, with at least 1 year in a lead or supervisory role.
- Strong technical proficiency in troubleshooting operating systems (Windows, macOS, Linux), hardware, software applications, and network connectivity.
- Experience with helpdesk ticketing systems (e.g., Zendesk, ServiceNow).
- Excellent communication, interpersonal, and problem-solving skills.
- Ability to lead and motivate a team effectively.
- Experience in creating and managing knowledge bases.
- Familiarity with ITIL best practices is a plus.
- Ability to manage multiple priorities and work under pressure.
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