920 Technical Specialists jobs in Maryland

Our client is looking for a proficient and customer-focused Technical Support Specialist to join their team in Baltimore, Maryland, US . This hybrid role is vital for providing exceptional technical assistance to our user base, resolving hardware, software, and network-related issues efficiently and effectively. You will be responsible for troubleshooting complex technical problems, guiding users through step-by-step solutions, and documenting support activities. The ideal candidate will have a strong understanding of operating systems (Windows, macOS), common software applications, and basic networking concepts. Excellent communication and interpersonal skills are essential for explaining technical information to non-technical users. You will manage support tickets, prioritize issues based on urgency, and escalate unresolved problems to appropriate teams. Experience with remote support tools and a proven ability to diagnose and resolve a wide range of technical challenges are required. Responsibilities include installing, configuring, and maintaining computer hardware and software, as well as educating users on best practices for IT security and system usage. This hybrid position offers a blend of in-office collaboration and remote work flexibility, fostering both team engagement and individual autonomy. We are seeking a proactive problem-solver with a passion for technology and a commitment to delivering outstanding customer service. A minimum of 2-3 years of experience in a technical support role is preferred. Join a supportive environment where your technical expertise and dedication to user satisfaction are highly valued.

**Why UKG:**
At UKG, the work you do matters. The code you ship, the decisions you make, and the care you show a customer all add up to real impact. Today, tens of millions of workers start and end their days with our workforce operating platform. Helping people get paid, grow in their careers, and shape the future of their industries. That's what we do.
We never stop learning. We never stop challenging the norm. We push for better, and we celebrate the wins along the way. Here, you'll get flexibility that's real, benefits you can count on, and a team that succeeds together. Because at UKG, your work matters-and so do you.
**About the Team:**
We are looking for the next member of our outstanding customer support team! Technical Support Technicians are responsible for supporting our customers at the highest level. You will build long-term relationships with our customers by acting as an advocate for them. The Technical Support Technician will not only respond to incoming inquiries but will also communicate tailored responses based on the customer's specific setups and needs. You will ensure our customers' success on our platform.
**About the Role:**
You will form relationships and build trust with customers. When working with a customer, you can gather the right information from them to provide complete solutions for their needs. You relay issues and requests to the development team when necessary. This role requires you to be technically minded, organized, naturally curious, and efficient in how you approach your daily workload. You'll understand that SaaS businesses sell a service, not just a product and look for every opportunity to delight customers and users.
**Responsibilities:**
+ Demonstrate the value of UKG to our customers every day by providing amazing customer support
+ Build & strengthen customer relationships, including identifying upsell opportunities
+ Address, resolve, and record any customer issues that arise pertaining to business growth, billing, and general account satisfaction
+ Manage incoming calls and emails and handle all necessary follow-up
+ Respond to a variety of technical and non-technical inquiries with a sense of urgency
+ Enable features for clients on request and periodically assist with data management tasks and data uploads on behalf of customers
+ Identify, prioritize, and resolve client issues/concerns; coordinate with appropriate internal departments to provide responses and/or solutions
+ Create and maintain articles or videos for common issues
+ Monitor user behaviors to identify and address potential concerns before they escalate
+ Act as a bridge between customers and product teams to advocate for user needs and drive product enhancements
+ Develop and maintain strong relationships with colleagues and customers to ensure maximum satisfaction and retention levels
+ Participate in customer support standby rotations outside of regular business hours
+ Become an expert in the features and benefits of the platform
+ Provide detailed training to our customers on how to perform various functions on both platforms both verbally and in writing
**Basic Qualifications:**
+ 3+ years of software technical support experience in a customer support role
+ Experience with tools like Salesforce, or similar ticketing systems
**Preferred Qualifications::**
+ Excellent verbal and written communication skills
+ Must be personable and enjoy working with people in an entirely customer-facing role
+ Organized, detail-oriented, and able to support many clients at once. Ability to deal with ambiguity and structure the unstructured
+ Demonstrated ability to work both collaboratively as part of a team and independently with minimal supervision
+ Strong problem-resolution skills and proven ability to engage and interact with internal teams to resolve client issues
+ Work logically to diagnose and resolve basic to intermediate issues and recognize circumstances that require escalation
+ Tech-savvy with a strong ability to quickly learn software
+ Ability to review customer data to identify trends and recommend improvements
+ Experience with MS Office and multiple internet browsers
+ Comfortable working in a remote environment with video-conferencing tools
+ Experience in the Workforce Management domain preferred
+ Familiarity with the SDLC, Java and/or SQL preferred
**Company Overview:**
UKG is the Workforce Operating Platform that puts workforce understanding to work. With the world's largest collection of workforce insights, and people-first AI, our ability to reveal unseen ways to build trust, amplify productivity, and empower talent, is unmatched. It's this expertise that equips our customers with the intelligence to solve any challenge in any industry - because great organizations know their workforce is their competitive edge. Learn more at ukg.com.
Equal Opportunity Employer
UKG is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, disability, religion, sex, age, national origin, veteran status, genetic information, and other legally protected categories.
View The EEO Know Your Rights poster ( participates in E-Verify. View the E-Verify posters here ( .
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.
Disability Accommodation in the Application and Interview Process
For individuals with disabilities that need additional assistance at any point in the application and interview process, please email .
The pay range for this position is $51,600 to $0,000 ( 24.80 per hour to 33.65 per hour), however, base pay offered may vary depending on skills, experience, job-related knowledge and location. This position is also eligible for a short-term incentive and a long-term incentive as part of total compensation. Information about UKG's comprehensive benefits can be reviewed on our careers site at is the policy of Ultimate Software to promote and assure equal employment opportunity for all current and prospective Peeps without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status entitled to protection under federal, state, or local anti-discrimination laws. This policy governs all matters related to recruitment, advertising, and initial selection of employment. It shall also apply to all other aspects of employment, including, but not limited to, compensation, promotion, demotion, transfer, lay-offs, terminations, leave of absence, and training opportunities.

**Why UKG:**
At UKG, the work you do matters. The code you ship, the decisions you make, and the care you show a customer all add up to real impact. Today, tens of millions of workers start and end their days with our workforce operating platform. Helping people get paid, grow in their careers, and shape the future of their industries. That's what we do.
We never stop learning. We never stop challenging the norm. We push for better, and we celebrate the wins along the way. Here, you'll get flexibility that's real, benefits you can count on, and a team that succeeds together. Because at UKG, your work matters-and so do you.
**About the Team:**
We are looking for the next member of our outstanding customer support team! Technical Support Technicians are responsible for supporting our customers at the highest level. You will build long-term relationships with our customers by acting as an advocate for them. The Technical Support Technician will not only respond to incoming inquiries but will also communicate tailored responses based on the customer's specific setups and needs. You will ensure our customers' success on our platform.
**About the Role:**
You will form relationships and build trust with customers. When working with a customer, you can gather the right information from them to provide complete solutions for their needs. You relay issues and requests to the development team when necessary. This role requires you to be technically minded, organized, naturally curious, and efficient in how you approach your daily workload. You'll understand that SaaS businesses sell a service, not just a product and look for every opportunity to delight customers and users.
**Responsibilities:**
+ Demonstrate the value of UKG to our customers every day by providing amazing customer support
+ Build & strengthen customer relationships, including identifying upsell opportunities
+ Address, resolve, and record any customer issues that arise pertaining to business growth, billing, and general account satisfaction
+ Manage incoming calls and emails and handle all necessary follow-up
+ Respond to a variety of technical and non-technical inquiries with a sense of urgency
+ Enable features for clients on request and periodically assist with data management tasks and data uploads on behalf of customers
+ Identify, prioritize, and resolve client issues/concerns; coordinate with appropriate internal departments to provide responses and/or solutions
+ Create and maintain articles or videos for common issues
+ Monitor user behaviors to identify and address potential concerns before they escalate
+ Act as a bridge between customers and product teams to advocate for user needs and drive product enhancements
+ Develop and maintain strong relationships with colleagues and customers to ensure maximum satisfaction and retention levels
+ Participate in customer support standby rotations outside of regular business hours
+ Become an expert in the features and benefits of the platform
+ Provide detailed training to our customers on how to perform various functions on both platforms both verbally and in writing
**Basic Qualifications:**
+ 3+ years of software technical support experience in a customer support role
+ Experience with tools like Salesforce, or similar ticketing systems
**Preferred Qualifications::**
+ Excellent verbal and written communication skills
+ Must be personable and enjoy working with people in an entirely customer-facing role
+ Organized, detail-oriented, and able to support many clients at once. Ability to deal with ambiguity and structure the unstructured
+ Demonstrated ability to work both collaboratively as part of a team and independently with minimal supervision
+ Strong problem-resolution skills and proven ability to engage and interact with internal teams to resolve client issues
+ Work logically to diagnose and resolve basic to intermediate issues and recognize circumstances that require escalation
+ Tech-savvy with a strong ability to quickly learn software
+ Ability to review customer data to identify trends and recommend improvements
+ Experience with MS Office and multiple internet browsers
+ Comfortable working in a remote environment with video-conferencing tools
+ Experience in the Workforce Management domain preferred
+ Familiarity with the SDLC, Java and/or SQL preferred
**Company Overview:**
UKG is the Workforce Operating Platform that puts workforce understanding to work. With the world's largest collection of workforce insights, and people-first AI, our ability to reveal unseen ways to build trust, amplify productivity, and empower talent, is unmatched. It's this expertise that equips our customers with the intelligence to solve any challenge in any industry - because great organizations know their workforce is their competitive edge. Learn more at ukg.com.
Equal Opportunity Employer
UKG is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, disability, religion, sex, age, national origin, veteran status, genetic information, and other legally protected categories.
View The EEO Know Your Rights poster ( participates in E-Verify. View the E-Verify posters here ( .
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.
Disability Accommodation in the Application and Interview Process
For individuals with disabilities that need additional assistance at any point in the application and interview process, please email .
The pay range for this position is $51,600 to $0,000 ( 24.80 per hour to 33.65 per hour), however, base pay offered may vary depending on skills, experience, job-related knowledge and location. This position is also eligible for a short-term incentive and a long-term incentive as part of total compensation. Information about UKG's comprehensive benefits can be reviewed on our careers site at is the policy of Ultimate Software to promote and assure equal employment opportunity for all current and prospective Peeps without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status entitled to protection under federal, state, or local anti-discrimination laws. This policy governs all matters related to recruitment, advertising, and initial selection of employment. It shall also apply to all other aspects of employment, including, but not limited to, compensation, promotion, demotion, transfer, lay-offs, terminations, leave of absence, and training opportunities.

**About JLG, an Oshkosh company**
**JLG began in 1969, when our founder, John L. Grove set out to resolve growing safety concerns in the construction industry. Since then we have been committed to understanding the challenges and delivering innovative solutions to the access market. We partner with customers to provide quality equipment, training opportunities and trusted support within the access industry. We are a global company, and our products-including mobile elevating work platforms, telehandlers, utility vehicles and accessories-can be found all over the world.**
SUMMARY:
Responsible for supporting enterprise organization information technology requests, incident management, and outages. Appropriately route problems to the correct point of contact for immediate resolution or further escalation. Ensure customer satisfaction and operational excellence across enterprise end users.
YOUR IMPACT:
-Providing day-to-day operational support and troubleshooting for the end user support ecosystem using appropriate standards for installation, configuration, response time, and ensure customer support excellence.
-Working on small projects and operational tasks
-Intimate knowledge of the ITIL process, ticket resolution, and stakeholder response
-Enhance technical knowledge and capabilities through training, understanding technical/organizational direction, and cross-training.
-Support and troubleshoot software applications on desktop and laptop computers, including basic to advanced operations and general computer use.
-Foundational troubleshooting network and connection issues for AV equipment, OT gear, and telephony (Cisco/Avaya).
-Document user requests and actions in ServiceNow ticketing system.
-Foundational troubleshooting client device break-fix, IMAC, imaging, and incident response support (PC, laptop, iPad, USB encryption, etc.).
-Directly engage stakeholders on incident response and event management escalations through timely response and excellent customer support
-Contribute to helpdesk SOPs and training manuals for level I and II support.
-Utilize office product suites, including M365 cloud applications (Word, Excel, PowerPoint, Outlook, OneDrive, Teams, etc.).
-Other duties as assigned.
-Regular attendance is required.
MINIMUM QUALIFICATIONS:
- Two (2) or more years of experience in the field or in a related area.
- Hardware, operating systems, ITSM, ITIL
- Written and verbal communication skills, customer service, issue resolution, and problem solving
STANDOUT QUALIFICATIONS:
- Bachelors degree in Information Technology or related field.
**Pay Range:**
$56,600.00 - $88,400.00
The above pay range reflects the minimum and maximum target pay for the position across all U.S. locations. Within this range, individual pay is determined by various factors, including the scope and responsibilities of the role, the candidate's experience, education and skills, as well as the equity of pay among team members in similar positions. Beyond offering a competitive total rewards package, we prioritize a people-first culture and offer various opportunities to support team member growth and success.
Oshkosh is committed to working with and offering reasonable accommodation to job applicants with disabilities. If you need assistance or an accommodation due to disability for any part of the employment process, please contact us at
Oshkosh Corporation is a merit-based Equal Opportunity Employer. Job opportunities are open for application to all qualified individuals and selection decisions are made without regard to race, color, religion, sex, national origin, age, disability, veteran status, or other protected characteristic. To the extent that information is provided or collected regarding categories as provided by law it will in no way affect the decision regarding an employment application.
Oshkosh Corporation will not discharge or in any manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with Oshkosh Corporation's legal duty to furnish information.
Certain positions with Oshkosh Corporation require access to controlled goods and technologies subject to the International Traffic in Arms Regulations or the Export Administration Regulations. Applicants for these positions may need to be "U.S. Persons," as defined in these regulations. Generally, a "U.S. Person" is a U.S. citizen, lawful permanent resident, or an individual who has been admitted as a refugee or granted asylum.

**About JLG, an Oshkosh company**
**JLG began in 1969, when our founder, John L. Grove set out to resolve growing safety concerns in the construction industry. Since then we have been committed to understanding the challenges and delivering innovative solutions to the access market. We partner with customers to provide quality equipment, training opportunities and trusted support within the access industry. We are a global company, and our products-including mobile elevating work platforms, telehandlers, utility vehicles and accessories-can be found all over the world.**
SUMMARY:
Responsible for supporting enterprise organization information technology requests, incident management, and outages. Appropriately route problems to the correct point of contact for immediate resolution or further escalation. Ensure customer satisfaction and operational excellence across enterprise end users.
YOUR IMPACT:
-Providing day-to-day operational support and troubleshooting for the end user support ecosystem using appropriate standards for installation, configuration, response time, and ensure customer support excellence.
-Working on small projects and operational tasks
-Intimate knowledge of the ITIL process, ticket resolution, and stakeholder response
-Enhance technical knowledge and capabilities through training, understanding technical/organizational direction, and cross-training.
-Support and troubleshoot software applications on desktop and laptop computers, including basic to advanced operations and general computer use.
-Foundational troubleshooting network and connection issues for AV equipment, OT gear, and telephony (Cisco/Avaya).
-Document user requests and actions in ServiceNow ticketing system.
-Foundational troubleshooting client device break-fix, IMAC, imaging, and incident response support (PC, laptop, iPad, USB encryption, etc.).
-Directly engage stakeholders on incident response and event management escalations through timely response and excellent customer support
-Contribute to helpdesk SOPs and training manuals for level I and II support.
-Utilize office product suites, including M365 cloud applications (Word, Excel, PowerPoint, Outlook, OneDrive, Teams, etc.).
-Other duties as assigned.
-Regular attendance is required.
MINIMUM QUALIFICATIONS:
- Two (2) or more years of experience in the field or in a related area.
- Hardware, operating systems, ITSM, ITIL
- Written and verbal communication skills, customer service, issue resolution, and problem solving
STANDOUT QUALIFICATIONS:
- Bachelors degree in Information Technology or related field.
**Pay Range:**
$56,600.00 - $88,400.00
The above pay range reflects the minimum and maximum target pay for the position across all U.S. locations. Within this range, individual pay is determined by various factors, including the scope and responsibilities of the role, the candidate's experience, education and skills, as well as the equity of pay among team members in similar positions. Beyond offering a competitive total rewards package, we prioritize a people-first culture and offer various opportunities to support team member growth and success.
Oshkosh is committed to working with and offering reasonable accommodation to job applicants with disabilities. If you need assistance or an accommodation due to disability for any part of the employment process, please contact us at
Oshkosh Corporation is a merit-based Equal Opportunity Employer. Job opportunities are open for application to all qualified individuals and selection decisions are made without regard to race, color, religion, sex, national origin, age, disability, veteran status, or other protected characteristic. To the extent that information is provided or collected regarding categories as provided by law it will in no way affect the decision regarding an employment application.
Oshkosh Corporation will not discharge or in any manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with Oshkosh Corporation's legal duty to furnish information.
Certain positions with Oshkosh Corporation require access to controlled goods and technologies subject to the International Traffic in Arms Regulations or the Export Administration Regulations. Applicants for these positions may need to be "U.S. Persons," as defined in these regulations. Generally, a "U.S. Person" is a U.S. citizen, lawful permanent resident, or an individual who has been admitted as a refugee or granted asylum.

Our client is seeking a highly skilled and customer-focused Senior Technical Support Specialist to join their dedicated support team. This role is integral to providing expert-level assistance and resolving complex technical issues for our user base. You will be responsible for diagnosing and troubleshooting hardware, software, and network problems, escalating issues as necessary, and documenting solutions. The ideal candidate will possess exceptional problem-solving abilities, deep technical knowledge across various platforms, and outstanding communication skills. This is an on-site position based in our Baltimore, Maryland, US office, requiring close collaboration with colleagues and direct user interaction.

Key Responsibilities:

• Provide advanced technical support to end-users via phone, email, and in-person.
• Diagnose and resolve complex hardware, software, and network issues.
• Troubleshoot operating systems (Windows, macOS, Linux) and enterprise applications.
• Manage and resolve escalated support tickets within service level agreements (SLAs).
• Create and maintain technical documentation, knowledge base articles, and user guides.
• Install, configure, and maintain workstations, peripherals, and mobile devices.
• Assist with system upgrades, migrations, and deployments.
• Identify recurring technical issues and propose solutions to prevent future occurrences.
• Collaborate with IT infrastructure and development teams to resolve issues.
• Mentor junior support staff and share technical expertise.
• Contribute to improving support processes and customer satisfaction.
• Manage user accounts and permissions within various IT systems.

Qualifications:

• Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent experience.
• Minimum of 5 years of experience in technical support or IT helpdesk roles.
• Extensive knowledge of Windows and macOS operating systems.
• Proficiency in troubleshooting network connectivity, TCP/IP, DNS, and VPN.
• Experience with mobile device management (MDM) solutions.
• Familiarity with common business software and productivity suites.
• Strong analytical and problem-solving skills.
• Excellent communication, interpersonal, and customer service skills.
• Ability to explain technical concepts clearly to non-technical users.
• IT certifications (e.g., CompTIA A+, Network+, MCSE) are a plus.
• Must be able to work on-site in Baltimore, Maryland, US .

Our client is seeking an experienced and highly skilled Senior Technical Support Specialist to provide advanced troubleshooting and customer assistance for their innovative technology solutions. This fully remote position offers the opportunity to work from anywhere in the US, providing critical support to a global user base. The ideal candidate will possess a deep technical knowledge base, exceptional problem-solving abilities, and a commitment to delivering outstanding customer service. You will be responsible for diagnosing and resolving complex technical issues, guiding users through intricate software and hardware problems, and escalating issues to engineering teams when necessary. This role requires extensive experience with various operating systems, networking protocols, and enterprise-level software applications. You will also be involved in creating and maintaining technical documentation, knowledge base articles, and training materials to empower users and fellow support staff. The Senior Technical Support Specialist will contribute to the continuous improvement of support processes, identify trends in customer issues, and provide feedback to product development teams. Strong communication skills, both written and verbal, are essential for clearly explaining technical concepts to non-technical users and collaborating effectively with internal teams. This position demands a proactive approach to learning new technologies and staying ahead of industry advancements. A proven ability to manage multiple high-priority cases simultaneously and deliver timely resolutions in a fast-paced environment is key. Candidates should demonstrate a strong sense of ownership and a dedication to ensuring customer satisfaction. Experience with remote support tools and methodologies is highly valued. The ability to work independently and manage your own schedule effectively is crucial for success in this remote-first role.

Key Responsibilities:

• Provide advanced technical support for software, hardware, and network issues.
• Diagnose and resolve complex customer-reported problems efficiently and effectively.
• Escalate unresolved issues to appropriate engineering or development teams.
• Create and maintain comprehensive technical documentation and knowledge base articles.
• Develop and deliver training materials for end-users and support staff.
• Analyze support trends and provide feedback to product development.
• Manage customer interactions with professionalism and empathy.
• Ensure timely resolution of support tickets and service requests.
• Collaborate with cross-functional teams to improve product and support quality.
• Stay current with technological advancements and company product updates.

Our client is seeking a highly skilled Senior Technical Support Specialist to provide expert-level assistance and troubleshooting for their sophisticated software products. This hybrid role combines remote work flexibility with the necessity of occasional on-site collaboration and client engagement. The ideal candidate will possess deep technical knowledge, exceptional problem-solving abilities, and outstanding customer service skills. You will be responsible for resolving complex technical issues, documenting solutions, and contributing to the continuous improvement of our support processes.

Key Responsibilities:

• Provide advanced technical support to customers via phone, email, chat, and remote desktop sessions.
• Troubleshoot and diagnose complex software issues, identifying root causes and implementing effective solutions.
• Escalate critical issues to appropriate internal teams (e.g., development, engineering) when necessary, providing detailed documentation.
• Develop and maintain comprehensive technical documentation, including knowledge base articles, FAQs, and troubleshooting guides.
• Assist in the training and mentoring of junior support staff.
• Contribute to product improvement by providing detailed feedback to the development and product management teams.
• Manage support queues and ensure timely resolution of all customer inquiries and issues.
• Proactively identify trends in support requests and recommend solutions or preventative measures.
• Participate in cross-functional team meetings and projects as needed.
• Stay up-to-date with product updates, new features, and relevant technologies.
• On-site presence may be required for specific client meetings, team training, or complex issue resolution in Baltimore, Maryland, US .

Qualifications:

• Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• 5+ years of experience in technical support, preferably with enterprise software or complex IT systems.
• Proven expertise in troubleshooting software applications, operating systems, and network issues.
• Strong understanding of SQL, scripting languages (e.g., PowerShell, Python), and common network protocols.
• Experience with CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
• Excellent analytical and problem-solving skills.
• Outstanding communication and interpersonal skills, with the ability to explain technical concepts clearly to non-technical users.
• Ability to work independently and as part of a team in a hybrid work environment.
• Strong customer service orientation and a commitment to customer satisfaction.
• Experience with cloud platforms (AWS, Azure, GCP) is a plus.

Our client offers a competitive salary, benefits package, and opportunities for professional growth within a supportive hybrid work environment.

Our client is seeking a highly skilled and customer-focused Senior Technical Support Specialist to join their fully remote team. This position is critical in providing advanced technical assistance and resolving complex issues for our user base. As a Senior Technical Support Specialist, you will be a primary point of contact for escalated technical problems, leveraging your deep understanding of our products and systems to deliver exceptional support. Your responsibilities will include diagnosing and troubleshooting hardware, software, and network issues, documenting solutions, and contributing to our knowledge base. You will also work closely with engineering and product development teams to identify trends, report bugs, and suggest product improvements. The ideal candidate will have extensive experience in technical support, a proven ability to manage challenging customer interactions, and a passion for problem-solving. You should possess strong communication skills, both written and verbal, with the ability to explain technical concepts clearly to users of varying technical proficiencies. This is a remote-first role, requiring you to be self-motivated, organized, and able to manage your time effectively. We value candidates who are proactive in identifying potential issues and contributing to proactive solutions. You will be part of a collaborative and supportive virtual environment, where your contributions are recognized and valued. We offer a competitive compensation package, excellent benefits, and significant opportunities for professional development within a growing organization. If you are dedicated to providing outstanding technical support and thrive in a remote work setting, we encourage you to apply.

Responsibilities:

• Provide advanced technical support to end-users via phone, email, and chat.
• Diagnose and resolve complex hardware, software, and network issues.
• Escalate unresolved issues to appropriate internal teams and track resolution.
• Create and maintain technical documentation, FAQs, and knowledge base articles.
• Assist in the training and mentoring of junior support staff.
• Identify recurring technical issues and provide feedback for product improvement.
• Manage customer expectations and ensure timely resolution of support requests.
• Stay up-to-date with product updates and new technologies.
• Contribute to a positive and collaborative remote work environment.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent experience.
• Minimum of 5 years of experience in technical support or helpdesk roles.
• Strong knowledge of operating systems (Windows, macOS, Linux), networking protocols, and common software applications.
• Experience with ticketing systems (e.g., Zendesk, ServiceNow).
• Excellent problem-solving and diagnostic skills.
• Superior communication and customer service skills.
• Ability to work independently and manage time effectively in a remote setting.