1690 Technical Support Specialist jobs in Dallas

• Provide first-line technical support to customers via multiple channels, including phone, email, and live chat.
• Diagnose and resolve technical issues related to our client's software products, including installation, configuration, and usage problems.
• Guide users through step-by-step solutions for complex technical problems.
• Escalate unresolved issues to the appropriate internal teams (e.g., Tier 2 support, engineering) with detailed documentation.
• Maintain accurate and comprehensive records of customer interactions and resolutions in the ticketing system.
• Contribute to the knowledge base by creating and updating support articles, FAQs, and troubleshooting guides.
• Proactively identify trends in customer issues and provide feedback to product development and QA teams.
• Ensure customer satisfaction by providing timely, empathetic, and effective technical assistance.
• Stay up-to-date with product updates, new features, and common technical challenges.
• Adhere to service level agreements (SLAs) for response and resolution times.
• Participate in team meetings and training sessions to enhance technical skills and product knowledge.
• Uphold company standards for professionalism and customer service excellence.

• Proven experience in technical support, helpdesk, or a similar customer-facing IT role.
• Strong understanding of operating systems (Windows, macOS), network protocols, and common software applications.
• Excellent troubleshooting and diagnostic abilities.
• Exceptional communication and interpersonal skills, with the ability to explain technical concepts clearly to non-technical users.
• Proficiency with CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
• Ability to work independently with minimal supervision and manage time effectively in a remote environment.
• High-speed internet connection and a dedicated, quiet workspace.
• Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Certifications such as CompTIA A+, Network+, or Microsoft Certified Professional are a plus.
• Experience supporting SaaS products is highly desirable.
• A proactive and customer-centric attitude.

• Respond to customer support requests via phone, email, and chat in a timely and professional manner.
• Diagnose and resolve technical issues related to hardware, software, and network connectivity.
• Provide clear and concise instructions and guidance to users experiencing technical difficulties.
• Escalate complex issues to senior support staff or relevant technical teams when necessary.
• Document all support interactions, resolutions, and recurring issues in the ticketing system.
• Create and maintain technical documentation, FAQs, and knowledge base articles.
• Identify trends in support requests and provide feedback for product improvement.
• Assist in testing new software releases and updates.
• Ensure customer satisfaction by providing efficient and effective support.
• Stay up-to-date with product updates and new technologies.

• High school diploma or equivalent; Associate's or Bachelor's degree in Computer Science, IT, or a related field is a plus.
• Minimum of 2 years of experience in a technical support or helpdesk role.
• Strong knowledge of operating systems (Windows, macOS), common software applications, and network troubleshooting.
• Experience with ticketing systems (e.g., Zendesk, ServiceNow) is highly desirable.
• Excellent verbal and written communication skills.
• Ability to explain technical concepts to non-technical users.
• Strong problem-solving and critical-thinking abilities.
• Patience, empathy, and a customer-centric attitude.
• Ability to work independently and manage time effectively in a remote environment.
• Certifications like CompTIA A+, Network+, or Microsoft Certified Professional are advantageous.

• Provide advanced technical support and troubleshooting for complex software issues via phone, email, and chat.
• Act as a Tier 2/3 support resource, handling escalated customer inquiries and resolving challenging technical problems.
• Diagnose and resolve software defects, performance issues, and integration challenges.
• Guide customers through software installation, configuration, and usage procedures.
• Create and maintain comprehensive technical documentation, FAQs, and knowledge base articles.
• Identify trends in customer issues and provide feedback to the product development and engineering teams for product improvement.
• Manage customer support cases effectively, ensuring timely resolution and adherence to service level agreements (SLAs).
• Collaborate with cross-functional teams, including sales, product management, and engineering, to address customer needs.
• Assist in training and mentoring junior technical support staff.
• Proactively identify opportunities to improve customer self-service resources.
• Maintain a high level of customer satisfaction through excellent communication and problem-solving skills.
• Stay current with product updates, new features, and industry best practices.

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Minimum of 5 years of experience in a technical support role, preferably within a SaaS environment.
• Proven ability to troubleshoot and resolve complex software-related issues.
• Strong understanding of software applications, databases, and operating systems.
• Experience with IT support ticketing systems (e.g., Zendesk, ServiceNow) and CRM software.
• Excellent verbal and written communication skills, with the ability to explain technical concepts clearly.
• Strong analytical and problem-solving abilities.
• Customer-focused approach with a passion for helping users.
• Ability to work independently and collaboratively in a team environment.
• Experience in cloud computing or specific software domains is a plus.

• Provide advanced technical support for software applications and systems.
• Troubleshoot, diagnose, and resolve customer-reported issues in a timely manner.
• Document technical solutions and create knowledge base articles.
• Escalate complex problems to appropriate departments, ensuring resolution.
• Train and mentor junior technical support representatives.
• Identify trends in support requests and propose solutions for product improvement.
• Manage customer relationships and ensure high levels of satisfaction.
• Participate in cross-functional team meetings to discuss product performance and user feedback.

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Minimum of 4 years of experience in technical support or a similar customer-facing IT role.
• Strong understanding of operating systems, networking principles, and common software applications.
• Excellent analytical and problem-solving skills.
• Exceptional communication and interpersonal skills.
• Experience with ticketing systems (e.g., Zendesk, ServiceNow) is a plus.
• Ability to work independently and as part of a team.

The Technical Support Specialist plays a pivotal role in ensuring customer satisfaction, retention, and loyalty. As a key member of our customer support team, you will be responsible for providing excellent service to our customers for all customer device issue tickets to ensure a positive customer experience.

RESPONSIBILITIES/ESSENTIAL FUNCTIONS:

1. Customer Device Support:
2. Serves as the first point of contact for customers seeking technical assistance with devices via phone, email, and computer chat.
3. Answer inbound customer inquiries via phone, email, chat, or other communication channels in a professional and timely manner.
4. Troubleshoot device issues, identify problems related to service outages, slow speeds, and hardware configurations, and provide solutions or escalate issues to the technical support team.
5. Performs remote troubleshooting through diagnostic techniques and pertinent questions.
6. Direct unresolved issues to the next level of support personnel.
7. Customer On Boarding:
8. Work with Customer Success team to develop and roll out a White Glove On Boarding experience.
9. Provide accurate information on products or services.
10. Provide timely follow-ups and updates customer status and information.
11. Cross Team Collaboration:
12. Work with Wireless Architect team to develop and distribute documentation on wireless customer device issues. Enhance the Customer Support teams knowledge base on how to quickly and effectively resolve these issues.
13. Assist the NOC team with trouble tickets and issues. Develop a guide or playbook to determine what tickets should stay with NOC and which should transition and be handled by Technical Support Specialist.
14. Additional Responsibilities:
15. Participate in mandatory meetings and training.
16. Maintain a positive, empathetic, and professional attitude towards all internal and external customers.
17. Achieve and maintain expected benchmarks communicated by management monthly.
18. Prepare reports as required; enter project information within proprietary software to track progress and completion of projects per line of business, department, communication channel, etc.
19. Maintain communication with management regarding development within areas of assigned responsibilities.
20. Works cohesively with the team to relay information to appropriate levels of management.
21. Improves client references by recording events, root cause and resolutions, and maintaining documentation.

REQUIRED QUALIFICATIONS :

Education/Experience:

• High School Diploma or GED.
• 5+ years of experience in a service/tech support role.
• Proven experience in a customer service environment, with at least 2 years in a leadership or supervisory role.
• Experience with ticketing systems, Intercom, Aircall, and Zendesk.
• Experience working in the telecommunications or internet service provider industry.
• Strong leadership skills with the ability to inspire, motivate, and guide a team to success.
• Excellent communication skills, both written and verbal, with the ability to communicate complex issues to a variety of audiences.
• Ability to handle customer complaints and resolve issues effectively under pressure.
• Knowledge of customer service software, CRM systems, and call center technologies.
• Problem-solving skills and a customer-centric approach to resolving issues.
• Ability to analyze data and use it to drive decision-making and performance improvements.
• Has a successful track record of problem solving in customer service/support role.
• Ability to work in a collaborative environment and adapt to changing circumstances.
• Ability to work a flexible schedule that includes weekends, evenings, holidays.
• Must have high speed internet, quiet workspace free from distractions, and a backup plan for power and internet outages.
• Understand critical milestones that drive operational excellence.
• Proficiency in the use of a computer, and software applications including Microsoft Office.

Knowledge, Skills, and Abilities:

• Highly organized and attentive to detail, with the ability to work on multiple tasks/projects simultaneously (multi-task).
• Effective interpersonal skills with the ability to work with personnel at all levels, both within and outside the company.
• Ability to work independently with minimal supervision on a highly productive team.
• Easily takes initiative and works independently.
• Maturity, professionalism, and good work ethic.

Preferred Qualifications:

• Bilingual in English and Spanish.
• Bachelors Degree.

Benefits:

• Join a dynamic, fast-growing company where you will have the opportunity to make an immediate, high-level impact to Aerwaves growth and success.
• Clear line of sight for career advancement and significant accomplishments.
• Base salary that is externally competitive and bonuses and ad-hoc recognition awards, that are based on efforts and tied to performance.
• We work hard at Aerwave, and you will too. But that means we need time off to rest and recharge. The Company offers a generous PTO policy.
• Additionally, you receive 15 paid Company holidays.
• High-quality health care coverage through Aetna Base Plan. Aerwave covers 100% of the premium for the base plan and up to 75% of the premium of any higher-tier insurance plan.
• 401(k) matching 100% up to 4% of base salary.