What Jobs are available for Technical Support Specialist in Jacksonville?
Showing 171 Technical Support Specialist jobs in Jacksonville
Lead Customer Service & Technical Support Specialist
32201 Jacksonville, Florida
$65000 Annually
WhatJobs Direct
Posted 2 days ago
Job Viewed
Job Description
Our client is seeking a highly skilled and experienced Lead Customer Service & Technical Support Specialist to join their expanding team. This role is integral to ensuring exceptional customer satisfaction and providing expert technical assistance. The ideal candidate will not only possess outstanding communication and problem-solving abilities but also demonstrate leadership qualities to guide a team of support specialists. This role requires a deep understanding of our client's products/services and the ability to effectively troubleshoot complex technical issues. The position offers flexibility with a remote work arrangement, allowing you to contribute from anywhere.
Responsibilities:
Qualifications:
This is a fantastic opportunity for a seasoned support professional to take on a leadership role and make a significant impact on customer success. If you are driven by excellence and passionate about helping customers, we want to hear from you.
Responsibilities:
- Provide advanced technical support and troubleshooting for customer inquiries via phone, email, and chat.
- Lead and mentor a team of customer service and technical support specialists, providing guidance and training.
- Develop and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides.
- Analyze customer feedback and support trends to identify areas for product or service improvement.
- Escalate complex technical issues to relevant departments (e.g., Engineering, Product Development) and follow through to resolution.
- Manage customer escalations and ensure timely and satisfactory resolution of critical issues.
- Contribute to the development and implementation of support processes and policies.
- Monitor team performance metrics (e.g., response times, resolution rates, customer satisfaction) and provide regular reports.
- Assist in onboarding and training new support team members.
- Collaborate with product management and engineering teams to provide customer insights and feedback.
- Ensure adherence to service level agreements (SLAs) and company standards for customer support.
- Act as a subject matter expert for designated products or services.
Qualifications:
- High school diploma or equivalent required; Associate's or Bachelor's degree in a relevant field is a plus.
- Minimum of 5 years of experience in customer service and technical support, with at least 2 years in a lead or supervisory role.
- Proven expertise in troubleshooting complex technical issues related to software, hardware, or services.
- Excellent command of English, with exceptional verbal and written communication skills.
- Strong understanding of customer support best practices and methodologies.
- Experience with CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Ability to train, mentor, and motivate a team.
- Proficiency in using remote support tools and collaboration platforms.
- Strong analytical and problem-solving skills, with the ability to think critically under pressure.
- Customer-centric mindset with a passion for delivering outstanding service.
- Ability to work independently and manage time effectively in a remote environment.
This is a fantastic opportunity for a seasoned support professional to take on a leadership role and make a significant impact on customer success. If you are driven by excellence and passionate about helping customers, we want to hear from you.
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0
Technical Support Specialist
32202 Jacksonville, Florida
$55000 Annually
WhatJobs Direct
Posted 5 days ago
Job Viewed
Job Description
Our client is actively seeking a dedicated and customer-focused Technical Support Specialist to join their fully remote helpdesk team. In this role, you will be the first point of contact for customers seeking technical assistance with our client's diverse range of products and services. Your primary responsibility will be to provide timely, accurate, and empathetic support to resolve customer issues efficiently. This includes troubleshooting hardware and software problems, guiding users through step-by-step solutions, documenting support interactions, and escalating complex issues to higher-level technical teams when necessary. The ideal candidate will possess excellent communication and active listening skills, with a patient and professional demeanor. A strong understanding of common operating systems (Windows, macOS), networking fundamentals, and general IT troubleshooting techniques is essential. Experience with CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud) is highly desirable. You should be adept at explaining technical concepts in clear, easy-to-understand language for non-technical users. As this is a fully remote position, you must be a self-starter, highly organized, and able to manage your time effectively in a home-based work environment. Reliable internet connectivity and a dedicated workspace are required. You will need to collaborate effectively with team members and other departments through virtual communication channels. We are looking for individuals who are passionate about providing exceptional customer service and possess a genuine desire to help others solve their technical challenges. This is a great opportunity to build your career in technical support within a supportive and flexible remote setting. Our client values excellent problem-solving skills and a commitment to customer satisfaction. If you thrive on helping people and possess strong technical aptitude, we encourage you to apply.
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1
Senior Technical Support Specialist
32201 Jacksonville, Florida
$65000 Annually
WhatJobs Direct
Posted 1 day ago
Job Viewed
Job Description
Our client, a rapidly expanding technology company specializing in enterprise software solutions, is seeking a highly skilled and motivated Senior Technical Support Specialist to join their remote customer success team. This role is essential for providing advanced technical assistance and resolving complex issues for our diverse client base. The ideal candidate will possess a deep understanding of software systems, strong diagnostic abilities, and exceptional communication skills, enabling them to guide users through intricate technical challenges. This position is fully remote, offering the flexibility to work from anywhere within the US.
Key Responsibilities:
Key Responsibilities:
- Provide advanced technical support to customers via phone, email, and chat, addressing complex software and system issues.
- Diagnose, troubleshoot, and resolve technical problems efficiently and effectively, escalating when necessary.
- Document all support interactions, resolutions, and customer feedback in the CRM system.
- Develop and maintain technical knowledge base articles, FAQs, and troubleshooting guides.
- Assist in the training of junior support staff, sharing expertise and best practices.
- Collaborate with engineering and product teams to report bugs, suggest improvements, and provide user feedback.
- Ensure customer satisfaction by providing timely, accurate, and professional technical assistance.
- Manage support queues and prioritize incoming requests based on severity and impact.
- Contribute to the continuous improvement of support processes and tools.
- Stay up-to-date with product updates, new features, and relevant technologies.
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- 5+ years of experience in technical support, helpdesk, or a similar customer-facing technical role.
- In-depth knowledge of (specific software/technology relevant to client, e.g., cloud platforms, databases, SaaS applications).
- Proficiency in troubleshooting operating systems (Windows, macOS, Linux) and network issues.
- Excellent analytical, problem-solving, and diagnostic skills.
- Exceptional communication, active listening, and interpersonal skills.
- Ability to explain complex technical concepts to non-technical users.
- Experience with remote support tools and ticketing systems (e.g., Zendesk, ServiceNow).
- Ability to work independently and manage time effectively in a remote environment.
- A proactive approach to identifying and resolving potential issues.
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2
Remote Technical Support Specialist
32202 Jacksonville, Florida
$55000 Annually
WhatJobs Direct
Posted 1 day ago
Job Viewed
Job Description
Our client is seeking a dedicated and empathetic Remote Technical Support Specialist to provide exceptional customer service and technical assistance. In this fully remote role, you will be the first point of contact for customers experiencing technical difficulties with our products and services. Your primary focus will be to troubleshoot issues, provide clear and concise solutions, and ensure a high level of customer satisfaction. You will leverage various communication channels, including phone, email, and chat, to support our diverse user base. This position operates in a remote-first environment, emphasizing flexibility and autonomy while maintaining rigorous service standards.
Key Responsibilities:
Qualifications:
This is an exciting opportunity to join a growing team and contribute to customer success from the comfort of your own home. Our client values continuous learning and provides extensive training to ensure you are equipped to handle any technical challenge. Become an essential part of our **Customer Service & Helpdesk** support network, working remotely from **Jacksonville, Florida, US**, or anywhere within the US.
Key Responsibilities:
- Respond promptly and professionally to customer inquiries via phone, email, and chat.
- Diagnose and troubleshoot hardware, software, and network issues.
- Guide users through step-by-step solutions and provide clear instructions.
- Document all customer interactions, issues, and resolutions accurately in the ticketing system.
- Escalate complex technical issues to the appropriate teams when necessary.
- Maintain a deep understanding of our products and services to provide effective support.
- Identify recurring issues and provide feedback for product improvement.
- Contribute to the knowledge base by creating and updating support articles.
- Adhere to service level agreements (SLAs) and customer support metrics.
- Proactively seek opportunities to enhance the customer support experience.
Qualifications:
- High school diploma or equivalent; Associate's or Bachelor's degree preferred.
- 2+ years of experience in technical support or customer service role.
- Strong knowledge of computer hardware, software, operating systems (Windows, macOS), and basic networking concepts.
- Excellent problem-solving and diagnostic skills.
- Exceptional communication, listening, and interpersonal skills.
- Ability to explain technical information in an understandable manner to non-technical users.
- Proficiency with helpdesk ticketing systems and remote support tools.
- Self-motivated and able to work independently in a remote setting.
- Strong time management and organizational skills.
- A passion for helping customers and resolving their technical challenges.
This is an exciting opportunity to join a growing team and contribute to customer success from the comfort of your own home. Our client values continuous learning and provides extensive training to ensure you are equipped to handle any technical challenge. Become an essential part of our **Customer Service & Helpdesk** support network, working remotely from **Jacksonville, Florida, US**, or anywhere within the US.
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3
Remote Technical Support Specialist
32201 Jacksonville, Florida
$55000 Annually
WhatJobs Direct
Posted 2 days ago
Job Viewed
Job Description
Our client is looking for a dedicated and customer-focused Remote Technical Support Specialist to provide exceptional assistance to their global user base. In this fully remote role, you will be the primary point of contact for resolving technical issues, guiding users through troubleshooting steps, and ensuring a seamless experience with our client's innovative products and services. You will work independently from your home office, leveraging your expertise to diagnose and resolve a wide range of hardware, software, and network-related problems. Key responsibilities include: responding to customer inquiries via phone, email, and chat with promptness and professionalism; meticulously documenting all customer interactions and technical issues in a CRM system; accurately diagnosing and troubleshooting technical problems, escalating complex issues to senior support tiers when necessary; providing clear and concise instructions to users to resolve their issues effectively; creating and updating knowledge base articles to empower users and support team members; contributing to the improvement of support processes and product usability based on customer feedback; maintaining a high level of customer satisfaction by demonstrating empathy, patience, and technical proficiency; participating in remote team meetings and training sessions to stay updated on product developments and support best practices; adhering to service level agreements (SLAs) to ensure timely resolution of support requests; and actively seeking opportunities to enhance your technical knowledge and problem-solving skills. This role requires a self-motivated individual with excellent communication abilities and a passion for helping others. The ability to work autonomously and manage your time effectively in a remote setting is paramount. You will be provided with the necessary tools and resources to succeed in this position, fostering a collaborative and supportive virtual work environment. Join us and be a vital part of delivering outstanding technical support from anywhere.
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4
Technical Support Specialist - Tier 2
32202 Jacksonville, Florida
$65000 Annually
WhatJobs Direct
Posted 1 day ago
Job Viewed
Job Description
Join our client's dedicated support team as a Technical Support Specialist (Tier 2) in Jacksonville, Florida, US . This crucial role involves providing advanced technical assistance to customers experiencing complex hardware, software, and network issues. You will be the escalation point for Tier 1 support, diagnosing and resolving intricate problems, and ensuring a high level of customer satisfaction. Responsibilities include:
Qualifications:
This is a fantastic opportunity to advance your technical support career within a growing company that values expertise and customer focus.
- Investigating, diagnosing, and resolving escalated technical issues reported by customers via phone, email, or chat.
- Providing in-depth troubleshooting for software applications, operating systems, and hardware configurations.
- Analyzing system logs, error messages, and network performance data to identify root causes of problems.
- Collaborating with engineering and development teams to report software bugs and suggest product improvements.
- Documenting all troubleshooting steps, resolutions, and customer interactions in the ticketing system.
- Creating and updating knowledge base articles and technical documentation for both internal use and customer self-help.
- Providing remote assistance and, when necessary, on-site support to resolve client issues.
- Mentoring and training Tier 1 support staff on common issues and resolutions.
- Ensuring adherence to service level agreements (SLAs) for response and resolution times.
- Staying current with product updates, new features, and emerging technologies relevant to our client's offerings.
Qualifications:
- Associate's or 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, with at least 2 years in a Tier 2 role.
- Strong understanding of operating systems (Windows, macOS, Linux), network protocols (TCP/IP, DNS, DHCP), and common software applications.
- Proficiency in troubleshooting hardware issues, including desktops, laptops, and peripherals.
- Experience with remote support tools and ticketing systems (e.g., Zendesk, ServiceNow).
- Excellent analytical and problem-solving skills.
- Exceptional communication and customer service skills, with the ability to explain technical concepts to non-technical users.
- Ability to work independently and manage multiple priorities effectively.
- Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified) are a plus.
This is a fantastic opportunity to advance your technical support career within a growing company that values expertise and customer focus.
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5
Tier 2 Technical Support Specialist
32207 Jacksonville, Florida
$50000 Annually
WhatJobs Direct
Posted 1 day ago
Job Viewed
Job Description
Our client is seeking a highly proficient and customer-focused Tier 2 Technical Support Specialist to join their dedicated support team in Jacksonville, Florida, US . This is an on-site role where you will be the primary point of contact for resolving complex technical issues escalated from Tier 1 support. Your expertise will be crucial in ensuring customer satisfaction and maintaining the smooth operation of our client's technological infrastructure.
Responsibilities:
Responsibilities:
- Respond to and resolve escalated customer technical issues via phone, email, and chat in a timely and efficient manner.
- Diagnose and troubleshoot complex hardware, software, and network problems.
- Provide clear and concise technical guidance and solutions to end-users.
- Document all troubleshooting steps, resolutions, and customer interactions in the ticketing system.
- Escalate unresolved issues to appropriate internal teams (e.g., development, systems administration) with detailed problem descriptions.
- Collaborate with other support tiers to share knowledge and improve overall support quality.
- Develop and maintain technical documentation, FAQs, and knowledge base articles.
- Assist in the training of Tier 1 support staff on common issues and resolutions.
- Identify recurring technical problems and provide feedback for product or system improvements.
- Ensure adherence to service level agreements (SLAs) and customer satisfaction goals.
- Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
- Minimum of 3 years of experience in technical support, with at least 1 year in a Tier 2 or equivalent role.
- Strong understanding of operating systems (Windows, macOS, Linux), hardware troubleshooting, and common software applications.
- Experience with network troubleshooting (TCP/IP, DNS, DHCP) and basic network device configuration.
- Familiarity with scripting languages (e.g., PowerShell, Bash) is a plus.
- Excellent problem-solving, analytical, and diagnostic skills.
- Exceptional customer service and communication skills, with the ability to explain technical concepts to non-technical users.
- Experience with ticketing systems (e.g., Zendesk, ServiceNow) is required.
- Ability to work effectively under pressure and manage multiple priorities.
- Must be able to work on-site in Jacksonville, Florida.
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6
Senior Technical Support Specialist - Remote
32207 Jacksonville, Florida
$75000 Annually
WhatJobs Direct
Posted 1 day ago
Job Viewed
Job Description
Our client, a global leader in SaaS solutions, is expanding its highly successful remote support team and is looking for a dedicated Senior Technical Support Specialist to join them. This is a fully remote position, offering the flexibility to work from anywhere within the US. You will be a critical point of contact for our valued customers, providing advanced troubleshooting and technical assistance for our sophisticated software products. This role is ideal for an experienced support professional who excels at problem-solving, communication, and delivering exceptional customer experiences in a virtual environment.
Key Responsibilities:
Key Responsibilities:
- Provide expert-level technical support to customers via phone, email, and chat, resolving complex software-related issues.
- Diagnose and troubleshoot software defects, configuration problems, and integration challenges.
- Escalate unresolved issues to engineering and product teams, providing detailed diagnostic information and clear problem descriptions.
- Develop and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides for internal and external use.
- Identify trends in customer issues and provide feedback to product development and quality assurance teams for product improvement.
- Onboard new customers and provide advanced training on product features and best practices.
- Manage customer relationships, ensuring high levels of satisfaction and retention.
- Participate in the evaluation and implementation of new support tools and technologies.
- Mentor and guide junior support specialists, sharing knowledge and best practices.
- Contribute to the continuous improvement of support processes and workflows.
- Proactively monitor system performance and customer environments to anticipate potential issues.
- Document all customer interactions and resolutions accurately in the CRM system.
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- 5+ years of experience in technical support, preferably in a SaaS environment.
- Proven ability to troubleshoot and resolve complex software issues across various operating systems and platforms.
- Excellent communication, empathy, and active listening skills.
- Strong understanding of databases, APIs, and web technologies.
- Experience with CRM and ticketing systems (e.g., Salesforce, Zendesk).
- Ability to work independently, manage time effectively, and thrive in a remote work setting.
- Proficiency in scripting languages (e.g., Python, JavaScript) is a plus.
- Experience supporting enterprise-level software solutions.
- Customer-centric mindset with a passion for problem-solving and user success.
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7
Lead Technical Support Specialist (Remote)
32201 Jacksonville, Florida
$75000 Annually
WhatJobs Direct
Posted 1 day ago
Job Viewed
Job Description
Our client is seeking a highly experienced and empathetic Lead Technical Support Specialist to manage their remote support operations. This is a fully remote position, allowing you to provide world-class technical assistance from the comfort of your home office. You will be responsible for leading a team of technical support professionals, ensuring the timely and effective resolution of customer issues related to our client's software products and services. Your duties will include troubleshooting complex technical problems, providing guidance and training to support agents, and developing and refining support processes and documentation. You will also be instrumental in identifying trends in customer issues and providing feedback to the product development team to drive improvements. Key responsibilities involve managing support ticket queues, ensuring adherence to service level agreements (SLAs), and escalating critical issues as needed. You will play a vital role in enhancing customer satisfaction by delivering exceptional support experiences. The ideal candidate will possess an Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field, combined with at least 5 years of experience in technical support, with a minimum of 2 years in a team lead or supervisory role. Proven expertise in troubleshooting various operating systems, software applications, and network issues is essential. Excellent communication, problem-solving, and customer service skills are paramount. Experience with ticketing systems (e.g., Zendesk, Jira Service Management) and remote support tools is required. The ability to train and mentor junior team members is crucial. This is an excellent opportunity to take on a leadership role in a dynamic, remote-first customer support environment.
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8
Senior Technical Support Specialist (Remote)
32201 Jacksonville, Florida
$60000 Annually
WhatJobs Direct
Posted 2 days ago
Job Viewed
Job Description
Our client is looking for a dedicated and highly skilled Senior Technical Support Specialist to join their fully remote customer service department. In this critical role, you will be the primary point of contact for complex technical issues, providing expert-level support to our diverse customer base. Your responsibilities will include diagnosing intricate software and hardware problems, troubleshooting network connectivity issues, and guiding users through advanced resolutions. You will leverage your extensive knowledge base and problem-solving acumen to resolve issues efficiently and effectively, ensuring customer satisfaction remains paramount. This position requires a deep understanding of our product suite and the ability to communicate technical information clearly and concisely to both technical and non-technical users. You will also be tasked with documenting technical solutions, creating knowledge base articles, and identifying trends in support requests to proactively improve product documentation and user guides. Collaboration with the engineering and product development teams is essential to relay customer feedback and advocate for product enhancements. As a senior member of the team, you will mentor junior support specialists, assist in their training, and contribute to the overall development of support protocols and best practices. The ability to manage your workload independently, prioritize urgent requests, and maintain a high level of professionalism in a remote work environment is crucial.
Key Responsibilities:
Key Responsibilities:
- Provide advanced technical support for complex software and hardware issues via phone, email, and chat.
- Diagnose and resolve intricate technical problems, including network, operating system, and application issues.
- Escalate unresolved issues to appropriate departments, ensuring clear documentation and follow-up.
- Develop and maintain comprehensive documentation for technical solutions and FAQs.
- Create and update knowledge base articles to empower users and internal teams.
- Identify recurring issues and provide feedback to product and engineering teams for resolution.
- Mentor and train junior technical support staff, fostering a collaborative team environment.
- Proactively identify opportunities to improve customer support processes and tools.
- Manage support queues, prioritize urgent requests, and ensure timely resolution of all tickets.
- Stay up-to-date with product updates, industry trends, and new technologies.
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- 5+ years of experience in a technical support or helpdesk role, with a proven track record of handling complex issues.
- In-depth knowledge of operating systems (Windows, macOS, Linux), networking protocols (TCP/IP, DNS, DHCP), and common software applications.
- Experience with CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Excellent diagnostic, problem-solving, and troubleshooting skills.
- Exceptional communication and interpersonal skills, with the ability to explain technical concepts clearly.
- Strong organizational and time management skills, essential for remote work.
- Ability to work independently and as part of a remote team.
- Customer-focused attitude with a passion for delivering outstanding service.
- Experience in scripting or basic programming is a plus.
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