82 Technical Support Specialists jobs in Wilsonville
Senior Technical Support Specialist
97205 Portland, Oregon
$70000 Annually
WhatJobs
Posted 7 days ago
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Job Description
Our client is looking for a highly skilled Senior Technical Support Specialist to join their dynamic team in Portland, Oregon, US . This role is crucial for providing advanced technical assistance and ensuring the seamless operation of our client's IT infrastructure and software solutions. You will be responsible for troubleshooting complex technical issues, providing timely resolutions, and educating users on best practices. The ideal candidate will possess a deep understanding of various hardware, software, and network configurations, along with excellent diagnostic and problem-solving skills. Responsibilities include managing support tickets, escalating issues when necessary, documenting technical solutions, and contributing to the development of support knowledge bases. You will also play a key role in identifying trends in support requests and recommending system improvements to prevent future problems. This position requires strong communication and interpersonal skills, as you will be interacting with users at all technical levels. The ability to explain technical concepts clearly and concisely is essential. This is a hybrid role, offering a balance between in-office collaboration and the flexibility of remote work. We are seeking a proactive individual who can work independently and as part of a collaborative team. Experience with specific enterprise software, CRM systems, or IT service management (ITSM) tools is highly desirable. A commitment to providing exceptional customer service and a passion for technology are key attributes. You will be a vital part of ensuring user satisfaction and maintaining the integrity of our client's technology systems. Continuous learning and staying updated with emerging technologies will be critical for success in this evolving role. Join a supportive team and contribute to the technical excellence of our client.
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0
Senior Technical Support Specialist
97201 Portland, Oregon
$75000 Annually
WhatJobs
Posted 7 days ago
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Job Description
Our client is seeking a highly experienced Senior Technical Support Specialist to provide advanced support for their sophisticated software solutions. This is a fully remote position, offering the flexibility to work from home. The ideal candidate will possess a deep understanding of enterprise-level software applications, exceptional troubleshooting skills, and a passion for delivering outstanding customer service. You will be responsible for resolving complex technical issues reported by clients, diagnosing software defects, and collaborating with engineering teams to ensure timely resolutions. Responsibilities include: providing tier 3 technical support for software products, analyzing and troubleshooting complex user-reported issues via phone, email, and remote access tools, escalating critical issues to development and engineering teams with detailed diagnostic information, documenting solutions and creating knowledge base articles, training and mentoring junior support staff, contributing to product improvement by identifying recurring issues and providing feedback, managing customer escalations and ensuring client satisfaction, and participating in on-call rotations as needed. A strong understanding of IT infrastructure, network protocols, and operating systems (Windows, macOS, Linux) is essential. Experience with CRM systems and ticketing platforms is required. You will be the primary point of contact for our most challenging technical problems, requiring excellent problem-solving abilities, clear communication, and a patient, customer-centric approach. If you thrive in a fast-paced, remote environment and have a talent for dissecting and solving intricate technical puzzles, we encourage you to apply. This role is based in the Portland, Oregon, US region but is fully remote.
Responsibilities:
Responsibilities:
- Provide advanced technical support for complex software products and systems.
- Diagnose, troubleshoot, and resolve challenging customer-reported issues.
- Escalate critical problems to engineering with thorough documentation.
- Develop and maintain a comprehensive knowledge base of solutions.
- Mentor and guide junior technical support representatives.
- Identify trends in support issues and provide feedback for product improvement.
- Manage customer interactions to ensure high levels of satisfaction.
- Collaborate with engineering and product teams to resolve bugs and implement fixes.
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- Minimum of 5 years of experience in technical support, helpdesk, or a related role.
- In-depth knowledge of operating systems (Windows, macOS, Linux) and network protocols.
- Proven experience troubleshooting complex software applications.
- Excellent analytical, problem-solving, and diagnostic skills.
- Strong written and verbal communication skills, with the ability to explain technical concepts clearly.
- Experience with ticketing systems (e.g., Jira, Zendesk) and remote support tools.
- Ability to work independently and manage time effectively in a remote setting.
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1
Technical Support Specialist II
97201 Portland, Oregon
$50000 Annually
WhatJobs
Posted 7 days ago
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Job Description
Our client is seeking a dedicated and proficient Technical Support Specialist II to join their customer success team in Portland, Oregon, US . This role is pivotal in providing high-level technical assistance and problem resolution to our client's diverse user base. The ideal candidate will have a comprehensive understanding of software applications, hardware troubleshooting, and network connectivity, coupled with outstanding communication and de-escalation skills. You will be responsible for handling complex support tickets, guiding users through intricate technical issues, and documenting solutions for knowledge base enhancement. This position requires a customer-centric approach, a passion for technology, and the ability to work effectively in a dynamic support environment.
Key Responsibilities:
Key Responsibilities:
- Provide advanced technical support via phone, email, and chat to resolve complex customer issues.
- Diagnose and troubleshoot software, hardware, and network-related problems.
- Escalate unresolved issues to appropriate internal teams, ensuring timely resolution.
- Document all support interactions, troubleshooting steps, and resolutions accurately in the ticketing system.
- Create and maintain technical documentation, FAQs, and knowledge base articles.
- Assist in training junior support staff and sharing best practices.
- Identify recurring technical issues and provide feedback to product development teams for improvement.
- Proactively communicate with customers regarding issue status and resolution timelines.
- Participate in user acceptance testing for new software releases and updates.
- Contribute to the continuous improvement of support processes and customer satisfaction metrics.
- Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- Minimum of 3 years of experience in a technical support or helpdesk role.
- Strong understanding of operating systems (Windows, macOS, Linux), common software applications, and network protocols.
- Proficiency with remote support tools and ticketing systems (e.g., Zendesk, ServiceNow).
- Excellent analytical and problem-solving skills with a methodical troubleshooting approach.
- Exceptional verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
- Customer-focused mindset with a strong commitment to service excellence.
- Ability to manage multiple priorities and work effectively under pressure.
- Experience with scripting languages (e.g., Python, Bash) is a plus.
- Familiarity with cloud platforms (AWS, Azure, GCP) is advantageous.
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2
Lead Technical Support Specialist
97204 Portland, Oregon
$75000 Annually
WhatJobs
Posted 7 days ago
Job Viewed
Job Description
Our client is a leader in providing innovative software solutions and is looking for a Lead Technical Support Specialist to enhance their customer service operations. This role is based in **Portland, Oregon, US**, and requires a dedicated individual to manage and mentor a team of support professionals while also handling complex customer issues. Your primary responsibility will be to ensure timely and effective resolution of technical challenges faced by clients, maintaining high levels of customer satisfaction. You will lead by example, providing advanced technical support, troubleshooting software and hardware issues, and escalating complex problems as needed. Responsibilities include managing support tickets, developing and maintaining support documentation, training new team members, and contributing to the continuous improvement of support processes. The ideal candidate will have a Bachelor's degree in Information Technology, Computer Science, or a related field, along with at least 5 years of experience in technical support, with a proven track record of leadership or supervisory experience. Deep knowledge of operating systems, networking concepts, and common software applications is essential. Excellent problem-solving, communication, and customer service skills are a must. Experience with CRM software and helpdesk ticketing systems is required. The ability to remain calm under pressure and guide a team effectively is critical for success in this role. Join us to make a difference in customer success.
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3
Remote Senior Technical Support Specialist
97204 Portland, Oregon
$65000 Annually
WhatJobs
Posted 7 days ago
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Job Description
Our client, a rapidly growing SaaS company revolutionizing the way businesses manage their customer interactions, is seeking a highly skilled and customer-focused Senior Technical Support Specialist to join their fully remote, world-class support team. This role is critical in ensuring our clients receive timely, effective, and empathetic assistance, thereby maximizing their satisfaction and success with our innovative platform. The ideal candidate will possess exceptional problem-solving abilities, a deep technical aptitude, and a passion for helping others. You will be responsible for handling complex technical inquiries via phone, email, and chat, troubleshooting software issues, and guiding users through intricate functionalities of our platform. This includes diagnosing root causes, documenting solutions, and escalating critical issues to engineering teams when necessary. A key aspect of your role will involve creating and maintaining comprehensive knowledge base articles, FAQs, and tutorials to empower users and reduce support load. You will also act as a vital feedback loop, communicating customer insights and product improvement suggestions to our product and development teams, thereby influencing the future direction of our software.
Key responsibilities include:
Qualifications required:
This remote position offers the flexibility to work from home and be part of a collaborative, global team. Our client is located in Portland, Oregon, US .
Key responsibilities include:
- Providing advanced technical support to customers via multiple channels (phone, email, chat).
- Diagnosing and resolving complex software issues, including bugs, configuration problems, and integration challenges.
- Guiding users through product features, troubleshooting steps, and best practices.
- Documenting customer interactions, technical issues, and resolutions accurately and efficiently in our CRM system.
- Escalating unresolved issues to Tier 2/3 support or engineering teams with detailed problem descriptions.
- Developing and maintaining a robust knowledge base, including FAQs, tutorials, and troubleshooting guides.
- Identifying trends in support requests and providing insights to product management and development teams for product improvement.
- Proactively monitoring system performance and identifying potential issues before they impact customers.
- Contributing to the onboarding and training of new support team members.
- Championing the voice of the customer within the organization.
Qualifications required:
- Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- A minimum of 5 years of experience in a technical support or customer success role, preferably within a SaaS environment.
- Strong understanding of web-based applications, databases, and network fundamentals.
- Demonstrated ability to troubleshoot and diagnose complex technical issues effectively.
- Excellent written and verbal communication skills, with the ability to explain technical concepts clearly to non-technical users.
- Proficiency with CRM software and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Ability to work independently, manage time effectively, and prioritize tasks in a fast-paced remote environment.
- A proactive and customer-centric approach to problem-solving.
- Experience with scripting languages (e.g., Python, JavaScript) is a plus.
This remote position offers the flexibility to work from home and be part of a collaborative, global team. Our client is located in Portland, Oregon, US .
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4
Technical Support Specialist - Tier 2
97204 Portland, Oregon
$55000 Annually
WhatJobs
Posted 7 days ago
Job Viewed
Job Description
Our client, a rapidly growing SaaS company, is seeking a dedicated and experienced Technical Support Specialist (Tier 2) to join their customer success team in Portland, Oregon . This role is integral to providing exceptional technical assistance to our diverse client base, ensuring seamless operation of our cutting-edge software solutions. The successful candidate will be responsible for troubleshooting and resolving complex technical issues escalated from Tier 1 support, diagnosing software and hardware problems, and providing timely and effective solutions. You will engage directly with customers via phone, email, and ticketing systems, documenting all interactions and resolutions thoroughly. Key responsibilities include analyzing log files, performing root cause analysis, and identifying trends to proactively improve product stability and user experience. Collaboration with development and product management teams is essential to provide feedback on recurring issues and contribute to product enhancements. This position requires a strong understanding of enterprise software, network infrastructure, and common IT operating systems (Windows, macOS, Linux). You will also be involved in creating and updating knowledge base articles, FAQs, and troubleshooting guides to empower users and support teams. The ability to remain calm and professional under pressure, coupled with excellent problem-solving skills and a customer-centric mindset, is paramount. A passion for technology and a commitment to delivering outstanding support are highly valued.
Qualifications:
Qualifications:
- Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- 3-5 years of experience in technical support, preferably in a Tier 2 or higher role.
- Proficiency in troubleshooting common software and hardware issues.
- Familiarity with ITIL best practices is a plus.
- Experience with CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Strong understanding of networking concepts (TCP/IP, DNS, DHCP).
- Excellent written and verbal communication skills.
- Ability to manage time effectively and prioritize tasks in a busy environment.
- Customer-focused attitude with a dedication to resolving issues efficiently.
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5
Remote Senior Technical Support Specialist
97204 Portland, Oregon
$70000 Annually
WhatJobs
Posted 7 days ago
Job Viewed
Job Description
Our client is actively seeking a highly skilled and dedicated Senior Technical Support Specialist to join their fully remote team. This is an exceptional opportunity for an experienced professional to provide advanced technical assistance and problem resolution to a global customer base, operating entirely from the comfort of their own home. You will be at the forefront of addressing complex technical challenges, guiding users through intricate troubleshooting processes, and ensuring a seamless support experience. This role demands exceptional communication skills, deep technical acumen, and a proactive approach to customer satisfaction.
Responsibilities:
Responsibilities:
- Provide expert-level technical support to customers via phone, email, and chat, addressing inquiries related to software, hardware, and network issues.
- Diagnose, troubleshoot, and resolve complex technical problems efficiently and effectively.
- Escalate unresolved issues to appropriate internal teams or subject matter experts, ensuring clear documentation and follow-through.
- Develop and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides.
- Educate customers on product features, best practices, and solutions to common issues.
- Monitor support queues and respond to customer requests within established service level agreements (SLAs).
- Identify recurring technical issues and provide feedback to product development and engineering teams for improvement.
- Contribute to the continuous improvement of support processes and customer service standards.
- Train and mentor junior support staff, sharing expertise and best practices.
- Stay current with product updates, industry trends, and emerging technologies.
- Maintain accurate and detailed records of customer interactions and resolutions in the CRM system.
- Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
- Minimum of 5 years of experience in technical support, IT helpdesk, or a similar customer-facing technical role.
- Proven expertise in troubleshooting a wide range of hardware, software (operating systems, applications), and network configurations.
- Strong understanding of networking concepts (TCP/IP, DNS, DHCP, VPN).
- Excellent diagnostic and problem-solving skills with a methodical approach.
- Outstanding verbal and written communication skills, with the ability to explain technical concepts clearly to non-technical users.
- Proficiency with remote support tools and CRM software (e.g., Zendesk, Salesforce Service Cloud).
- Ability to work independently and manage time effectively in a remote work environment.
- Demonstrated customer-centric approach and a commitment to delivering exceptional service.
- Certifications such as CompTIA A+, Network+, or Microsoft Certified are a plus.
Apply Now
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6
Technical Support Specialist - Tier 2
97204 Portland, Oregon
$55000 Annually
WhatJobs
Posted 7 days ago
Job Viewed
Job Description
Our client is seeking a dedicated and knowledgeable Technical Support Specialist (Tier 2) to join their bustling helpdesk team in Portland, Oregon, US . This role requires a proactive individual who can resolve complex technical issues that have been escalated from the Tier 1 support team. You will be responsible for diagnosing and troubleshooting hardware, software, and network problems for a diverse user base, ensuring minimal disruption to business operations. This position demands excellent problem-solving skills, a customer-centric approach, and the ability to clearly communicate technical solutions to non-technical users.
Key responsibilities include providing advanced technical support via phone, email, and in-person, documenting all support interactions and resolutions accurately in the ticketing system, and identifying recurring issues to develop long-term solutions. You will also be involved in maintaining IT asset inventory, assisting with system upgrades and deployments, and collaborating with IT infrastructure teams to resolve more intricate network or server-related problems. The ideal candidate will have a strong understanding of operating systems (Windows, macOS, Linux), common business applications, network protocols, and security best practices. Experience with remote support tools and mobile device management is also beneficial. This role is critical in ensuring the smooth functioning of our client's technological environment and maintaining high levels of user satisfaction. You will be expected to stay current with emerging technologies and provide input on improving support processes and tools.
Key Responsibilities:
Key responsibilities include providing advanced technical support via phone, email, and in-person, documenting all support interactions and resolutions accurately in the ticketing system, and identifying recurring issues to develop long-term solutions. You will also be involved in maintaining IT asset inventory, assisting with system upgrades and deployments, and collaborating with IT infrastructure teams to resolve more intricate network or server-related problems. The ideal candidate will have a strong understanding of operating systems (Windows, macOS, Linux), common business applications, network protocols, and security best practices. Experience with remote support tools and mobile device management is also beneficial. This role is critical in ensuring the smooth functioning of our client's technological environment and maintaining high levels of user satisfaction. You will be expected to stay current with emerging technologies and provide input on improving support processes and tools.
Key Responsibilities:
- Provide advanced troubleshooting and resolution for hardware, software, and network issues.
- Diagnose and resolve complex technical problems escalated from Tier 1 support.
- Document all support activities, solutions, and user interactions within the ticketing system.
- Effectively communicate technical information to end-users with varying levels of technical expertise.
- Collaborate with IT infrastructure teams to address system-wide problems.
- Assist with system installations, upgrades, and configurations.
- Contribute to the development of knowledge base articles and support documentation.
- Identify trends in support requests and recommend preventative measures or process improvements.
- Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
- 3+ years of experience in technical support or helpdesk roles, with at least 1 year in a Tier 2 capacity.
- Proficiency in diagnosing and resolving issues with Windows and macOS operating systems.
- Experience with Active Directory, Microsoft 365 suite, and common business applications.
- Solid understanding of networking concepts (TCP/IP, DNS, DHCP).
- Familiarity with IT ticketing systems (e.g., ServiceNow, Jira Service Desk).
- Excellent customer service, communication, and interpersonal skills.
- Relevant certifications such as CompTIA A+, Network+, or Microsoft certifications are a plus.
Apply Now
7
Senior Technical Support Specialist, Cloud Infrastructure
97204 Portland, Oregon
$95000 Annually
WhatJobs
Posted 5 days ago
Job Viewed
Job Description
Our client is looking for a highly motivated and experienced Senior Technical Support Specialist to join their global support team. This is a fully remote position focused on providing advanced technical assistance for their cloud infrastructure services. You will be responsible for diagnosing and resolving complex technical issues for enterprise clients, ensuring high levels of customer satisfaction and system uptime. This role requires a deep understanding of cloud computing concepts, operating systems, networking, and various SaaS applications.
The Senior Technical Support Specialist will act as a point of escalation for challenging technical problems, providing timely and effective solutions. You will document troubleshooting steps, create knowledge base articles, and collaborate with engineering teams to identify root causes and implement long-term fixes. Excellent communication skills are essential for interacting with clients, explaining technical issues clearly, and managing customer expectations. You will also be involved in training junior support staff and contributing to the continuous improvement of support processes and tools. Proactive monitoring and problem-solving are key attributes for success in this role.
Responsibilities:
The Senior Technical Support Specialist will act as a point of escalation for challenging technical problems, providing timely and effective solutions. You will document troubleshooting steps, create knowledge base articles, and collaborate with engineering teams to identify root causes and implement long-term fixes. Excellent communication skills are essential for interacting with clients, explaining technical issues clearly, and managing customer expectations. You will also be involved in training junior support staff and contributing to the continuous improvement of support processes and tools. Proactive monitoring and problem-solving are key attributes for success in this role.
Responsibilities:
- Provide advanced technical support and troubleshooting for cloud infrastructure issues.
- Diagnose and resolve complex hardware, software, and network problems for enterprise clients.
- Act as a point of escalation for Tier 1 and Tier 2 support issues.
- Document solutions, create technical articles, and maintain a knowledge base.
- Collaborate with engineering and product teams to resolve bugs and improve services.
- Manage customer inquiries and ensure timely resolution and satisfaction.
- Monitor system performance and identify potential issues proactively.
- Train and mentor junior technical support staff.
- Contribute to the development and refinement of support processes and procedures.
- Associate's or Bachelor's degree in Computer Science, IT, or a related field, or equivalent experience.
- Minimum of 5 years of experience in technical support, with a focus on cloud environments.
- Strong knowledge of operating systems (Windows, Linux), networking protocols (TCP/IP, DNS, DHCP), and cloud platforms (AWS, Azure, GCP).
- Experience with virtualization technologies (VMware, Hyper-V).
- Proficiency in troubleshooting SaaS applications and APIs.
- Excellent analytical, problem-solving, and diagnostic skills.
- Exceptional customer service and communication skills.
- Ability to work independently and manage time effectively in a remote setting.
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8
Senior Technical Support Specialist - Cloud Infrastructure
97201 Portland, Oregon
$95000 Annually
WhatJobs
Posted 7 days ago
Job Viewed
Job Description
Our client is seeking a highly skilled Senior Technical Support Specialist with extensive experience in cloud infrastructure to join their dedicated support team. This is a fully remote position, allowing you to provide expert technical assistance and problem resolution to clients from anywhere within the US. You will be a primary point of contact for complex technical issues, focusing on our client's cloud-based services and platforms. Your role will involve diagnosing, troubleshooting, and resolving sophisticated IT problems to ensure client satisfaction and operational continuity.
Key responsibilities include providing advanced technical support for cloud environments (AWS, Azure, GCP), including servers, networks, storage, and applications. You will analyze system logs, diagnostic data, and user-reported issues to identify root causes and implement effective solutions. This role requires developing and maintaining comprehensive technical documentation, knowledge base articles, and troubleshooting guides. You will also collaborate with engineering and product teams to escalate complex issues, provide feedback on product improvements, and contribute to the development of support strategies. Proactive monitoring of systems to identify and address potential problems before they impact clients is also a crucial aspect of this position.
The ideal candidate will possess a Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience. A minimum of 5 years of experience in a technical support role, with a strong emphasis on cloud infrastructure and services, is required. Demonstrable expertise in troubleshooting operating systems (Linux/Windows), networking protocols (TCP/IP, DNS, HTTP), and virtualization technologies is essential. Experience with scripting languages (e.g., Python, Bash) for automation is highly desirable. Excellent problem-solving, analytical, and communication skills are mandatory, as is the ability to effectively manage client interactions in a remote setting. Relevant cloud certifications (e.g., AWS Certified Solutions Architect, Azure Administrator) are a strong plus.
This fully remote role offers an excellent opportunity to utilize your technical expertise in cloud infrastructure and contribute to a growing company that values its clients and employees. If you are a proactive problem-solver with a passion for technology and exceptional customer service, we invite you to apply.
Key responsibilities include providing advanced technical support for cloud environments (AWS, Azure, GCP), including servers, networks, storage, and applications. You will analyze system logs, diagnostic data, and user-reported issues to identify root causes and implement effective solutions. This role requires developing and maintaining comprehensive technical documentation, knowledge base articles, and troubleshooting guides. You will also collaborate with engineering and product teams to escalate complex issues, provide feedback on product improvements, and contribute to the development of support strategies. Proactive monitoring of systems to identify and address potential problems before they impact clients is also a crucial aspect of this position.
The ideal candidate will possess a Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience. A minimum of 5 years of experience in a technical support role, with a strong emphasis on cloud infrastructure and services, is required. Demonstrable expertise in troubleshooting operating systems (Linux/Windows), networking protocols (TCP/IP, DNS, HTTP), and virtualization technologies is essential. Experience with scripting languages (e.g., Python, Bash) for automation is highly desirable. Excellent problem-solving, analytical, and communication skills are mandatory, as is the ability to effectively manage client interactions in a remote setting. Relevant cloud certifications (e.g., AWS Certified Solutions Architect, Azure Administrator) are a strong plus.
This fully remote role offers an excellent opportunity to utilize your technical expertise in cloud infrastructure and contribute to a growing company that values its clients and employees. If you are a proactive problem-solver with a passion for technology and exceptional customer service, we invite you to apply.
Apply Now
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