What Jobs are available for Technical Support in Jacksonville?
Showing 50 Technical Support jobs in Jacksonville
Technical Support Specialist
32202 Jacksonville, Florida
$55000 Annually
WhatJobs Direct
Posted 4 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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0
Technical Support Lead
32202 Jacksonville, Florida
$85000 Annually
WhatJobs Direct
Posted 1 day ago
Job Viewed
Job Description
Our client, a rapidly growing technology services provider, is seeking an experienced and motivated Technical Support Lead to manage their customer service and helpdesk operations. This hybrid role, serving the Jacksonville, Florida, US area, requires a blend of technical expertise, leadership skills, and a commitment to exceptional customer experiences.
Responsibilities:
Qualifications:
Responsibilities:
- Lead and mentor a team of IT support specialists, ensuring high-quality service delivery.
- Oversee the daily operations of the helpdesk, including ticket management, incident resolution, and escalation procedures.
- Develop and implement IT support policies, procedures, and best practices.
- Ensure timely and effective resolution of customer technical issues across various platforms and applications.
- Manage the IT asset inventory and software licensing.
- Conduct regular performance reviews and provide ongoing training and development for the support team.
- Collaborate with IT infrastructure and development teams to resolve complex technical problems.
- Monitor system performance and identify potential issues before they impact users.
- Maintain and update the knowledge base with troubleshooting guides and solutions.
- Contribute to the continuous improvement of IT support processes and tools.
- Act as a point of escalation for critical customer issues.
Qualifications:
- Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field.
- Minimum of 5 years of experience in IT support, with at least 2 years in a leadership or supervisory role.
- Strong knowledge of operating systems (Windows, macOS, Linux), networking concepts, and hardware troubleshooting.
- Experience with ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools.
- Excellent customer service, communication, and interpersonal skills.
- Proven ability to manage and motivate a team.
- Familiarity with cloud platforms (AWS, Azure) is a plus.
- Certifications such as CompTIA A+, Network+, or ITIL Foundation are desirable.
- Ability to diagnose and resolve technical issues efficiently.
- Experience working in a hybrid model, balancing remote and in-office collaboration.
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1
Technical Support Manager
32201 Jacksonville, Florida
$70000 Annually
WhatJobs Direct
Posted 1 day ago
Job Viewed
Job Description
Our client is seeking a results-oriented and customer-focused Technical Support Manager to lead their dedicated support team. This is a fully remote position, responsible for ensuring our customers receive prompt, effective, and high-quality technical assistance. You will manage the daily operations of the support desk, mentor and develop support staff, and implement strategies to improve customer satisfaction and operational efficiency. The ideal candidate will have a strong background in technical support, excellent leadership abilities, and a passion for delivering outstanding customer experiences.
Responsibilities:
Responsibilities:
- Oversee the daily operations of the technical support team, ensuring timely and effective resolution of customer issues.
- Develop, implement, and refine support processes and procedures to enhance efficiency and customer satisfaction.
- Manage, train, coach, and mentor technical support representatives, fostering a high-performance culture.
- Monitor support queues and key performance indicators (KPIs), such as response times, resolution rates, and customer satisfaction scores.
- Act as a point of escalation for complex customer issues, providing advanced troubleshooting and problem-solving.
- Collaborate with other departments, including product development and quality assurance, to identify and address product issues and trends.
- Develop and maintain comprehensive support documentation, knowledge base articles, and training materials.
- Recruit and onboard new support staff, ensuring they are well-equipped to handle customer inquiries.
- Analyze support data to identify areas for improvement and implement proactive solutions.
- Ensure all customer interactions are handled with professionalism, empathy, and a focus on first-contact resolution.
- Manage and optimize the use of support tools and technologies, such as CRM and ticketing systems.
- Stay up-to-date with product updates and new releases to provide accurate technical guidance.
- Contribute to strategic planning for the support department, aligning goals with overall business objectives.
- Conduct regular performance reviews and provide constructive feedback to team members.
- Champion a customer-centric approach throughout the support team.
- 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, with at least 2 years in a supervisory or management role.
- Proven experience managing and developing a remote support team.
- Strong understanding of IT systems, software applications, and troubleshooting methodologies.
- Excellent leadership, communication, and interpersonal skills.
- Demonstrated ability to analyze data and implement process improvements.
- Proficiency in using help desk software, CRM systems, and other support tools.
- Ability to remain calm and effective under pressure, managing multiple priorities simultaneously.
- A customer-first mindset with a passion for problem-solving.
- Experience in creating and maintaining knowledge base content.
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2
Lead Customer Service & Technical Support Specialist
32201 Jacksonville, Florida
$65000 Annually
WhatJobs Direct
Posted 1 day 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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3
Senior Technical Support Specialist
32201 Jacksonville, Florida
$65000 Annually
WhatJobs Direct
Posted today
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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4
Senior Technical Support Engineer
32201 Jacksonville, Florida
$85000 Annually
WhatJobs Direct
Posted 1 day ago
Job Viewed
Job Description
Our client is seeking a highly skilled and dedicated Senior Technical Support Engineer to join their esteemed customer service team. This critical role involves providing advanced technical assistance and problem resolution for complex software and hardware issues experienced by enterprise clients. You will serve as a primary point of contact for escalated support tickets, requiring in-depth troubleshooting expertise across various operating systems, network environments, and proprietary applications. Your responsibilities will include diagnosing intricate technical problems, developing effective solutions, and communicating these solutions clearly and concisely to clients. You will also be responsible for documenting technical issues, solutions, and workarounds in a comprehensive knowledge base to facilitate faster resolution for future inquiries. Mentoring junior support staff, conducting training sessions, and contributing to the continuous improvement of support processes and tools are also key aspects of this role. The ideal candidate possesses strong analytical and problem-solving skills, coupled with exceptional interpersonal and customer service abilities. A deep understanding of networking concepts (TCP/IP, DNS, DHCP), server administration (Windows/Linux), and common IT infrastructure components is essential. Experience with CRM systems and ticketing platforms (e.g., Salesforce, Zendesk) is required. This position offers a hybrid work model, allowing for a blend of remote work and in-office collaboration at our client's location in Jacksonville, Florida, US . You will be instrumental in ensuring client satisfaction and maintaining the high standards of technical support that our client is known for. A proactive approach to identifying recurring issues and suggesting product improvements is highly valued.
Key Responsibilities:
Key Responsibilities:
- Provide advanced technical support and troubleshooting for complex client issues.
- Diagnose and resolve software and hardware problems across diverse environments.
- Serve as an escalation point for Tier 1 and Tier 2 support requests.
- Develop and document clear, concise solutions and workarounds in the knowledge base.
- Collaborate with engineering and product teams to report and resolve product defects.
- Mentor and train junior technical support staff.
- Manage and prioritize a queue of support tickets efficiently.
- Ensure timely and effective resolution of client issues, maintaining high satisfaction rates.
- Contribute to the improvement of support processes, tools, and documentation.
- Communicate technical information effectively to both technical and non-technical users.
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5
Senior Technical Support Engineer
32201 Jacksonville, Florida
$85000 Annually
WhatJobs Direct
Posted 1 day ago
Job Viewed
Job Description
Our client, a rapidly expanding technology solutions provider in Jacksonville, Florida, US , is seeking a highly skilled and customer-focused Senior Technical Support Engineer. This role is essential for providing expert-level technical assistance and problem resolution to our diverse client base, ensuring maximum system uptime and customer satisfaction. You will be responsible for troubleshooting complex technical issues related to our software and hardware products, escalating unresolved problems to engineering teams, and documenting solutions. The ideal candidate will possess a deep understanding of network infrastructure, operating systems, cloud computing, and our specific product suite. You will engage directly with customers through various channels, including phone, email, and chat, providing clear, concise, and effective support. This position requires strong analytical and diagnostic skills, coupled with excellent communication and interpersonal abilities. You will also play a key role in developing and maintaining our knowledge base, creating documentation, and contributing to the training of junior support staff. We are looking for an individual who is proactive, resourceful, and dedicated to delivering an exceptional support experience. The ability to manage multiple priorities, work under pressure, and maintain a calm and professional demeanor in challenging situations is crucial. This is an excellent opportunity to join a growing company and make a significant impact on customer success. If you have a passion for technology and a commitment to helping others solve their technical challenges, we encourage you to apply.
Key Responsibilities:
Key Responsibilities:
- Provide advanced technical support for software and hardware issues.
- Diagnose and resolve complex system and application problems.
- Communicate effectively with customers to understand issues and provide solutions.
- Escalate critical issues to engineering and product development teams.
- Create and maintain technical documentation, knowledge base articles, and FAQs.
- Train and mentor junior technical support team members.
- Monitor system performance and proactively identify potential issues.
- Manage customer support cases efficiently and ensure timely resolution.
- Contribute to the continuous improvement of support processes and tools.
- Identify recurring issues and provide feedback to product management for future enhancements.
- 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 or a related IT role.
- In-depth knowledge of operating systems (Windows, Linux, macOS), networking protocols, and cloud platforms (AWS, Azure, GCP).
- Experience with ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools.
- Strong diagnostic and troubleshooting skills.
- Excellent verbal and written communication skills.
- Ability to explain technical concepts to non-technical users.
- Customer-centric approach with a passion for problem-solving.
- Ability to work independently and manage time effectively.
- Experience with scripting languages (e.g., Python, PowerShell) is a plus.
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6
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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7
Remote Technical Support Specialist
32201 Jacksonville, Florida
$55000 Annually
WhatJobs Direct
Posted 1 day 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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8
Technical Support Specialist - Tier 2
32202 Jacksonville, Florida
$65000 Annually
WhatJobs Direct
Posted today
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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