128 Technical jobs in Winterwood
Senior Customer Support Lead - Technical Assistance
89101 Sunrise Manor, Nevada
$75000 Annually
WhatJobs
Posted 7 days ago
Job Viewed
Job Description
Our client is seeking a dedicated and experienced Senior Customer Support Lead to manage their technical assistance operations in **Las Vegas, Nevada, US**. This role is essential for providing exceptional customer service, resolving complex technical issues, and leading a team of support specialists. You will be responsible for overseeing daily support activities, developing support processes, training team members, and ensuring high levels of customer satisfaction. The ideal candidate will possess strong problem-solving skills, in-depth technical knowledge, excellent leadership abilities, and a passion for delivering outstanding customer experiences. This is an opportunity to shape the customer support function and drive continuous improvement in a fast-paced environment.
Key Responsibilities:
Key Responsibilities:
- Lead, mentor, and manage a team of customer support specialists, fostering a positive and productive work environment.
- Oversee the daily operations of the customer support department, ensuring efficient ticket resolution and adherence to service level agreements (SLAs).
- Develop, refine, and implement customer support policies, procedures, and best practices.
- Handle escalated customer issues, providing advanced technical troubleshooting and problem resolution.
- Train and onboard new support team members, ensuring they possess the necessary technical skills and product knowledge.
- Monitor customer feedback and support metrics (e.g., response time, resolution time, CSAT) to identify areas for improvement.
- Collaborate with product development and engineering teams to report bugs, suggest feature enhancements, and provide customer insights.
- Create and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides.
- Ensure timely and accurate communication with customers regarding their issues.
- Analyze support trends to identify recurring problems and proactively implement solutions.
- Manage support tools and technologies, ensuring optimal functionality.
- Act as a point of escalation for complex customer inquiries and technical challenges.
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- Minimum of 5 years of experience in customer support, with at least 2 years in a leadership or supervisory role.
- Strong technical aptitude and troubleshooting skills, with the ability to diagnose and resolve complex software/hardware issues.
- Experience with CRM software and helpdesk ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Excellent communication, interpersonal, and active listening skills.
- Proven ability to lead and motivate a team.
- Strong problem-solving and analytical abilities.
- Ability to manage multiple priorities and work under pressure.
- Familiarity with remote support tools and methodologies.
- Experience in the gaming or hospitality tech industry is a plus for this role in **Las Vegas, Nevada, US**.
- Dedication to providing exceptional customer service.
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0
Senior Technical Support Specialist
89101 Sunrise Manor, Nevada
$60000 Annually
WhatJobs
Posted 4 days ago
Job Viewed
Job Description
Our client is seeking a highly skilled and customer-focused Senior Technical Support Specialist to join their dedicated team in Las Vegas, Nevada, US . This role is critical in providing advanced technical assistance and resolving complex issues for our diverse clientele. The ideal candidate will possess a strong technical aptitude, exceptional problem-solving skills, and a proven ability to communicate effectively with both technical and non-technical users. You will be responsible for troubleshooting hardware, software, and network problems, escalating issues when necessary, and documenting solutions to build our knowledge base. This position requires a proactive approach to identifying and addressing potential system vulnerabilities and performance issues. A deep understanding of IT infrastructure, operating systems, and common software applications is essential. You will work collaboratively with other IT departments to ensure seamless technical support delivery.
Key Responsibilities:
Key Responsibilities:
- Provide Tier 2 and Tier 3 technical support for hardware, software, and network-related issues.
- Diagnose and resolve complex technical problems in a timely and efficient manner.
- Document all support activities, resolutions, and user interactions in the ticketing system.
- Create and maintain comprehensive technical documentation and knowledge base articles.
- Assist with the installation, configuration, and maintenance of computer systems and peripherals.
- Train and mentor junior support staff on technical procedures and best practices.
- Identify recurring technical issues and propose long-term solutions.
- Collaborate with development and system administration teams to resolve critical bugs and enhance system stability.
- Manage user accounts, permissions, and access rights.
- Ensure adherence to IT security policies and procedures.
- 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 similar IT role.
- In-depth knowledge of Windows and macOS operating systems, as well as common productivity suites (e.g., Microsoft Office 365, Google Workspace).
- Familiarity with networking concepts (TCP/IP, DNS, DHCP, VPN).
- Experience with troubleshooting hardware failures and software compatibility issues.
- Excellent communication, active listening, and customer service skills.
- Ability to explain technical concepts clearly and concisely.
- Strong analytical and problem-solving abilities.
- Experience with IT support ticketing systems (e.g., ServiceNow, Jira Service Desk).
- Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified Professional) are a plus.
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1
Senior Technical Support Engineer
89101 Sunrise Manor, Nevada
$95000 Annually
WhatJobs
Posted 5 days ago
Job Viewed
Job Description
Our client is looking for a highly experienced Senior Technical Support Engineer to join their bustling team in Las Vegas, Nevada. This critical role involves providing advanced technical assistance and resolution for complex customer issues related to our client's cutting-edge software and hardware products. You will be a key point of contact for escalated technical challenges, working closely with development and product management teams to identify root causes and implement solutions. Responsibilities include in-depth troubleshooting of software bugs, hardware malfunctions, and integration problems; developing and maintaining technical documentation and knowledge bases; and mentoring junior support staff. The ideal candidate will possess exceptional analytical and problem-solving skills, a deep understanding of enterprise-level IT environments, and a proven ability to communicate technical information clearly and effectively to both technical and non-technical audiences. Experience with scripting languages (e.g., Python, Bash) for automation of support tasks is a significant advantage. A Bachelor's degree in Computer Science, Information Technology, or a related field is required, with advanced certifications being a strong plus. A minimum of 7 years of experience in technical support or a related IT role is essential. Knowledge of networking protocols, operating systems (Windows, Linux, macOS), and cloud platforms is mandatory. This is a challenging and rewarding opportunity to contribute to customer success and product improvement within a dynamic technology company, based in **Las Vegas, Nevada, US**.
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2
Senior Technical Support Specialist
89101 Sunrise Manor, Nevada
$70000 Annually
WhatJobs
Posted 7 days ago
Job Viewed
Job Description
Our client is seeking a highly skilled and customer-focused Senior Technical Support Specialist to join their dedicated, fully remote support team. This role is critical in providing advanced technical assistance and problem resolution for our diverse client base. You will be responsible for handling complex support inquiries, troubleshooting software and hardware issues, and guiding users through intricate technical challenges via phone, email, and chat. The ideal candidate possesses extensive knowledge of operating systems, network protocols, and common software applications, along with a strong aptitude for diagnosing and resolving intricate technical problems. Exceptional communication and interpersonal skills are paramount, as you will be interacting with users of varying technical expertise, ensuring a positive and efficient support experience. This position demands a proactive approach to identifying recurring issues, contributing to knowledge base articles, and collaborating with engineering teams to implement long-term solutions. As a fully remote role, you will have the flexibility to work from any location within the US, supported by cutting-edge remote support tools and a culture that champions effective virtual collaboration. Our client is committed to providing a supportive and engaging remote work environment, with opportunities for professional development and career advancement. Contribute your expertise to our mission of delivering outstanding technical support and ensuring our clients' success. This role is based in Las Vegas, Nevada, US but is performed entirely remotely.
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3
Senior Technical Support Engineer
89101 Sunrise Manor, Nevada
$90000 Annually
WhatJobs
Posted 7 days ago
Job Viewed
Job Description
Our client, a fast-paced technology firm, is seeking a highly skilled Senior Technical Support Engineer to join their dynamic team in Las Vegas, Nevada, US . This role offers a hybrid work arrangement, combining remote flexibility with essential in-office collaboration. As a Senior Technical Support Engineer, you will be the primary point of contact for complex technical issues, providing advanced troubleshooting and resolution for our client's cutting-edge software and hardware products. You will be responsible for diagnosing, documenting, and resolving intricate technical problems for enterprise-level clients, ensuring minimal disruption to their operations. Key duties include analyzing system logs, reproducing issues, escalating unresolved problems to engineering teams, and documenting solutions in our knowledge base. You will also play a crucial role in training and mentoring junior support staff, contributing to the continuous improvement of support processes and tools. Proactive identification of recurring issues and the development of preventative measures will be a significant aspect of this role. The ideal candidate will possess a Bachelor's degree in Computer Science, Information Technology, or a related field, along with a minimum of 5 years of experience in technical support, with a strong focus on complex problem-solving and customer-facing roles. Expertise in networking protocols, operating systems (Windows, Linux), database management, and scripting (e.g., SQL, Python) is essential. Excellent communication, analytical, and interpersonal skills are required to effectively interact with clients and internal teams. Familiarity with ITIL best practices and ticketing systems (e.g., Zendesk, ServiceNow) is a must. This is an excellent opportunity for a seasoned support professional to advance their career, tackle challenging technical problems, and contribute to the success of a growing technology company.
Responsibilities:
Qualifications:
Responsibilities:
- Provide advanced technical support and troubleshooting for software and hardware products.
- Diagnose, resolve, and document complex customer issues.
- Escalate unresolved issues to appropriate engineering teams with detailed information.
- Develop and maintain technical documentation and knowledge base articles.
- Mentor and guide junior support engineers.
- Identify trends in customer issues and recommend product improvements.
- Collaborate with cross-functional teams to ensure customer satisfaction.
- Participate in on-call rotations for urgent issue resolution.
Qualifications:
- Bachelor's degree in Computer Science, IT, or a related technical field.
- 5+ years of experience in technical support or a similar role.
- Strong understanding of operating systems, networking, and databases.
- Proficiency in troubleshooting complex technical problems.
- Excellent written and verbal communication skills.
- Experience with ticketing systems and ITIL frameworks.
- Ability to work effectively in a hybrid team environment.
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4
Senior Technical Support Specialist
89101 Sunrise Manor, Nevada
$65000 Annually
WhatJobs
Posted 7 days ago
Job Viewed
Job Description
Our client is seeking a highly skilled Senior Technical Support Specialist to join their on-site team in **Las Vegas, Nevada, US**. This role is crucial for providing advanced technical assistance and resolving complex issues for our diverse customer base. You will be the escalation point for challenging technical problems, requiring in-depth knowledge of our products and systems. Responsibilities include diagnosing and troubleshooting hardware, software, and network issues, providing clear and concise solutions to customers, and documenting all support interactions accurately. You will also contribute to the knowledge base by creating and updating technical articles, FAQs, and troubleshooting guides. Collaborating with engineering and product development teams to identify root causes of recurring issues and provide feedback for product improvements is a key aspect of this position. The ideal candidate will have a strong background in IT support, with expertise in operating systems, network protocols, and common business applications. Excellent problem-solving skills, patience, and a customer-centric approach are essential. You should be adept at explaining technical concepts to non-technical users and possess strong communication and interpersonal skills. Experience with CRM systems and ticketing software is a must. This is an excellent opportunity for a dedicated professional to grow their career in a dynamic and supportive environment, ensuring exceptional customer satisfaction through expert technical support.
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5
Senior Technical Support Specialist
89101 Sunrise Manor, Nevada
$80000 Annually
WhatJobs
Posted 7 days ago
Job Viewed
Job Description
Our client is searching for a skilled and experienced Senior Technical Support Specialist to join their fully remote team. In this role, you will provide advanced technical assistance and problem resolution to our client's diverse customer base. You will act as a technical expert, handling escalated issues and contributing to the improvement of support processes and documentation. This position requires a deep understanding of technology and a passion for delivering exceptional customer service in a remote setting. Responsibilities include:
- Responding to and resolving complex technical support requests from customers via phone, email, and chat.
- Troubleshooting and diagnosing hardware, software, and network issues across various platforms.
- Escalating unresolved issues to appropriate engineering or development teams, providing detailed documentation and analysis.
- Developing and maintaining comprehensive technical documentation, FAQs, and knowledge base articles.
- Identifying trends in support requests and proactively recommending solutions or product enhancements.
- Training and mentoring junior support staff on technical troubleshooting and best practices.
- Contributing to the continuous improvement of support tools and workflows.
- Providing feedback to the product development team on user experience and potential improvements.
- Ensuring customer satisfaction by delivering timely, accurate, and effective solutions.
- Participating in on-call rotations as needed to provide 24/7 support coverage.
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6
Lead Technical Support Engineer
89101 Sunrise Manor, Nevada
$85000 Annually
WhatJobs
Posted 7 days ago
Job Viewed
Job Description
Our client seeks an experienced Lead Technical Support Engineer to spearhead their customer support operations in Las Vegas, Nevada, US . This pivotal role involves providing Tier 3 technical support, mentoring junior support staff, and contributing to the improvement of support processes and tools. You will be the primary point of contact for complex technical issues, working closely with engineering and product teams to resolve them efficiently. The ideal candidate possesses a deep understanding of software/hardware troubleshooting, excellent problem-solving skills, and a passion for delivering exceptional customer experiences.
Key responsibilities include:
We are looking for candidates with a Bachelor's degree in Computer Science, IT, or a related field, and at least 6 years of experience in technical support or a similar role. Proven experience in a lead or supervisory capacity is required. Expertise in troubleshooting complex software and hardware issues, network protocols, and operating systems is essential. Familiarity with CRM systems (e.g., Salesforce, Zendesk) and ticketing systems is a must. Excellent communication, interpersonal, and analytical skills are critical. Experience in scripting languages (e.g., Python, Bash) for automation is a plus. If you are a problem-solver driven by customer success and eager to lead a talented support team, this opportunity is for you.
Key responsibilities include:
- Diagnosing and resolving advanced technical issues reported by customers across various platforms.
- Providing clear, concise, and timely technical guidance and solutions to customers and support staff.
- Documenting technical solutions, troubleshooting guides, and knowledge base articles.
- Mentoring and training junior support engineers, fostering skill development and knowledge sharing.
- Escalating complex issues to engineering and product teams, collaborating on solutions.
- Identifying trends in support requests and recommending product enhancements or process improvements.
- Monitoring support ticket queues and ensuring service level agreements (SLAs) are met.
- Contributing to the development and maintenance of support tools and systems.
- Participating in on-call rotation for critical issue resolution.
- Maintaining a high level of customer satisfaction through proactive communication and effective problem-solving.
We are looking for candidates with a Bachelor's degree in Computer Science, IT, or a related field, and at least 6 years of experience in technical support or a similar role. Proven experience in a lead or supervisory capacity is required. Expertise in troubleshooting complex software and hardware issues, network protocols, and operating systems is essential. Familiarity with CRM systems (e.g., Salesforce, Zendesk) and ticketing systems is a must. Excellent communication, interpersonal, and analytical skills are critical. Experience in scripting languages (e.g., Python, Bash) for automation is a plus. If you are a problem-solver driven by customer success and eager to lead a talented support team, this opportunity is for you.
Apply Now
7
Technical Support Team Lead
89101 Sunrise Manor, Nevada
$75000 Annually
WhatJobs
Posted 7 days ago
Job Viewed
Job Description
Our client is looking for an experienced and proactive Technical Support Team Lead to oversee their customer service operations in Las Vegas, Nevada, US . This leadership position requires a blend of technical expertise, exceptional customer service skills, and strong people management capabilities. You will be responsible for guiding a team of support specialists, ensuring timely and effective resolution of customer technical issues, and fostering a culture of excellence in customer support. The role involves developing and implementing support strategies, training new team members, monitoring team performance, and acting as an escalation point for complex customer inquiries. You will also be instrumental in identifying recurring issues and collaborating with product development teams to implement lasting solutions, thereby improving the overall customer experience.
Key responsibilities include:
Key responsibilities include:
- Leading, mentoring, and managing a team of technical support representatives.
- Setting performance goals and conducting regular performance reviews.
- Developing and maintaining standard operating procedures for technical support.
- Ensuring high levels of customer satisfaction through effective issue resolution.
- Handling escalated customer issues and complex technical problems.
- Analyzing support tickets and customer feedback to identify trends and areas for improvement.
- Collaborating with engineering and product teams to relay customer feedback and suggest product enhancements.
- Creating and updating knowledge base articles and troubleshooting guides.
- Recruiting, onboarding, and training new support staff.
- Reporting on team performance metrics to senior management.
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8
Lead Technical Support Specialist
89101 Sunrise Manor, Nevada
$75000 Annually
WhatJobs
Posted 7 days ago
Job Viewed
Job Description
Our client, a rapidly expanding software solutions provider, is actively seeking a highly skilled and experienced Lead Technical Support Specialist to manage and elevate their remote customer support operations. In this fully remote role, you will be the primary point of contact for complex technical issues, guiding a team of support engineers and ensuring exceptional customer satisfaction. You will be responsible for troubleshooting, diagnosing, and resolving intricate software and hardware problems, developing comprehensive support documentation, and implementing best practices for efficient ticket management and escalation. This position requires a proactive problem-solver with deep technical acumen and outstanding communication skills, adept at supporting a global customer base virtually.
Responsibilities:
Qualifications:
This is an exceptional opportunity to lead a critical function within a thriving tech company, entirely from your remote workspace. If you are passionate about technology and dedicated to providing world-class customer support, we encourage you to apply.
Responsibilities:
- Provide expert-level technical support and troubleshooting for complex software and hardware issues.
- Lead and mentor a team of remote technical support specialists.
- Develop and maintain a comprehensive knowledge base and support documentation.
- Manage the support ticket queue, ensuring timely and effective resolution of customer inquiries.
- Escalate unresolved issues to engineering and development teams with detailed diagnostic information.
- Identify recurring issues and provide feedback to product development for continuous improvement.
- Train new support staff on products, procedures, and best practices.
- Monitor support channels and ensure service level agreements (SLAs) are met.
- Contribute to the development and implementation of support policies and procedures.
- Champion customer advocacy within the organization.
Qualifications:
- 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, with at least 2 years in a lead or senior role.
- In-depth knowledge of operating systems (Windows, macOS, Linux), networking concepts, and common software applications.
- Proven experience troubleshooting complex software and hardware issues.
- Excellent problem-solving, analytical, and diagnostic skills.
- Strong written and verbal communication skills, with the ability to explain technical concepts clearly.
- Experience with ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools.
- Ability to work independently and manage multiple priorities in a remote environment.
- Customer-centric mindset with a passion for providing outstanding support.
- Experience in SaaS support is highly desirable.
This is an exceptional opportunity to lead a critical function within a thriving tech company, entirely from your remote workspace. If you are passionate about technology and dedicated to providing world-class customer support, we encourage you to apply.
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