Job Description
We are seeking a Senior Technical Support Specialist to join our dynamic team in Philadelphia, PA. This is a Direct Hire opportunity with a unique benefit: Daily Pay options available. We understand the importance of financial flexibility and offer our employees the ability to access their earnings immediately after every shift.
In this role, you will serve as the primary point of contact for technical inquiries, resolving complex issues while delivering exceptional customer service. We are looking for a detail-oriented professional who thrives in a fast-paced environment and is passionate about solving problems.
Responsibilities
- Diagnose and troubleshoot hardware, software, and network issues for clients both remotely and on-site.
- Provide clear, step-by-step technical guidance and training to end-users to ensure product proficiency.
- Log and manage all support tickets in the CRM system with high accuracy and timely updates.
- Collaborate with the engineering team to escalate complex bugs and report system failures effectively.
- Document common technical procedures and FAQs to improve self-service efficiency for the user base.
- Maintain up-to-date knowledge of the latest operating systems, security protocols, and software patches.
Qualifications
- Minimum of 2-4 years of proven experience in technical support or IT help desk roles.
- Associate’s or Bachelor’s degree in Computer Science, Information Technology, or a related field is preferred.
- Strong knowledge of Windows and Mac operating systems, Microsoft Office Suite, and general troubleshooting protocols.
- Excellent verbal and written communication skills with the ability to explain technical concepts to non-technical users.
- Ability to manage multiple tickets simultaneously while meeting strict Service Level Agreement (SLA) deadlines.