Job Description
About Us
At Coastal Tech Solutions, we are a forward-thinking technology firm dedicated to providing exceptional service to our clients. We are proud to be a Foreigner Friendly employer, actively seeking talented individuals from around the globe to join our diverse and dynamic team in Virginia Beach. If you are an English-speaking professional looking for a stable career in the US, this is your opportunity to shine.
The Role
We are seeking a skilled Technical Support Specialist to provide top-tier technical assistance to our customers. In this role, you will act as the first line of defense for our clients, resolving technical issues efficiently and professionally. We value clear communication, cultural sensitivity, and a proactive approach to problem-solving.
Responsibilities
- Provide Tier 1 and Tier 2 technical support via phone, email, and live chat to international clients.
- Diagnose and troubleshoot hardware, software, and network connectivity issues.
- Document all technical interactions and resolutions in our CRM system accurately and promptly.
- Escalate complex technical issues to the engineering team with detailed bug reports.
- Conduct remote sessions to guide clients through complex setup procedures.
- Maintain a high level of customer satisfaction by adhering to our service level agreements (SLAs).
- Participate in ongoing training to stay updated on new software releases and security protocols.
Qualifications
- High school diploma or equivalent; Associate degree in IT or related field preferred.
- Proven experience in technical support, help desk, or customer service roles.
- Excellent written and verbal communication skills in English (required for foreigner-friendly roles).
- Strong problem-solving and analytical thinking abilities.
- Familiarity with remote support tools (e.g., TeamViewer, LogMeIn, AnyDesk).
- Ability to work in a fast-paced environment with minimal supervision.
- Willingness to work flexible hours, including weekends and evenings, to support global clients.