What You'll Do
Handle incoming technical inquiries from customers through phone, email, and live chat, ensuring prompt and accurate responses. Serve as the first point of contact for resolving issues related to software applications, website functionality, and email systems.
Assess and triage support requests from both external clients and internal teams, determining the appropriate next steps. When details are incomplete, ask targeted questions to clarify the issue and identify root causes. Escalate complex cases involving development or design changes to the relevant teams while maintaining clear communication throughout.
Log, track, and resolve support tickets within established timeframes using internal work order systems. Maintain detailed records of all interactions, technical fixes, and recurring problems. Identify patterns in customer issues and share insights with supervisors to support long-term improvements in service and product performance.
Requirements
- High school diploma or equivalent
- At least 2 years of experience providing computer and software support in a fast-paced business setting
- Minimum of 1 year supporting external customers in a technical help desk role via phone, chat, or email
- Proficiency with Microsoft Office applications including Outlook, Word, Excel, and PowerPoint
- Hands-on experience with HTML, CSS, and JavaScript
- Ability to diagnose technical problems and determine when to request additional information
- Strong written communication skills for drafting clear instructions and email responses
- Fluency in English
- Skill in explaining technical concepts to non-technical users
- Capacity to collaborate across departments to meet shared goals
Benefits
This role includes participation in an after-hours on-call rotation to support critical customer needs outside standard business hours. Additional responsibilities may be assigned as needed to support team objectives.
Preferred Qualifications
- Associate degree or college coursework in a technical field
- Ability to quickly learn and adapt to new technologies and evolving service demands
- Familiarity with email setup and configuration
- Basic knowledge of DNS records and domain management
- Understanding of Windows file directories and registry structure
- Bilingual language skills are a plus