Job Description

Join our team as a Technical Support Agent in a highly supportive and collaborative environment. We are seeking a motivated professional who brings strong customer service skills and a commitment to delivering an exceptional support experience. In this role, you will be responsible for providing technical assistance to external clients across a variety of computer applications and platforms, ensuring issues are handled efficiently and professionally while maintaining a high standard of service quality.

Job Responsibilities

• Provide prompt and effective technical assistance via phone or email, ensuring customer service excellence and managing expectations.
• Log and manage all customer-reported issues in our ticketing system.
• Monitor and respond to customer inquiries, lead communication efforts, and ensure timely status updates and issue resolution.
• Diagnose and resolve technical issues remotely, utilizing available resources for research.
• Advise users on best practices and appropriate actions.
• Follow up with customers to ensure complete resolution of issues.
• Redirect or escalate problems to the appropriate internal or external resource.
• Identify and escalate situations that require urgent attention.
• Create and update client support documentation, knowledge base articles, and problem resolution records.

Job Qualifications

• Strong verbal and written communication skills with the ability to provide excellent customer support.
• Proven customer service experience with a strong understanding of support best practices and a customer-first mindset.
• Strong analytical and problem-solving skills to troubleshoot and resolve IT-related issues efficiently, with the ability to identify root causes and implement effective solutions.
• Ability to work independently while collaborating effectively within a fast-paced team environment, demonstrating ownership and accountability for assigned work.
• Experience using help desk or ticketing systems.
• Excellent time management, organizational skills, and attention to detail.
• Positive attitude with the ability to adapt to changing priorities and work well with customers and team members in dynamic environments.
• Working knowledge of Windows operating systems and macOS environments.
• Experience supporting Active Directory, Azure Active Directory, Microsoft 365 (Office 365), and Google Workspace (G Suite).
• Familiarity with VoIP systems and related technologies.
• Basic desktop and end-user troubleshooting experience, including printers, scanners, and peripheral devices.
• Understanding of computer networking, Wi-Fi connectivity, and network-attached devices.
• Experience with HaloPSA, NinjaOne RMM, IT Glue, or Hudu is a plus.
• Experience supporting WatchGuard and SonicWALL firewalls is preferred.
• Familiarity with Ubiquiti switches and wireless access points is a plus.
• Experience with VoIP platforms such as 3CX, FreePBX, FusionPBX, Asterisk, or Freeswitch is highly desirable.
• Knowledge of cybersecurity and IT management tools such as Huntress EDR, AutoElevate, Veeam, Proofpoint, and Exclaimer is a plus.
• Industry certifications such as Network+, Security+, Server+, CCNA, MCSA, or MCSE combined with relevant experience are highly valued.

Compensation

Pay rate ranges from $16.27/hour up to $24.25/hour and may vary by experience and location.

Benefits

• Medical Insurance Plan
• Dental & Vision
• Life Insurance
• Disability Coverage
• Paid Time Off (starts at 15 days per year)
• Maternity/Paternity Leave
• Paid US Holiday
• Retirement Plan
• Salary Advancement/Loan
• Health & Wellness Program
• Company-paid training and certification
• Supplemental Life Insurance (Employee-paid)
• Supplemental Health Plans (Employee-paid)

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https://app.hireflix.com/public-application/65c3ddbc860b13de5d6c570c