Technical Support Specialist I

The company secures remote work on any unmanaged or BYOD computer with a radically simplified and less costly solution than virtual desktops or having to lock down every PC.

Similar to an MDM solution but for laptops work lives in a company controlled secure enclave installed on the user’s PC or Mac, where all data is encrypted and access is managed.

We are technologists committed to a more human concept of how better lives get lived and better work gets done. We support every individual’s pursuit for a renewed sense of passion, potential, control and contentment.

The role :

As the first point of contact for the company’s customers and internal users, Technical Support Specialists are responsible for building strong relationships with our clients and delivering an exceptional user experience.

Technical Support Specialists monitor our phone and ticketing systems, leverage their technical knowledge to solve issues within the company’s application hosting environment, and coordinate with other internal resources to ensure end-user adoption of our technology.

What you will do :

Handle high volume calls and monitor, triage, and troubleshoot incoming requests via ticket queues.

Provide technical phone support to our customers and internal users that utilize the Workplace product and logging calls via our ticketing system.

Navigate through technical documentation to determine troubleshooting steps for specific issues.

Monitor the ticket queue to ensure that all contractual SLAs are satisfied.

Maintain detailed and consistent documentation of incident or event notes in Zendesk.

Provide remote desktop support to clients and internal end-users.

Identify potential issues in real-time and proactively.

Inform management of trending issues and identify opportunities for process improvement.

Develop strong cross-functional relationships to leverage next-level support and ensure end-user success using the company’s technology products.

Maintain a professional and upbeat atmosphere with customers and colleagues.

What you will bring :

Bachelor’s or Associates degree in Computer Science, Information Technology, or related field preferred.

Combination of certifications and equivalent practical technical experience also accepted.

2+ years of related technical experience providing application and desktop support in a fast-paced environment.

C1 level English or equivalent.

Expert knowledge in troubleshooting performance and connectivity problems with Windows 10 / 11 desktops, Mac, and MS Office suite of products.

Comfortable using Microsoft native tools and utilities in troubleshooting various issues.

Familiarity with mail flow concepts in MS Exchange or Office environments.

Proven record using analytical skills and other resources during troubleshooting.

Experience with Zendesk or other ticketing services required.

Knowledge of LAN / WAN and mobile computing environments.

Strong written and verbal communication skills.

Excellent interpersonal skills and communication skills to work as a productive member of the Tier 1 Team.

Ability to prioritize and organize effectively.

Knowledge of Cloud computing and Citrix environments.

Experience troubleshooting financial and accounting applications from Intuit, Thomson Reuters, Wolter Kluwer and others.

Experience providing support for a managed service provider.

Knowledge of LAN / WAN and mobile computing environments.

A desire to learn new technologies, methodologies, solutions, and understand the business needs of our customers.

Adaptability to our overall vision, goals and dynamic culture and environment.