Job Description
We are seeking a dedicated and detail-oriented Senior Technical Support Specialist to join our growing team in Virginia Beach. This is a full-time position that offers the flexibility of hybrid work options, allowing you to balance your professional commitments with your personal life.
As a key member of our support team, you will be the bridge between our clients and our technical infrastructure. We pride ourselves on providing top-tier service and are looking for someone who is passionate about problem-solving and client satisfaction.
Responsibilities
- Provide Tier 2 technical support to clients via phone, email, and chat, resolving complex hardware and software issues efficiently.
- Diagnose and troubleshoot network connectivity problems, server outages, and system errors with minimal downtime.
- Maintain accurate and detailed records of all technical issues, resolutions, and client interactions in our ticketing system.
- Collaborate with the development and engineering teams to communicate client feedback and suggest product improvements.
- Conduct remote desktop sessions to guide clients through software installations and configuration steps.
- Develop and update knowledge base articles to help self-service users find answers to common questions.
- Participate in on-call rotations to ensure 24/7 coverage for critical client systems.
Qualifications
- Associate’s or Bachelor’s degree in Computer Science, Information Technology, or a related field is preferred.
- Minimum of 3 years of experience in technical support, help desk, or customer service roles.
- Strong understanding of operating systems (Windows, macOS, Linux) and office productivity software.
- Excellent verbal and written communication skills with the ability to explain technical concepts to non-technical users.
- Ability to work independently as well as part of a collaborative team environment.
- Flexibility to adapt to changing priorities and work occasional evenings or weekends as needed.
- Valid driver’s license and reliable transportation for occasional on-site visits.