Tech Support Specialist
Skills
- Proven experience in technical support or IT help desk roles
- Strong understanding of computer systems and mobile devices
- Ability to diagnose and troubleshoot basic technical issues
- Familiarity with remote desktop applications and help desk software like Salesforce
- Excellent verbal and written communication skills
- Strong problem-solving skills
- Ability to work under pressure
- Flexibility to work Saturday-Wednesday, 7:30am-4:30pm PDT
Responsibilities
- Diagnose and troubleshoot technical issues including heavy Android application support
- Track calls to resolution within agreed time limits
- Guide customers through technical problem-solving via phone, email, or chat
- Escalate unresolved issues to internal teams such as Tier 2 or management
- Provide accurate feedback and log cases in Salesforce
- Document technical knowledge through Knowledge Base articles
- Maintain professional and courteous relations with clients
- Analyze and report product malfunctions by testing scenarios or impersonating users
- Update internal databases with technical issue data and customer interactions
- Share feature requests and workarounds with team members
- Gather and document customer feedback using company tools
Education
- High school diploma or equivalent required
Benefits
- Medical, dental, and vision insurance
- Short-term and long-term disability insurance
- Accidental death & dismemberment (AD&D) and life insurance
- 401(k) retirement plan
- Paid vacation, sick leave, and holidays
- Six weeks of paid parental leave
Average salary estimate
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