Product Support Technician, Tier 1 Support
The Home Depot
CitrixCloudDNSSMTP
IT Support Engineer
Abridge
full-time
Posted on:
Location: California • 🇺🇸 United States
Visit company websiteSalary
💰 $90,000 - $105,000 per year
Job Level
Mid-LevelSenior
About the role
- Provide hybrid technical support from the San Francisco office, delivering both on-site and remote support.
- Be the face of the internal support team at the physical walk-up help desk and provide white glove timely support and answers to staff questions.
- Serve as the first point of escalation to triage tickets, manage account access for SaaS products, and provide hardware/software support for desktop tools and conference rooms.
- Assist with ad-hoc and team projects as needed and collaborate across departments to enhance support processes and optimize workflows.
- Dig deep to solve complex issues and share best practices and learnings with staff.
- Contribute to a culture of continuous improvement and help uphold best practices while delivering exceptional customer service.
Requirements
- 3-5+ years in an IT support, CRM support, or relatable end user support role.
- Great spoken/written communication skills and ability to explain technical troubleshooting in an easy to understand manner.
- Extremely organized with ability to manage multiple priorities while maintaining attention to detail and quality.
- Super friendly, approachable, with a positive attitude and a team player.
- Can work with speed and drive results without sacrificing the overall customer experience.
- Familiarity with remote support tools and ticketing systems.
- Strong problem-solving abilities and a proactive, solution-driven mindset.
- Desire to learn new technologies and systems.
- Must be willing to work from our SF office at least 3x per week (hybrid requirement).
- Bonus/Preferred: Experience in regulated environments (e.g., healthcare, finance, or government).
- Bonus/Preferred: Familiarity and experience in Google Workspace, Slack, and Zoom Rooms.
- Bonus/Preferred: Experience with Mobile Device Management (MDM) systems.
- Bonus/Preferred: Working experience in a Mac-heavy environment (Apple Business, AppleCare, or Genius Bar backgrounds).
- Bonus/Preferred: Working experience in a fast paced techy startup with a customer first mindset.
