Technical Support Specialist
INVICTA SOFTWARE
full-time
Posted on:
Location Type: Remote
Location: United States
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Salary
💰 $47,500 - $65,300 per year
About the role
- Provide prompt, professional, and accurate technical support to customers via multiple channels.
- Diagnose and resolve software-related issues efficiently to minimize downtime.
- Collaborate with cross-functional teams to escalate and resolve complex problems.
- Document customer interactions and technical solutions clearly and thoroughly.
- Continuously improve support processes and contribute to knowledge base development.
- Respond to customer inquiries through phone, email, and chat with professionalism and empathy.
- Troubleshoot and resolve software issues, guiding customers through step-by-step solutions.
- Identify, document, and escalate bugs or product issues to the development team.
- Maintain detailed records of support cases and resolutions in the ticketing system.
- Assist in creating and updating technical documentation and user guides.
- Participate in team meetings and training sessions to stay current with product updates.
- Provide feedback to product and engineering teams to improve software functionality and user experience.
Requirements
- Associate’s or Bachelor’s degree in Computer Science, Information Technology, or a related field preferred.
- Minimum of 2 years of experience in technical support or a similar customer-facing technical role.
- Strong understanding of software troubleshooting and problem-solving techniques.
- Familiarity with Windows and Mac operating systems, networking basics, and common software applications.
- Excellent verbal and written communication skills with the ability to explain technical concepts clearly.
- Experience with ticketing systems and remote support tools.
- Ability to work independently and collaboratively in a fast-paced environment.
- Customer-centric mindset with a commitment to delivering high-quality support.
Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health, dental, and vision insurance plans.
- 401(k) retirement savings plan with company match.
- Generous paid time off and flexible work arrangements.
- Opportunities for professional development and career growth.
- Collaborative and inclusive company culture focused on innovation.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
software troubleshootingproblem-solving techniquestechnical documentationuser guidesticketing systemsremote support toolsWindows operating systemMac operating systemnetworking basicscommon software applications
Soft Skills
communication skillscustomer-centric mindsetprofessionalismempathycollaborationindependenceadaptabilityattention to detailfeedback provisionprocess improvement
Certifications
Associate’s degreeBachelor’s degreeComputer ScienceInformation Technology