Technical Support Specialist

Job Title: Tech Support Specialist

Position Type: Full-Time, Remote

Working Hours: U.S. client business hours (with flexibility for shifts, weekends, or on-call rotation depending on SLA requirements)

About the Role:

Our client is seeking a Tech Support Specialist to provide timely, effective technical assistance to customers and internal users. This role involves troubleshooting hardware, software, or SaaS issues, resolving tickets, and escalating complex cases to higher-tier teams. The Tech Support Specialist ensures customers feel supported and that technical issues are resolved quickly, accurately, and professionally.

Responsibilities:

Customer Support & Troubleshooting:

• Respond to support tickets, calls, and chats through platforms like Zendesk, Freshdesk, Jira Service Desk, or ServiceNow.
• Diagnose and resolve Level 1/Level 2 technical issues (password resets, connectivity issues, app errors).
• Provide step-by-step guidance to customers in non-technical language.

Issue Escalation:

• Escalate unresolved or complex issues to Tier 2/3 support, DevOps, or engineering teams.
• Document troubleshooting steps before handoff to minimize duplication of work.

System Administration (Basic):

• Perform account provisioning, access permissions, and system resets.
• Support onboarding/offboarding processes for internal users.

Documentation & Knowledge Base:

• Create and update internal support documentation and FAQs.
• Document recurring issues and solutions to improve resolution speed.

Monitoring & Alerts:

• Use monitoring tools (Datadog, Splunk, New Relic, or equivalent) to identify issues proactively.
• Report trends and recurring problems to leadership for root cause analysis.

Collaboration:

• Partner with product, QA, and engineering teams to provide feedback on bugs or feature requests.
• Share customer insights to improve product functionality.

What Makes You a Perfect Fit:

• Clear, empathetic communicator with strong problem-solving skills.
• Comfortable working across multiple systems and tools simultaneously.
• Calm and professional under pressure, especially with frustrated customers.
• Detail-oriented with strong documentation habits.

Required Experience & Skills (Minimum):

• 1–2 years technical support, IT helpdesk, or customer-facing troubleshooting.
• Experience with ticketing systems (Zendesk, Jira, ServiceNow).
• Familiarity with SaaS applications, networking basics, or operating systems (Windows, macOS, Linux).
• Strong written and verbal English skills.

Ideal Experience & Skills:

• CompTIA A+, Network+, or equivalent certifications.
• Experience supporting APIs, integrations, or SaaS platforms.
• Exposure to monitoring tools (Datadog, Splunk, New Relic).
• Industry experience in SaaS, IT services, or hardware support.

What Does a Typical Day Look Like?

A Tech Support Specialist’s day revolves around resolving technical issues and ensuring customers remain productive. You will:

• Start by checking ticket queues, prioritizing urgent SLA-bound issues.
• Respond to support tickets and calls, troubleshooting step by step and documenting your process.
• Escalate complex issues to Tier 2/3 support, ensuring detailed notes are logged.
• Update FAQs and knowledge base articles as recurring issues are identified.
• Collaborate with product and engineering teams to flag bugs or provide feedback.
• Wrap up by reviewing metrics (ticket resolution times, backlog) and planning improvements.

In essence: you are the first line of defense for technical problems, ensuring issues are resolved efficiently while keeping customers confident and informed.

Key Metrics for Success (KPIs):

• First Response Time (FRT) within SLA.
• Average Resolution Time (ART) reduced over time.
• First Contact Resolution (FCR) rate ≥ 70–80%.
• CSAT score ≥ 90%.
• Knowledge base updated regularly with recurring solutions.

Interview Process:

• Initial Phone Screen
• Video Interview with Pavago Recruiter
• Practical Task (e.g., resolve 2–3 simulated support tickets or walk through a troubleshooting case)
• Client Interview with Support/Engineering Leadership
• Offer & Background Verification