Tier II Technical Support Specialist

JOB TITLE: Tier II Technical Support Specialist
DEPARTMENT: Client Services

Primary Objective: The Technical Support Specialist is enthusiastic about our company's brand and products, and provides top-level technical support to end users. They have strong troubleshooting skills and bring valuable experience in networking and escalated tech support issues.

Pay Rate: $500 USD per month
Hours:
8:00am - 5:00pm US EST Monday - Friday (40 Hours per week)

Responsibilities:
-Coordinates, diagnoses, and troubleshoots end-users technical requests over the phone, email,
chat, or other channels.
-Consults with users to determine appropriate hardware and software needs
-Provides timely resolution of problems or escalations on behalf of the end-user to appropriate
the next level of support in alignment with established service level agreements.
-Responsible for alerting management to emerging trends in service tickets, problems or issues.
-Comprehend, apply and present technical information to customers in a non-technical manner.
-Utilize computer equipment, software, and diagnostic tools to perform a broad range of
computer operations assignments.
-Assist with the creation and documentation of technical knowledge base for common issues
experienced by end-users.
-Improve on existing processes by evaluating objectives and specifications and making
recommendations
-Perform data entry duties to document problems and conversations on the end-users case.
-Perform other duties as assigned.

Qualifications:
-2+ years of related experience with computers and providing customer service in a call center
environment.
- A.S. in Computer Science preferred.
- Previous CRM and ERP experience preferred.
- Experience using Google Suite, and other basic computer related skills.
- Experience using NetSuite preferred.
- Experienced in in-depth troubleshooting at an escalated tech level.
- Networking skills preferred.
- Ability to effectively prioritize and execute tasks and adapt to change.
- Ability to work under pressure with interruptions and challenging deadlines.
- Must show aptitude and desire to learn new skills on the job.
- Analytical and problem-solving abilities.
- Team-oriented, collaborative and have a positive attitude.
- Strong customer-service orientation with ability to be courteous and helpful.

Benefits:
- Paid Vacation, Holiday & Sick Time Offered
- Daily Check-In with Multiple Points of Contact
- Room for Advancement
- Positive Working Environment
- 13th Month of Pay

It is important that you write 'Technical Support' in the email subject line. If you miss this part, we will not read your email and you will be disqualified immediately.

To apply, please send an email to remotehiring.ovs@gmail.com with your RESUME along with answers to these questions:
- What is your job experience? Why are you the best person for this position?
- What is your experience level with Tech Support?