Product Support Specialist

Talentoma; New Jersey; A distancia; USD 56.000 - 67.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health coverage

Paid leave

401(k)

Bonus opportunities

Stipends

Descripción de la vacante

Talentoma is seeking a Technical Support Specialist for a fully remote position based in New Jersey, United States. The role requires a 40-hour weekly commitment and involves assisting users with IT issues across software, devices, and connectivity.

You will work with a team of technicians and product contacts, escalating when needed and maintaining clear records of troubleshooting steps and outcomes. Remote support tools and strong communication are essential.

Formación

• High school diploma or equivalent.
• 1–2 years in technical support or service desk preferred.
• Familiarity with ServiceNow and clear request updates.
• Experience with TeamViewer for remote support.
• Familiarity with Okta and Windows 11 troubleshooting.

Responsabilidades

• Assess incoming requests (calls, emails) and set priority in the IT help desk.
• Gather device, software, error, and connectivity details to reproduce issues.
• Use remote tools to troubleshoot with user permission.
• Communicate clearly, summarize next steps at the end of each interaction.
• Document symptoms, actions, and outcomes for seamless handoffs.

Conocimientos

Clear communication

Analytical thinking

Problem solving

Educación

High school diploma or equivalent

Herramientas

ServiceNow

TeamViewer

Five9

Okta

Windows 11

Descripción del empleo

Monthly Pay: $4,983 - $6,000 USD per month

Summary:

Each shift begins with the open queue: calls, emails, and requests waiting for a clear technical answer. The Technical Support Specialist diagnoses user issues with approved software, account access, devices, and connectivity, helping people return to productive work while preserving reliable service. This role sits within the technical support team and works under a technical support team lead, who provides priorities, guidance, and escalation direction. The specialist works directly with users, peer specialists, system administrators, and product contacts to clarify symptoms and coordinate practical resolutions. This is a fully remote, work from home position based in New Jersey, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities:

• Review incoming calls, emails, and requests in an IT help desk such as ServiceNow, identify the reported issue, and set an appropriate priority.
• Confirm user identity through approved internal steps, gather device, software, error, and connectivity details, and restate the issue to ensure shared understanding.
• Use a remote support tool such as TeamViewer to view or troubleshoot eligible user devices after obtaining permission and explaining the intended actions.
• Handle phone-based assistance through a contact-center phone system such as Five9, communicate clearly, and summarize next steps before ending each interaction.
• Check relevant settings in an operating system such as Windows 11 and use an identity platform such as Okta when assigned access issues require review.
• Record symptoms, actions taken, outcomes, ownership, and user communications in each request so another specialist can continue the work if needed.
• Search approved internal guidance, compare known solutions to the reported behavior, and share accurate instructions that match the user situation.
• Follow up on open requests, confirm whether the solution worked, and update the request status or close it when the user confirms resolution.
• Escalate unresolved, recurring, or higher-impact issues to senior technical support staff, system administrators, or product contacts with complete troubleshooting notes.
• Meet quality expectations through accurate troubleshooting, timely turnaround, complete notes, respectful communication, and reliable follow-up.

Qualifications:

• High school diploma or equivalent.
• About 1-2 years preferred in technical support, service desk, user assistance, or a related desk-based technology role.
• Familiarity with an IT help desk such as ServiceNow and the ability to maintain clear, useful request updates.
• Familiarity with a remote support tool such as TeamViewer and safe practices for assisting users during remote sessions.
• Familiarity with an identity platform such as Okta, an operating system such as Windows 11, and basic access troubleshooting concepts.
• Ability to explain technical steps in plain language through calls, email, and written request updates.
• Sound judgment when gathering facts, following established procedures, and recognizing when an issue needs escalation.
• Reliable computer, high-speed internet, and a quiet private workspace, with availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.
• Fully remote work from a dedicated home workspace in New Jersey, United States.
• Structured onboarding and training on ServiceNow, TeamViewer, Five9, Okta, and Windows 11 support workflows.
• Regular check-ins with the technical support team lead for guidance, feedback, and issue review.
• Experience that builds diagnostic reasoning, user guidance, request prioritization, and technical writing skills.
• Health coverage, paid leave, a 401(k), bonus opportunities, and stipends.