Product Support Technician - Entry Level

MaziCTools; United States; Remote; USD 42,000 - 54,000; Full time

Job summary

MaziCTools is seeking a Product Support Technician in the United States to handle Tier 1 support calls, guide users through problem resolution, and manage open tickets with clear documentation. The role emphasizes escalation when necessary and sharing insights with the team.

In this position, you will actively listen to end users, enable solutions to common problems, and document call outcomes for further action by teammates. The role requires 8-hour workdays in the USA.

Qualifications

• Strong communication and active listening for Tier 1 support
• Excellent ticket/documentation practices
• Problem-solving across common software/hardware issues

Responsibilities

• Handle Tier 1 support calls and guide callers through problem resolution
• Manage and document open tickets, ensuring timely updates
• Escalate issues when appropriate and share insights with teammates
• Provide end-user education and contribute to knowledge sharing

Job description

MaziCTools is seeking a Product Support Technician in the United States to handle Tier 1 support calls, guide users through problem resolution, and manage open tickets with clear documentation. The role emphasizes escalation when necessary and sharing insights with the team.

In this position, you will actively listen to end users, enable solutions to common problems, and document call outcomes for further action by teammates. The role requires 8-hour workdays in the USA.