Tech Support Associate: Hardware & Software Troubleshooter

Pathstone; Boston (MA); On-site; USD 52,000 - 72,000; Full time

Job summary

Pathstone invites applications for an Associate in Technology who will provide technical assistance to users, troubleshoot hardware and software, and guide customers through diagnostic steps. You will handle calls, chats, and emails, and collaborate with staff to resolve issues in a fast-paced environment.

The ideal candidate has strong analytical and problem-solving abilities, good communication, and a customer-focused mindset; a bachelor’s degree in CS or related field is preferred.

Qualifications

• Bachelor’s degree in Computer Science or related field preferred.
• At least three years of experience in customer technical support highly preferred.
• Ability to follow instructions, be a team player, handle stress, meet tight deadlines, and maintain an upbeat demeanor.

Responsibilities

• Identifies, investigates, and resolves users’ problems with computer software and hardware.
• Fields support calls, chat, email, and/or other communication from users with inquiries regarding software, connectivity, printing, and similar concerns.
• Consults with users to determine steps and procedures taken to identify and resolve the problem.
• Applies knowledge of computer software, hardware, and procedures to solve problems.
• Guides users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions.
• Collaborates with other staff to research and resolve problems.
• Assist in setting up and shipping computer hardware to new users.
• Arranges service by software or hardware vendors to repair or replace defective products.
• Maintains knowledge of technology innovations and trends.
• Performs other related duties as assigned.
• Professional and pleasant telephone manner.
• Strong analytical and problem-solving skills.
• Proficient with or the ability to quickly learn an array of computer hardware and software customerservice.

Skills

Customer support

Troubleshooting

Communication skills

Team player

Education

Bachelor’s degree in Computer Science or related field

Tools

Hardware setup

Remote support tools

Job description

Pathstone invites applications for an Associate in Technology who will provide technical assistance to users, troubleshoot hardware and software, and guide customers through diagnostic steps. You will handle calls, chats, and emails, and collaborate with staff to resolve issues in a fast-paced environment.

The ideal candidate has strong analytical and problem-solving abilities, good communication, and a customer-focused mindset; a bachelor’s degree in CS or related field is preferred.