Technical Support Specialist

Mwsolutions; Troy (OH); Hybrid; USD 35,000 - 55,000; Full time

Job summary

Mwsolutions is hiring for a Technical Support role in Troy, Ohio, offering a full-time position with remote/hybrid options. You will provide first-line assistance, address login, navigation, and configuration questions, and document all client interactions.

Ideal candidates are patient, organized, and eager to learn software in depth, with a focus on clear communication and adherence to established processes.

Qualifications

• Mock support call or chat.
• Write ticket notes from a scenario.
• Teach an unfamiliar user how to complete a sample workflow.

Responsibilities

• Respond professionally through approved channels.
• Gather complete client, device, environment, timing, screenshot, and reproduction information.
• Resolve login, permission-request, navigation, configuration, and how-to questions within authority.
• Document every meaningful action and client communication.
• Escalate suspected technical failures with sufficient evidence.

Skills

Patient communicator

Active listening

Process-oriented

Tech-savvy

Job description

Technical Support Full-time Troy, Ohio (Remote/Hybrid)

Provides first-line client assistance and resolves ordinary usage, account, training, navigation, and known-issue requests.

• Respond professionally through approved channels.
• Gather complete client, device, environment, timing, screenshot, and reproduction information.
• Resolve login, permission-request, navigation, configuration, and how-to questions within authority.
• Document every meaningful action and client communication.
• Escalate suspected technical failures with sufficient evidence.

What We’re Looking For

• Patient, organized communicator who enjoys helping users and can follow a process.
• Comfortable learning software deeply enough to teach it.
• Does not become defensive when clients are frustrated.

Preferred Background

• Customer service, help desk, call center, hospitality, retail, military, or administrative experience may transfer well.

Required Proof of Competence

• Mock support call or chat.
• Write ticket notes from a scenario.
• Teach an unfamiliar user how to complete a sample workflow.