Technical Support Specialist: Fast, Precise Resolutions

Pearl; United States; Remote; USD 50,000 - 72,000; Full time

Job summary

Pearl is seeking a Technical Support Technician to deliver consistently high-quality customer service by resolving complex software, hardware, and peripheral issues via phone and chat, while maintaining a positive user experience and scalable solutions.

You will document troubleshooting steps, contribute to the knowledge base, log and prioritize queries, meet SLAs, and guide customers through step-by-step resolutions, with strong problem-solving and communication in a fast-paced, high-volume

Responsibilities

• Respond to customer inquiries across phone, email, and chat channels, independently managing cases from intake through resolution
• Diagnose and resolve software, hardware, and peripheral issues
• Troubleshoot operating systems, browsers, email clients, and productivity tools with minimal supervision
• Guide customers through step-by-step technical resolutions
• Evaluate multiple solution paths and implement the most effective resolution based on impact and risk
• Maintain deep working knowledge of supported systems and emerging technologies
• Accurately log, categorize, and prioritize queries within the support system
• Document troubleshooting steps and resolutions with precision to improve knowledge sharing and quality standards
• Contribute to internal knowledge base updates to improve first-contact resolution
• Ensure compliance with SLAs and service quality standards
• Deliver consistently high-quality customer experiences across all support interactions
• Meet or exceed defined operational metrics including productivity, fulfillment, Conversation quality, and CSAT
• Balance speed and accuracy in a high-volume environment
• Communicate complex technical concepts clearly to non-technical users
• Identify recurring trends and provide actionable recommendations
• Share insights that drive process improvements and product enhancements
• Participate in structured tests, pilots, and experiments for new tools or processes
• Provide data-driven feedback to inform rollout decisions
• Support implementation of process or system improvements
• Demonstrate full ownership and accountability from intake through resolution
• Operate effectively under pressure while maintaining professionalism
• Contribute to a collaborative, solutions-oriented team environment
• Proficiency in Windows and macOS operating systems, including configuration, troubleshooting, and user account support, and common performance issues
• Working knowledge of hardware and peripheral devices, including printers and scanners, with the ability to diagnose common connectivity and configuration issues
• Hands-on experience with remote desktop support tools and help desk software
• Ability to apply structured troubleshooting methods to independently resolve routine and moderately complex technical issues
• Ability to research and apply technical solutions using internal documentation and external resources
• Experience supporting email clients and productivity applications, including configuration and access troubleshooting
• Knowledge of Consumer Electronics (Smart Phones, TV etc.) is a plus
• Strong written and verbal communication skills, with the ability to explain technical concepts clearly to non-technical users
• Ability to manage customer interactions professionally in high-volume or high-pressure environments while maintaining service quality
• Sound judgment in determining when to resolve independently and when to escape

Job description

Pearl is seeking a Technical Support Technician to deliver consistently high-quality customer service by resolving complex software, hardware, and peripheral issues via phone and chat, while maintaining a positive user experience and scalable solutions.

You will document troubleshooting steps, contribute to the knowledge base, log and prioritize queries, meet SLAs, and guide customers through step-by-step resolutions, with strong problem-solving and communication in a fast-paced, high-volume