Technical Support Specialist - Work From Home / Reside in AZ

ZipRecruiter; Phoenix (AZ); Remote; USD 40,000 - 55,000; Full time

Job summary

A leading company is seeking a Technical Support Specialist to provide technical assistance to clients. This work-from-home role requires expertise in troubleshooting Microsoft O365 and excellent communication skills. The ideal candidate will have a High School Diploma and relevant experience. Join a dynamic team focused on delivering exceptional service and fostering client loyalty.

Qualifications

• 1-2 years related experience or equivalent.
• Knowledge of computer hardware and software.

Responsibilities

• Perform basic Microsoft O365 troubleshooting.
• Act as the primary contact for all service requests.
• Maintain up-to-date documentation and knowledge base.

Skills

Active listening

Effective communication

Decision-making

Time management

Education

High School Diploma

Tools

Microsoft O365

Job description

Job Description

Position Overview: The Technical Support Specialist position serves as the first point of contact for customers and provides technical assistance to computer users. Responsibilities include answering questions or resolving computer problems for clients in person, via telephone, or electronically. The role may involve assistance with computer hardware and software, including printing, installation, office productivity and business applications, email, and operating systems. This is a work-from-home position; however, the applicant must reside in Arizona.

Duties and Essential Job Functions:

1. Perform basic Microsoft O365 troubleshooting.
2. Act as the primary contact for all service requests.
3. Perform triage, problem identification, troubleshooting, and escalate issues as appropriate.
4. Review open tickets daily, follow up with requestors based on SLA agreements.
5. Update ticket notes, route misdirected tickets, and resolve tickets.
6. Generate and distribute notifications about outages and high-profile events.
7. Assist with high-priority/escalated issues, workflow processes, and procedural questions related to account policies.
8. Maintain up-to-date documentation and knowledge base.
9. Track time entries daily for client-facing and internal work.
10. Follow up with customers on completed requests.
11. Participate in on-call rotation.
12. Contribute to other projects or assignments as needed.

Core Values:

• DYNAMIC SERVICE: We adapt to meet each client's unique needs based on our relationship.
• ENGINEERING INTEGRITY: We build trusting relationships and deliver on our commitments.
• CROWD-SOURCE LOYALTY: Our team collaborates to exceed client expectations and foster loyalty.
• HYPERLINK TO ACHIEVEMENT: We connect technology solutions to realize business dreams.
• SOLID STATE ACCOUNTABILITY: We take ownership of delivering solutions with unwavering service.
• OPEN SOURCE COMPASSION: We genuinely care about our clients and colleagues.
• GATEWAY TO FUN: We provide personalized, engaging client experiences.

Qualifications:

• High School Diploma or 1-2 years related experience; or equivalent.
• Knowledge of computer hardware, software, and applications.
• Understanding of customer service principles.
• Attendance and punctuality are essential.
• Active listening and effective communication skills.
• Knowledge of administrative procedures and systems.
• Reading comprehension and decision-making skills.
• Effective writing and instructional abilities.
• Ability to actively help others and manage time efficiently.

Physical Demands: Regular sitting, talking, hearing, bending, and reaching. Visual acuity for computer work. Accommodations available for disabilities.

Working Conditions: Indoor contact center environment with occasional early/late hours for urgent needs or emergencies.

Note: This description is not exhaustive. Employees may perform other duties as needed to meet organizational needs.