Technical Support Technician — Remote Diagnostics & Help

Insight Global; Teaneck Township (NJ); Presencial; USD 45.000 - 60.000; Jornada completa

Descripción de la vacante

Insight Global is seeking a customer support professional to serve as the first point of contact for clients needing product or technical assistance. You will manage inquiries via a shared inbox and provide remote troubleshooting by phone and email.

The role emphasizes strong communication, problem-solving, and the ability to work in a fast-paced customer-facing environment. Onsite training is provided, with travel as needed.

Formación

• Entry-level friendly role; 1+ year in customer service preferred but strong entry-level candidates considered.
• Excellent verbal and written communication skills.
• Comfortable working on a computer, answering emails, and assisting customers over the phone.
• Ability to prioritize requests coming through a shared inbox.
• Technically inclined and willing to learn hardware/software troubleshooting.
• Able to remotely access a customer's computer to diagnose and resolve issues.
• Strong problem-solving skills with a methodical, question-driven approach.
• Able to work in a fast-paced, customer-facing environment.
• Willing to complete onsite training and travel as needed.

Responsabilidades

• Serve as the first point of contact for customers needing product or technical support.
• Manage customer inquiries through a shared email inbox, ensuring timely, accurate responses.
• Provide customer support and troubleshooting over the phone and via email.
• Remotely access doctors’/customers’ computers to diagnose and troubleshoot issues.
• Assist with troubleshooting hardware, software, and connectivity problems.
• Document customer issues, steps taken, and resolutions.
• Collaborate with internal teams to escalate more complex issues.
• Participate in onsite technical and product training to deepen product knowledge.
• Maintain a professional, patient, and customer-focused demeanor.
• Accept occasional travel as the role grows.

Conocimientos

Customer service

Strong communication

Problem solving

Time management

Remote support

Herramientas

Ticketing system

Remote desktop tools

Descripción del empleo

Insight Global is seeking a customer support professional to serve as the first point of contact for clients needing product or technical assistance. You will manage inquiries via a shared inbox and provide remote troubleshooting by phone and email.

The role emphasizes strong communication, problem-solving, and the ability to work in a fast-paced customer-facing environment. Onsite training is provided, with travel as needed.