Precision Solutions · 6 hours ago
Technical Support Specialist
USA
Full-time
Remote
Mid Level
3+ years exp
Maximize your interview chancesAppsStaffing Agency
No H1B
Security Clearance Required
Insider Connection @Precision Solutions
Get 3x more responses when you reach out via email instead of LinkedIn.
Responsibilities
Respond to customer inquiries in a timely and professional manner, providing technical support and troubleshooting assistance
Assist customers with issues related to lost passwords, security setup, locating resources, verification emails, and other platform-related concerns
Diagnose and resolve technical issues, ensuring a high level of customer satisfaction
Develop and maintain a deep understanding of the platform and its features
Utilize technical support best practices to diagnose and resolve customer issues efficiently and effectively
Stay current with platform updates and new features to provide accurate support
Communicate clearly and effectively with customers, providing step-by-step instructions and guidance to resolve their issues
Maintain a positive and professional demeanor in all customer interactions
Follow up with customers to ensure their issues are fully resolved and they are satisfied with the support provided
Document customer interactions and support cases to report to management
Generate and analyze support reports to identify trends, common issues, and areas for improvement
Contribute to the creation and maintenance of support documentation, including FAQs and knowledge base articles
Work closely with the Customer Success Team and other team members to ensure a seamless support experience for customers
Collaborate with cross-functional teams, including engineering and product management, to address and resolve complex technical issues
Share insights and feedback with the team to improve the overall support process
Identify opportunities for improving the customer support process and contribute to the development of support resources, such as FAQs, knowledge base articles, and training materials
Stay up-to-date with industry trends and best practices in technical support
Participate in training and development opportunities to enhance technical support skills
Qualification
Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.
Required
3+ years of experience in a technical support role, preferably within a SaaS or technology company
Strong understanding of technical support best practices and troubleshooting methodologies
Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users
Proficiency in using support ticketing systems and other support tools
Strong problem-solving skills and attention to detail
Ability to work independently and as part of a team in a remote work environment
US Citizenship - Clearable; Ability to obtain a Secret Clearance
Preferred
A Bachelor’s degree in Computer Science, Information Technology, or a related field is preferred
Local to Washington D.C. is preferred
Experience working within a start-up environment is highly preferred
Company
Precision Solutions
Precision Solutions is a staffing firm for the government, commercial, IT, and healthcare sectors.
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Erick Poole
President & CEO
Company data provided by crunchbase
