Technical Support Specialist

This role is designed for an experienced Technical Support Specialist seeking a new challenge in the security space.

Your Role and Impact

As the first point of contact for customers and internal users, Technical Support Specialists are responsible for building strong relationships and delivering an exceptional user experience. You will monitor phone and ticketing systems, troubleshoot technical issues in the application hosting environment, and coordinate with internal teams to support end-user success.

You will resolve desktop and application issues across Windows and Mac systems, troubleshoot mail flow and connectivity problems, and ensure service levels are consistently met. You’ll also contribute to documentation and identify opportunities for process improvement. Success in this role requires curiosity, technical agility, strong customer service skills, and the ability to thrive in a dynamic environment.

Responsibilities

• Handle a high volume of support calls and monitor, triage, and troubleshoot incoming requests through ticket queues
• Provide technical phone support for users of the Workplace product and accurately log all interactions in the ticketing system
• Navigate technical documentation to follow appropriate troubleshooting steps for reported issues
• Monitor ticket queues to ensure SLA compliance and escalate when necessary
• Maintain clear and consistent documentation of incidents and resolution notes using Zendesk
• Deliver remote desktop support to both client and internal users
• Proactively identify emerging issues and act quickly to mitigate impact
• Notify management of trending technical problems and contribute ideas for process improvements
• Build effective cross-functional relationships to support escalation paths and end-user success
• Uphold a positive, professional atmosphere with both customers and colleagues

Requirements

Preferred Qualifications :

Benefits