Desktop Support Technician

Job Title: Desktop Support I / Technical Support Specialist
Location: Remote
Duration: 12+ Month Contract
Job Summary
We are seeking a customer-focused Desktop Support I / Technical Support Specialist to provide accurate and timely technical assistance to customers via phone, email, and chat. The ideal candidate will possess strong troubleshooting abilities, excellent communication skills, and a commitment to delivering exceptional customer service in a fast-paced support environment.
Key Responsibilities
Provide technical support to customers through telephone, email, and chat channels.
Troubleshoot software and technical issues while meeting established service level agreements (SLAs).
Educate customers on product functionality, features, and best practices.
Accurately document and manage support incidents within ticketing and incident management systems.
Advocate for customers by tracking reported issues through resolution.
Collaborate with Development, QA, and Implementation teams to identify and resolve product-related issues.
Validate, document, and report software defects and design concerns.
Assist with testing and validation of new product releases and enhancements.
Participate in team meetings, training sessions, and knowledge-sharing initiatives.
Support special projects and additional responsibilities as assigned.
Maintain a professional, customer-focused approach in all interactions.

Work arrangement
Yes