Tier 2 Technical Support Specialist - Remote Assistance

Our client is a rapidly growing technology company seeking a dedicated and skilled Tier 2 Technical Support Specialist to join their remote support team. This role is critical in providing advanced technical assistance to end-users, troubleshooting complex hardware, software, and network issues. You will be responsible for diagnosing problems, providing timely resolutions, and ensuring a high level of customer satisfaction. As a fully remote position, you will utilize sophisticated remote support tools and maintain clear, concise communication with users across various channels.

Responsibilities:

• Provide advanced technical support to users experiencing issues with hardware, software, and network connectivity.
• Diagnose and resolve complex technical problems, escalating issues to Tier 3 support when necessary.
• Document all support interactions, issues, and resolutions in the ticketing system.
• Assist users with software installations, configurations, and troubleshooting.
• Guide users through step-by-step solutions to resolve technical difficulties.
• Maintain a high level of customer satisfaction through effective and empathetic communication.
• Contribute to the knowledge base by creating and updating support articles and FAQs.
• Identify recurring technical issues and provide feedback to development and operations teams for proactive solutions.
• Monitor system performance and identify potential issues before they impact users.
• Stay up-to-date with the latest hardware, software, and operating system updates.

The ideal candidate will have an Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience. A minimum of 3-5 years of experience in technical support, with a strong understanding of operating systems (Windows, macOS, Linux), network protocols (TCP/IP, DNS, DHCP), and common software applications is required. Experience with remote support tools (e.g., TeamViewer, LogMeIn) and ticketing systems (e.g., Zendesk, ServiceNow) is essential. Excellent troubleshooting, problem-solving, and customer service skills are mandatory. This role is based in **Seattle, Washington, US**, but is a fully remote position, allowing you to work from home. Join a dynamic team and contribute to our commitment to exceptional customer support.