Technical Support Specialist - (IT Support Specialist)

Description

Summary: Seeking a Tech Support Specialist to provide fast, clear, and effective Level 1 and 2 technical support for customers and internal users. Highlights: 1. Troubleshoot and resolve Level 1 / Level 2 technical issues 2. Support SaaS, software, hardware, and IT helpdesk issues 3. Collaborate with product, QA, and engineering teams **Tech Support Specialist (IT Helpdesk, SaaS Support, Zendesk/Jira) – Remote \| U.S. Hours****Position Type:** Full\-Time, Remote **Working Hours:** U.S. Business Hours **About the Role** We’re hiring a **Tech Support Specialist** to provide fast, clear, and effective technical support for customers and internal users. This role is focused on resolving **Level 1 and Level 2 technical issues**, managing support tickets, documenting solutions, and escalating complex cases to engineering or higher\-tier support teams. If you’re a strong troubleshooter, clear communicator, and comfortable supporting **SaaS, software, hardware, or IT helpdesk issues**, this role is for you. **What You’ll Own****Customer Support \& Troubleshooting*** Respond to support tickets, calls, and chats through platforms like: * + Zendesk + Freshdesk + Jira Service Desk + ServiceNow * Diagnose and resolve **Level 1 / Level 2 technical issues** * Support common issues such as: * + Password resets + Connectivity problems + App errors + Access issues * Explain technical solutions in clear, simple language **Issue Escalation*** Escalate complex issues to Tier 2/3 support, DevOps, or engineering * Document troubleshooting steps before escalation * Ensure handoffs are clear, complete, and easy to act on **Basic System Administration*** Handle account provisioning and access permissions * Perform system resets and user access updates * Support onboarding and offboarding workflows **Documentation \& Knowledge Base*** Create and update FAQs and support documentation * Document recurring issues and solutions * Improve resolution speed through better internal knowledge resources **Monitoring \& Alerts*** Use monitoring tools such as Datadog, Splunk, New Relic, or similar * Identify issues proactively when possible * Report recurring problems and trends for root cause analysis **Collaboration*** Work with product, QA, and engineering teams * Share customer insights, bug reports, and feature feedback * Support continuous improvement in product and support processes **What Makes You a Strong Fit*** Clear, empathetic communicator * Strong problem\-solving and troubleshooting skills * Calm and professional with frustrated users * Comfortable working across multiple systems * Detail\-oriented with strong documentation habits * Able to manage tickets, priorities, and SLAs **Requirements*** 1–2 years of experience in: * + Technical support + IT helpdesk + Customer\-facing troubleshooting * Experience with ticketing tools such as Zendesk, Jira, or ServiceNow * Familiarity with: * + SaaS applications + Networking basics + Windows, macOS, or Linux * Strong written and verbal English communication * Comfortable working remote during U.S. business hours **Nice to Have*** CompTIA A\+, Network\+, or similar certification * Experience supporting APIs, integrations, or SaaS platforms * Exposure to monitoring tools such as Datadog, Splunk, or New Relic * Experience in SaaS, IT services, or hardware support **Tools \& Tech*** Zendesk / Freshdesk / Jira Service Desk / ServiceNow * Datadog / Splunk / New Relic * Windows / macOS / Linux * SaaS applications and internal admin tools **What Success Looks Like*** Fast first response times within SLA * Reduced average resolution time * Strong first contact resolution rate * High customer satisfaction scores * Clear documentation and updated knowledge base articles * Smooth escalation and handoff process **Key Metrics (KPIs)*** First Response Time (FRT) * Average Resolution Time (ART) * First Contact Resolution (FCR) of 70–80%\+ * CSAT score of 90%\+ * Knowledge base updated with recurring solutions **Interview Process*** Initial Phone Screen * Video Interview with Pavago Recruiter * Practical Task: simulated support tickets or troubleshooting case * Client Interview with Support/Engineering Leadership * Offer \& Background Verification **Apply Now** If you’re a **Tech Support Specialist who can troubleshoot issues, communicate clearly, and keep customers confident**, we’d love to hear from you. Apply now and help deliver fast, reliable technical support.