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Desktop Support Specialist
2 months ago
Job Type: Contract
Location: Remote
Duration: 4+ months
About the Role:We are seeking a highly skilled Desktop Support I to join our team at Solugenix. As a Desktop Support I, you will be responsible for providing technical support to our clients, troubleshooting issues, and resolving complex technical problems.
Responsibilities:- Manage our ticket queue via email and text message and provide phone or video support upon request or as needed.
- Be the first line of defense for all merchant support tickets, ensuring that the team provides an exceptional service experience and best-in-class technical support when something goes wrong.
- Need to have a combination of deep technical/networking knowledge, strong communication/troubleshooting skills, and a constant desire to never stop building your knowledge of our product.
- Help build a playbook around how to diagnose and triage emerging issues within a new product.
- Resolve complex technical troubleshooting cases to diagnose and remediate failure points.
- Address merchant issues with empathy and urgency, ensuring that every touch point with the merchant is a learning opportunity that brings them closer to success.
- Develop deep expertise in our product, processes, systems, tools, and how to diagnose and resolve an issue, especially in cases where there is no set guidance/playbook.
- Bachelor's degree in a technical field (e.g., information technology, computer science, computer engineering) or equivalent amount of work experience.
- 4+ years of work experience in a related role in a technical support related role (e.g. IT, networking administration, technical support).
- Background working at technical startups or with emerging technologies is a huge plus. Have above-average technical fluency (typing speed of 40 WPM).
- Experience troubleshooting on Android systems.
- Familiarity with Toast, Square, Upserve, Micros, Aloha, Client, or Revel POS.
- Familiarity with G-Suite, ZenDesk, Slack, Atlassian, Salesforce.
$25/hour to $35/hour. Starting rate of pay offered may vary depending on factors including but not limited to, position offered, location, education, training and/or experience.
About Solugenix:Solugenix is an information technology services company known for its deep experience and knowledge in providing comprehensive technology services, solutions, and talent support for companies around the world.
