Technical Support Specialist

2 weeks ago

Reston, Virginia, United States Silent Beacon LLC Full time
Job Title: Technical Support Specialist

Silent Beacon, LLC is seeking a skilled Technical Support Specialist to join our team and provide advanced technical assistance to all customers across various products and services.

Responsibilities:
  • Resolve escalated technical issues efficiently and effectively by providing Tier 2 support to our customers for complex technical issues related to our applications, cloud-based portal, and Bluetooth panic button devices;
  • Develop and implement solutions to resolve technical issues by diagnosing and troubleshooting technical problems, including software/hardware/firmware bugs, device malfunctions, and platform integration issues;
  • Maintain high levels of customer satisfaction by engaging with customers to understand their technical problems, providing clear explanations, and guiding them through troubleshooting steps;
  • Ensure timely escalation and follow up on issues by identifying and escalating unresolved or critical issues to Tier 3 support engineering teams as needed;
  • Update and refine knowledge base articles, manuals, and guides to assist customers and support staff by creating and maintaining detailed documentation of support cases, troubleshooting steps, and resolutions;
  • Monitor and analyze support metrics to identify areas of improvement by performing quality checks on support tickets and cases to ensure adherence to company standards and procedures;
  • Report any bugs or issues found during testing new software updates, features, and device firmware to ensure they function correctly before release;
  • Enhance overall support team's performance by providing training and support to junior support staff and new team members;
  • Collaborate with product development teams to address customer concerns and enhance product quality by collecting, analyzing and sharing customer feedback on recurring issues and areas of improvement;
  • Develop and update technical documentation, including troubleshooting guides, installation manuals, and user manuals to support customers and internal teams;
  • Monitor the performance and stability of the web-based platform, identifying and addressing any issues proactively to ensure optimal user experience;
  • Manage and track incidents from inception to resolution, ensuring timely and effective handling of all support cases;
  • Work closely with engineering, product management, and other departments to resolve technical issues and provide insights into product improvements;
  • Ensure compliance with company policies, security protocols, and regulatory requirements in all technical support activities;
Requirements:
  • Minimum of 3 years of experience in technical support, with a focus on SaaS applications;
  • Excellent verbal and written communication skills, with the ability to explain complex technical concepts to non-technical users;
  • Strong analytical and problem-solving skills, with a proactive approach to resolving technical issues;
  • Familiarity with common programming languages, network protocols, and security best practices is a plus;
  • Ability to work collaboratively with cross-functional teams and contribute to a positive team environment;
  • Excellent organizational skills;
  • Exemplary communication skills: oral, written, auditory, and presentation;
  • Experience with HubSpot preferred;
  • Experience with Jira preferred;
  • Proficient in MS Office Suite Applications (Outlook, Word, Excel, PowerPoint, and Project).
Benefits:
  • Competitive 401(k) retirement savings program;
  • Medical, dental, and disability insurance;
  • Paid-time-off;
  • Progressive career advancement opportunities;
  • Ongoing sales and management support;
  • 401(k) matching;
  • Cell phone reimbursement;
  • Dental insurance;
  • Health insurance;
  • Health savings account;
  • Parental leave;
  • Travel reimbursement;
  • Vision insurance.
Schedule:
  • Monday to Friday;
  • Work Location: Hybrid remote in Rockville, MD 20850;
Job Type:
  • Full-time.

  • Technical Support Team Lead

    3 weeks ago

    Reston, Virginia, United States Ranger Technical Resources Full time

    Technical Support SupervisorJob Summary:Ranger Technical Resources is seeking a skilled Technical Support Supervisor to lead a dynamic team of technical support specialists. As a Technical Support Supervisor, you will be responsible for delivering exceptional customer service, resolving complex technical issues, and driving team performance.Key...

  • Desktop Support Specialist

    3 weeks ago

    Reston, Virginia, United States VIA Technical Full time

    Job Title: Desktop Support SpecialistJob Summary:VIA Technical is seeking a skilled Desktop Support Specialist to join our team. As a Desktop Support Specialist, you will be responsible for providing technical support to our clients, troubleshooting and resolving hardware and software issues, and ensuring the smooth operation of our IT...

  • Medical Support Specialist

    2 days ago

    Reston, Virginia, United States Specialist Office Full time

    Job SummarySpecialist Office is seeking a highly skilled Medical Support Specialist to join our team. As a key member of our healthcare team, you will be responsible for providing exceptional patient care and support in a fast-paced medical office environment.Key ResponsibilitiesCollect and process patient specimens, including blood and stool samples, for...

  • Technical Support Specialist

    4 days ago

    Reston, Virginia, United States The Intersect Group Full time

    Job Title: Technical Support SpecialistJob Summary:We are seeking a highly skilled Technical Support Specialist to join our team at The Intersect Group. As a Technical Support Specialist, you will be responsible for providing exceptional customer service, technical support, and troubleshooting skills to our clients.Key Responsibilities:Provide white glove...

  • Technical Support Specialist

    4 days ago

    Reston, Virginia, United States Concero Full time

    Job Title: Technical Support SpecialistJob Summary:We are seeking a highly skilled Technical Support Specialist to join our team at Concero. As a Technical Support Specialist, you will be responsible for providing technical support to our customers, troubleshooting and resolving technical issues, and ensuring that our customers receive the highest level of...

  • Technical Support Specialist

    6 days ago

    Reston, Virginia, United States Revolution Technologies Full time

    Job Title: Technical Support SpecialistJob Summary:We are seeking a highly skilled Technical Support Specialist to join our team at Revolution Technologies. As a Technical Support Specialist, you will be responsible for providing technical assistance and support to our clients and internal teams.Key Responsibilities:Provide technical support and assistance...

  • Technical Support Specialist

    4 weeks ago

    Reston, Virginia, United States CoWorx Staffing Services Full time

    Job Title: Technical Support SpecialistJob Summary:We are seeking a highly skilled Technical Support Specialist to join our team at CoWorx Staffing Services. As a Technical Support Specialist, you will be responsible for providing expert technical support and troubleshooting for our machines, ensuring that our customers receive top-notch service.Key...

  • Technical Support Specialist

    1 week ago

    Reston, Virginia, United States Addison Group Full time

    Technical Customer Support SpecialistWe are seeking a highly skilled Technical Customer Support Specialist to join our team at Addison Group. As a Technical Customer Support Specialist, you will be responsible for providing top-notch support to our clients, ensuring their hardware and software needs are met.Key Responsibilities:Provide hardware and software...

  • Technical Support Specialist

    3 days ago

    Reston, Virginia, United States Addison Group Full time

    Technical Customer Support SpecialistOur client, a leading provider of technical services, is seeking a skilled Technical Customer Support Specialist to join their team. As a key member of the support team, you will be responsible for providing top-notch technical support to clients, ensuring their hardware and software needs are met.The ideal candidate will...

  • Technical Support Specialist

    3 weeks ago

    Reston, Virginia, United States Honigman LLP Full time

    Job Title: User Support SpecialistHonigman LLP is seeking an experienced User Support Specialist to join our team in Detroit. As a key member of our IT department, you will be responsible for providing top-notch technical support to our attorneys and staff.Responsibilities:Provide timely and effective technical support to users experiencing issues with...

  • Technical Support Specialist

    3 days ago

    Reston, Virginia, United States Softworld, a Kelly Company Full time

    Job Title: Technical Support SpecialistJob Summary:We are seeking a highly skilled Technical Support Specialist to join our team at Softworld, a Kelly Company. As a Technical Support Specialist, you will be responsible for providing exceptional customer service and technical support to our clients.Key Responsibilities:Provide technical support and...

  • Technical Operations Specialist

    4 weeks ago

    Reston, Virginia, United States Source One Technical Solutions Full time

    Job Title: Technical Operations Process SpecialistSource One Technical Solutions is seeking a highly skilled Technical Operations Process Specialist to join our team in Athens, GA. As a key member of our operations team, you will be responsible for providing technical support and expertise to ensure the smooth operation of our manufacturing processes.Key...

  • Technical Support Specialist

    3 days ago

    Reston, Virginia, United States Honigman LLP Full time

    About the RoleHonigman LLP is seeking a highly skilled User Support Specialist to join our team in Detroit. As a key member of our IT department, you will be responsible for providing top-notch technical support to our attorneys and staff.Key ResponsibilitiesProvide expert technical support for hardware, software, and networking issuesCollaborate with...

  • Technical Support Specialist

    1 week ago

    Reston, Virginia, United States Dunhill Professional Search & Government Solutions Full time

    Job SummaryDunhill Professional Search & Government Solutions is seeking a skilled Technical Support Specialist to join our team. As a Technical Support Specialist, you will be responsible for providing technical assistance and training to system users, troubleshooting hardware and software issues, and ensuring timely resolution of problems.Key...

  • Technical Support Specialist

    2 weeks ago

    Reston, Virginia, United States JoCo Full time

    Job Title: Technical Help Desk SpecialistAbout the Role:The Technical Help Desk Specialist is a key member of our IT team at JoCo, responsible for providing top-notch technical support to our users. As a Technical Help Desk Specialist, you will be the first point of contact for users experiencing computer system issues, and your primary goal will be to...

  • Technical Support Specialist

    1 week ago

    Reston, Virginia, United States Kelly Science, Engineering, Technology & Telecom Full time

    Technical Support Specialist OpportunityAt Kelly Science, Engineering, Technology & Telecom, we are seeking a highly skilled Technical Support Specialist to join our team. As a Technical Support Specialist, you will be responsible for providing top-notch technical assistance to our clients, ensuring their technical issues are resolved efficiently and...

  • Technical Support Specialist

    1 week ago

    Reston, Virginia, United States Honigman LLP Full time

    Job Title: Technical Support SpecialistHonigman LLP is seeking a skilled Technical Support Specialist to join our team in Detroit. As a key member of our IT department, you will be responsible for providing top-notch technical support to our attorneys and staff.Responsibilities:Provide technical assistance and troubleshooting for hardware, software, and...

  • Technical Support Specialist

    4 days ago

    Reston, Virginia, United States LinkTrust Full time

    About LinkTrustWe are a leading provider of performance marketing software based in the Salt Lake City Metropolitan Area. Our mission is to empower ad networks, digital agencies, retailers, advertisers, and online marketers to manage and track performance marketing campaigns and marketing intelligence programs globally.Job DescriptionWe are seeking a...

  • Technical Support Specialist

    3 days ago

    Reston, Virginia, United States Wipro Full time

    Job Title: Technical Help Desk SpecialistThe Technical Help Desk Specialist plays a vital role in providing timely and effective support to healthcare providers and customers. They are responsible for resolving technical issues and completing assigned projects.Key Responsibilities:• Provide frontline assistance to customers and healthcare providers via...

  • Technical Support Specialist

    3 days ago

    Reston, Virginia, United States System Soft Technologies Full time

    Technical Support SpecialistSystem Soft Technologies is seeking a skilled Technical Support Specialist to join our team.Key Responsibilities:Provide technical support for desktop and computer systems, including troubleshooting and routine maintenance.Manage assets and IT deployments in an educational or large enterprise setting.Collaborate with...