Technical Support Specialist

3 hours ago


Miami FL USA, United States RPL International Full time

Job Summary:

RPL International is seeking a skilled Technical Support Specialist to join our team. As a Technical Support Specialist, you will be the first point of contact for customers seeking technical assistance via phone, email, or chat.

Key Responsibilities:

  • Diagnose and troubleshoot basic hardware and software issues.
  • Provide step-by-step guidance to customers in resolving common technical problems.
  • Document customer interactions and solutions in the support ticketing system.
  • Escalate complex issues to Tier 2 support when necessary.

Tier 2 Responsibilities:

  • Handle escalated support tickets from Tier 1, providing advanced troubleshooting and resolution.
  • Analyze and resolve more complex technical issues, including system configurations and network connectivity.
  • Collaborate with engineering and product teams to identify and resolve product-related issues.
  • Create and maintain technical documentation and knowledge base articles.
  • Conduct follow-ups with customers to ensure satisfaction and resolution.

Requirements:

  • Proven experience in a technical support role (3+ years of experience).
  • Strong understanding of computer systems, mobile devices, and software applications.
  • Familiarity with operating systems (Windows, macOS, Linux) and networking concepts.
  • Excellent verbal and written communication skills.
  • Ability to work independently and as part of a team in a fast-paced environment.
  • Customer service-oriented mindset with strong problem-solving abilities.
  • Rotational on-call weekends.

Preferred Skills:

  • Experience with ticketing systems (e.g., Zendesk, ServiceNow).
  • Knowledge of cloud services and virtualization technologies.
  • Relevant certifications (e.g., CompTIA A+, Network+, Microsoft certifications) are a plus.
  • Experience with Jack Henry is a plus.


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