Technology Support Specialist

Technology Support Specialist

The Technology Support Specialist assists customers and end users during the installation and use of various technology platforms external to equipment systems.

What You'll Be Doing (Responsibilities)

• Serve as an expert in hardware and software offerings and how they interact with equipment

• Provide technical support through various channels on installation, operation, and troubleshooting in accordance with policies and procedures

• Voice suggestions and concerns regarding user experience opportunities or issues

• Act as primary intermediary between engineering teams and users regarding installation, function, and use of technology products

• Develop and maintain documentation, including knowledge articles and FAQs

• Proactively identify recurring issues and recommend process or product improvements

• Meet or exceed contact centre quality metrics (FCR, ASA/response time, handle time, CSAT) while balancing SLA commitments

• Perform other duties as assigned

Education and Experience

• High school diploma or equivalent required

• Bachelor's degree in a technical field preferred

• Associate's degree in a technical field with two years' related experience considered

• Four (4) years related experience preferred (or equivalent combination of education and experience)

• 1–2 years SaaS or product support experience in a customer-facing role a plus

• Experience with Tier 1 and Tier 2 support, including clear escalation practices

• Contact-centre support experience handling calls, chats, and emails

• Familiarity with contact centre applications (e.g., Genesys Cloud, Five9, Avaya)

• Experience with Incident Management Systems (e.g., Zendesk, ServiceNow, Freshdesk)

• ITIL familiarity is a plus

Skills and Abilities

• General knowledge of software systems and computer science concepts

• Demonstrated experience with various software systems

• Strong written and verbal communication skills; able to translate technical details clearly

• Strong organisational and time management skills; able to manage multiple tickets to SLA

• Strong service orientation and customer service skills

• Ability to quickly understand new software capabilities

• Wireless and IoT networking knowledge a plus (Wi-Fi standards, RF concepts, SSID/security, IoT provisioning, BLE, Zigbee, Z-Wave, device management, security practices)

• Linux shell experience a plus (basic navigation and utilities such as ls, cd, grep, cat)

Work Schedule

• Sunday–Thursday and Tuesday–Saturday coverage model

• May include occasional holidays and weekends

Work Arrangement

• 100% Remote; reliable high-speed internet and suitable workspace required
• Travel
• Minimal travel (less than 10%)
• Standard and Physical Requirements
• Position involves prolonged sitting, standing, manual dexterity, stooping, bending, and minimal lifting