Technical Support Specialist

Degree Requirements: Bachelor’s degree from an accredited university or college strongly preferred Location: Combination of mostly remote and some in office (downtown Dallas) Position Type: 12 Month Contract Hourly Rate: $25ph Shifts: Rotating (you must be open to rotating shifts) Residency Status: US Citizens and US Permanent Residents only, as sponsorship is not being offered at this time. Position Overview Advance your career in technical support with a high-performing, low-turnover team recognized for its collaborative culture and professional standards. This Technical Support Specialist provides Tier I/II software support for users of custom applications, primarily through written communication. The role is ideal for professionals who excel in written troubleshooting, enjoy problem-solving, and thrive in a structured, team-oriented environment. Key Responsibilities Technical Support & Troubleshooting Provide Tier I/II technical support for custom software applications Troubleshoot Microsoft and/or Apple software-related issues Diagnose user-reported problems and document root cause analysis Escalate complex issues to engineering or senior support teams as needed Maintain accurate case notes and resolution documentation Customer Support & Communication Deliver 90% of support via professional email correspondence; 10% via phone Draft clear, concise, and technically accurate responses Provide step-by-step user guidance and knowledge-based solutions Maintain high customer satisfaction and response-time standards Knowledge Management & Process Improvement Contribute to knowledge base documentation and FAQs Identify recurring issues and recommend process improvements Collaborate with peers to enhance support workflows and service quality Technical Skills Software Application Support Microsoft Applications (SharePoint, Office 365, Windows Environment) Apple Software / macOS Support Issue Diagnosis & Troubleshooting Ticketing Systems Knowledge Base Documentation Customer & Communication Skills Written Technical Communication Professional Email Support Phone Support Clear & Concise Writing Time Management Attention to Detail Multi-Tasking SLA Adherence Qualifications Bachelor’s degree from an accredited college or university strongly preferred 1+ years of hands-on technical software support experience (Microsoft or Apple environments) Strong written and spoken English communication skills Preferred Attributes Experience in structured help desk or service desk environments Ability to work rotating or night shifts Flexibility for overtime when required Enjoys writing detailed technical explanations and user guidance Why Join This Team Highly collaborative, professional culture with exceptionally low turnover Business casual work environment Supportive leadership and high performance standards Opportunity to work alongside top-tier technical support professionals #J-18808-Ljbffr