We are seeking a knowledgeable and customer-focused Technical Support Specialist to join our team. In this role, you will provide front-line technical assistance to users, troubleshoot issues, and ensure a smooth, efficient support experience across all communication channels.

Key Responsibilities

Provide Technical Assistance: Respond to user inquiries via phone, email, chat, or ticketing systems regarding hardware, software, network, or account issues.
Troubleshoot Issues: Diagnose technical problems, guide users through solutions, and escalate complex cases when needed.
Document Support Activity: Maintain accurate records of issues, steps taken, and resolutions within the ticketing system.
Perform System Checks & Configuration: Assist with installations, updates, configuration changes, and routine maintenance tasks.
Customer Service Excellence: Deliver clear, professional, and empathetic communication to ensure a high-quality support experience.
Collaborate with Teams: Work closely with engineering, IT, and product teams to report bugs, track recurring issues, and improve processes.
Knowledge Base Management: Contribute to internal and external documentation, FAQs, and self-service resources.

Qualifications

Proven experience in technical support, IT support, help desk, or a related field.
Strong troubleshooting skills for hardware, software, and basic networking issues.
Knowledge of operating systems (Windows, macOS, Linux), mobile devices, and common business applications.
Familiarity with ticketing systems such as Zendesk, Jira, ServiceNow, or similar.
Excellent communication and customer service skills.
Ability to manage multiple tasks, prioritize, and work in a fast-paced environment.
A+ or other relevant certifications (preferred but not required).

Preferred Skills

Experience with remote support tools.
Understanding of SaaS platforms, cloud technologies, or CRM systems.
Strong analytical and problem-solving abilities.
Ability to translate technical concepts into easy-to-understand language for customers.

Game day USA

Technical Support

Naperville, ILup to 129k per yearfull-time