*This is a permanent, direct-hire role that does not offer sponsorship for candidates. Please no C2C*
*This position is hybrid in Salt Lake County, UT, so only Utah-based candidates will be considered*
Key Responsibilities:
- Diagnose and troubleshoot complex issues related to software, networking, and hardware.
- Provide advanced technical support through phone, email, live chat, and ticketing systems.
- Build trust with customers by meeting resolution time goals and following up on outstanding issues.
Qualifications and Skills Required:
- 2-3 years of experience in technical support, preferably within a SaaS or IT environment.
- Strong understanding of Windows OS environments, including troubleshooting and configuration.
- Excellent problem-solving abilities with the capacity to think critically in high-pressure situations.
- Strong written and verbal communication skills, capable of explaining complex technical concepts to both technical and non-technical audiences.
- Proficient in managing support tickets, documenting issues, and following up with escalated cases
Bonus Skills (Not Required):
- SQL and database management experience
- Cloud-based software and APIs
- Networking, IP configurations, VPN setups, etc.