Technical Support Specialist (Help Desk N1/N2)
Location: Remote
Schedule: Monday to Friday, 8:00 AM - 5:00 PM CST
ABOUT THE ROLE
We are seeking a Technical Support Specialist to provide remote support to customers across the United States and Canada. This role focuses on troubleshooting software applications, Windows environments, printers, label printing systems, and related technologies. The position requires experience delivering customer-facing technical support through phone, email, and remote access tools, while ensuring timely issue resolution and maintaining accurate support documentation.
REQUIREMENTS
- 2+ years of experience in Technical Support, Help Desk, IT Support, or Application Support roles.
- Experience supporting Windows desktop environments, software applications, and hardware devices.
- Strong troubleshooting skills, including printer drivers, print queues, and label printing systems.
- Experience using remote support tools such as TeamViewer, LogMeIn, Zoho Assist, VNC, RemotePC, or similar platforms.
- Advanced English level (C1+) for professional communication.
- Knowledge of customer support processes and technical documentation.
NICE TO HAVE
- Experience supporting barcode or label printers such as Zebra, Sato, Datamax, or similar.
- Knowledge of Microsoft SQL Server, including backups, restores, and basic queries.
RESPONSIBILITIES
- Provide technical support via phone, email, and remote support platforms.
- Troubleshoot and resolve software, Windows, hardware, and application-related issues.
- Diagnose and fix printer, print driver, print queue, and label printing problems.
- Assist users with software installation, configuration, updates, and refresher training.
- Maintain accurate support records and document troubleshooting activities.
- Escalate complex issues and collaborate with internal teams to ensure timely resolution.
