Job Description This is a remote position. Schedule: 830am-12:30pm, EST, Monday through Friday, 20 hours a week Scope Tier 2 Support Tasks: Handle escalated technical issues such as advanced software troubleshooting, network configurations, and system optimizations. Client Interaction: Serve as the primary contact for US-based small business clients, delivering excellent customer service and technical support. Opportunity for Growth: Opportunity to expand role and knowledge over time as the business grows, taking on additional responsibilities and challenges Client Overview We are a growing technology consulting firm helping small businesses in Massachusetts with their IT needs. Our clients rely on us to keep their technology running smoothly so they can focus on their core business. We make sure they have the right software, hardware, and support to be productive. As we continue expanding our client base, we need a talented individual to provide exceptional technical support. This is a chance to learn the latest technologies while ensuring our clients succeed. Responsibilities Handle Second Level Support: Serve as the primary point of contact for resolving escalated technical issues beyond Tier 1 support. Efficiently Escalate Complex Issues: Properly escalate unresolved problems to the appropriate technical team for further investigation and resolution [4]. Problem Tracking and Resolution: Track, route, and redirect issues to the correct resources, ensuring swift resolution. Guide Customers Through Solutions: Walk customers through complex troubleshooting processes to resolve technical issues effectively. Ensure Customer Satisfaction: Follow up with customers to ensure their issues are resolved satisfactorily, providing feedback and support until resolution. Exceed Customer Expectations: Utilize exceptional customer service skills to exceed customers' expectations in resolving technical issues. Document Solutions: Ensure accurate recording and documentation of technical issues and resolutions in trouble tickets. Process Improvement: Recommend procedure modifications or improvements based on recurring technical issues to enhance service delivery. Continuous Learning: Continually build knowledge of IT help desk procedures, products, and services to improve support delivery. Requirements Experience: Proven working experience in Tier 2 IT help desk support roles. Technical Proficiency: Proficiency in Windows and Mac environments, with a working knowledge of help desk software, databases, and remote control tools. Technical Understanding: Strong understanding of computer systems, mobile devices, printers, and other peripherals. Problem-solving Skills: Ability to diagnose and resolve complex technical issues beyond basic troubleshooting. Communication Skills: Excellent English communication skills, both verbal and written. Customer Orientation: Customer service-oriented mindset with a commitment to delivering exceptional support experiences. Composure: Ability to remain calm and composed under pressure, especially when dealing with challenging technical issues. Education: BA/BS degree in Computer Science, Information Technology, or a related field preferred. Independent Contractor Perks Permanent work from home Immediate hiring Steady freelance job ZR_24930_JOB Requirements Experience: Proven working experience in Tier 2 IT help desk support roles. Technical Proficiency: Proficiency in Windows and Mac environments, with a working knowledge of help desk software, databases, and remote control tools. Technical Understanding: Strong understanding of computer systems, mobile devices, printers, and other peripherals. Problem-solving Skills: Ability to diagnose and resolve complex technical issues beyond basic troubleshooting. Communication Skills: Excellent English communication skills, both verbal and written. Customer Orientation: Customer service-oriented mindset with a commitment to delivering exceptional support experiences. Composure: Ability to remain calm and composed under pressure, especially when dealing with challenging technical issues. Education: BA/BS degree in Computer Science, Information Technology, or a related field preferred.