Description

You provide end-user technical support, resolving hardware and device issues while managing the full ticket lifecycle.

This role is on-site.

Responsibilities

• Identify, research, and resolve technical problems for end users across various platforms.
• Respond to support requests via phone, email, and personnel channels.
• Document, track, and monitor issues from initial report to timely resolution.
• Troubleshoot support tickets, closing resolved cases or escalating to engineering.
• Create documentation detailing troubleshooting steps for reporting and knowledge base purposes.

Required Skills

• 3-6 years of experience in a technical support role.
• Specific experience troubleshooting hardware devices, including Fire TV sticks and appliances.
• Proficiency with ticketing systems for issue tracking and management.
• High proficiency in written and verbal communication, including handling difficult customer conversations.
• Strong attention to detail and high organizational skills.
• Ability to use AI search tools for efficient problem-solving.
• Bachelor's degree in a related field.

Preferred Skills

• Established Technical Support competency.

Key Skills

Education

Bachelor's degree