Receive, triage, and prioritize technical support requests; provide initial troubleshooting and clear guidance for non-technical users; document solutions for the knowledge base; review support quality; and assist in training new support staff.
This is a remote position.
Receive, categorize, and prioritize incoming technical support requests.
Document common issues and solutions to contribute to the knowledge base.
Provide initial troubleshooting and technical assistance to customers.
Communicate technical information in a clear and understandable manner for non-technical users.
Review and assess the quality of support interactions to identify areas for improvement.
Assist in the training of new technical support staff on customer service protocols and technical troubleshooting.
Requirements
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- Proven experience in a technical support role, preferably in a coordination or lead capacity.
- Strong understanding of technical support processes and best practices.
- Excellent communication and interpersonal skills.
- Customer-focused with a commitment to delivering high-quality support.
- Ability to multitask and prioritize in a fast-paced environment.
- Familiarity with help desk software and ticketing systems.
- Problem-solving skills and a methodical approach to troubleshooting.
- Knowledge of basic technical concepts and the ability to convey them to non-technical users.
- Certifications in technical support or customer service are a plus.
N/A:- Please kindly note that this role is for USC and GC Visa holders only.
Interested and qualified candidates should send their resume to [email protected] using the job title as the subject of the mail.
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What you need to know about the Austin Tech Scene
Austin has a diverse and thriving tech ecosystem thanks to home-grown companies like Dell and major campuses for IBM, AMD and Apple. The state’s flagship university, the University of Texas at Austin, is known for its engineering school, and the city is known for its annual South by Southwest tech and media conference. Austin’s tech scene spans many verticals, but it’s particularly known for hardware, including semiconductors, as well as AI, biotechnology and cloud computing. And its food and music scene, low taxes and favorable climate has made the city a destination for tech workers from across the country.
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- Research Centers and Universities: University of Texas, Southwestern University, Texas State University, Center for Complex Quantum Systems, Oden Institute for Computational Engineering and Sciences, Texas Advanced Computing Center
