Technical Support Representative
  • remote
  • IT
  • Volunteer
Overview | Apply

Job Summary:

The Technical Support Representative will provide technical assistance and answers to users questions, assisting users by troubleshooting problems with computer hardware or software.

Supervisory Responsibilities:

  • None.

  • Identifies, investigates, and resolves users problems with computer software and hardware.
  • Fields support calls, chat, email, and/or other communication from users with inquiries regarding software programming, connectivity, printing, and similar concerns.
  • Consults with users to determine steps and procedures taken to identify and resolve the problem.
  • Applies knowledge of computer software, hardware, and procedures to solve problems.
  • Guides users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions.
  • Collaborates with other staff to research and resolve problems.
  • Collaborates with programmers to explain errors and/or recommend modifications in programs.
  • Arranges service by software or hardware vendors to repair or replace defective products.
  • Maintains knowledge of technology innovations and trends.
  • Performs other related duties as assigned.

Required Skills/Abilities:
  • Excellent verbal and written communication skills.
  • Excellent interpersonal and customer service skills.
  • Professional and pleasant telephone manner.
  • Ability to explain technical issues to technical and nontechnical employees and customers.
  • Strong analytical and problem-solving skills.
  • Proficient with Microsoft Office Suite or related software.
  • Proficient with or the ability to quickly learn an array of computer hardware and software.

Education and Experience:
  • Bachelors degree in Computer Science or related field preferred.
  • At least three years of experience in customer technical support highly preferred.

Physical Requirements:
  • Prolonged periods sitting at a desk and working on a computer.
  • Must be able to lift up to 15 pounds at times.

  • Mission-driven, values-based culture.
  • Growth opportunities as we continue to grow and scale.
  • Upbeat, casual and fun office environment and culture.