Technical Support Specialist – Remote

Job Summary TechAssist Global, a leader in delivering cutting-edge IT solutions and customer-centric support services, is seeking a proactive and detail-oriented Technical Support Specialist to join our remote team. In this role, you will be the first point of contact for customers facing technical issues, guiding them through troubleshooting steps and resolving their queries efficiently. You will play a crucial role in ensuring customer satisfaction by providing timely and accurate support, documenting issues, and collaborating with cross-functional teams to improve service delivery. If you are passionate about technology, problem-solving, and delivering excellent customer experiences, this is the role for you. Key Responsibilities • Provide first-line technical support to customers via phone, email, and live chat. • Diagnose and troubleshoot software, hardware, and network issues promptly and accurately. • Escalate unresolved issues to higher support levels while ensuring proper documentation and tracking. • Offer solutions and workarounds while maintaining a positive and professional tone. • Collaborate with engineering, product, and QA teams to ensure efficient issue resolution. • Maintain detailed logs of customer interactions and resolutions in the support system. • Educate customers on product features, best practices, and updates to enhance their experience. • Participate in the development and improvement of support documentation and FAQs. • Stay updated on new technologies, tools, and software related to the company’s products. • Meet service level agreements (SLAs) and contribute to team goals and performance metrics. Required Skills and Qualifications • Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience). • Proven experience in technical support, help desk, or customer service role. • Strong understanding of operating systems, networks, and software troubleshooting. • Excellent verbal and written communication skills in English. • Ability to explain complex technical issues in simple terms to non-technical users. • Analytical mindset with attention to detail and problem-solving skills. • Customer-oriented approach with empathy and patience. • Familiarity with support tools such as ticketing systems, remote assistance tools, and CRM platforms. • Ability to multitask, prioritize issues, and manage time effectively in a fast-paced environment. Experience • 1–3 years of experience in technical support, customer service, or IT support roles. • Experience working in remote or distributed teams is highly desirable. • Exposure to cloud platforms, cybersecurity tools, and enterprise software solutions is a plus. Working Hours • This is a fully remote role with flexible working hours aligned with customer support requirements. • Availability for rotational shifts including evenings and weekends may be required based on customer needs and time zones. • We support work-life balance and offer scheduling accommodations where possible. Knowledge, Skills, and Abilities • In-depth knowledge of troubleshooting methodologies and technical issue resolution. • Strong interpersonal skills with the ability to build rapport and trust with customers. • High level of accountability and ownership for assigned issues. • Ability to adapt to new tools, technologies, and changing priorities quickly. • Patience, resilience, and the ability to handle high-pressure situations. • Strong written documentation and reporting capabilities. • Self-motivated with a continuous learning mindset. Benefits • Competitive salary and performance incentives. • Work from home – global team collaboration without geographical restrictions. • Paid time off, sick leave, and wellness programs. • Continuous learning opportunities, certification support, and career development paths. • Access to cutting-edge tools and technology platforms. • Inclusive and supportive team culture promoting diversity and innovation. Why Join TechAssist Global? At TechAssist Global, we believe technology should empower people, not complicate their lives. Our team is built on trust, innovation, and a shared commitment to providing world-class technical support to customers worldwide. We offer an environment where learning is encouraged, ideas are welcomed, and your contributions are valued. Join us and be part of a team that is passionate about solving problems, delivering excellence, and growing together. How to Apply Interested candidates are invited to submit their updated resume along with a cover letter detailing their technical expertise and experience. Please send your application to us with the subject line “Technical Support Specialist – Remote Application.” Shortlisted candidates will be contacted for interviews.