End User Support Specialist

Position at a Glance:

• Position: End User Support Specialist
• Company: Pathremotenetwfh
• Location: Remote
• Start Date: Immediate openings available
• Compensation: a competitive salary

 

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Description: • Provide tier-1 and tier-2 technical support for the Remote Online Notary platform, assisting users with troubleshooting, setup, and usage • Monitor and respond to support tickets, chats, emails, and incoming calls promptly and professionally • Diagnose and resolve technical issues related to platform functionality, connectivity, and user access • Collaborate with development and organizational teams to escalate and resolve complex issues • Document common issues, resolutions, and FAQs to enhance the knowledge base and improve user self-service capabilities • Develop and help with Helpdesk software, example reports, ticket field additions, etc. • Provides a high level of customer service and timely technical support for end-user computer and networking issues to ensure end-user productivity • Responsible for the installation, configuration and ongoing functionality of desktop computers, peripheral equipment and software • Troubleshoots and responds to situations where standard procedures have failed in isolating or fixing equipment or software problems and performs restorative and maintenance actions either remotely or at end-user location to resolve end-user problems • Typically resolves issues referred by help desk support • Performs a wide range of support functions to assist in departmental processes • Follows clearly defined procedures to complete daily tasks and responsibilities • Uses existing procedures to solve straightforward problems without the consistent need to exercise discretion • Uses basic communication skills to address internal and/or external clients and/or team members • Individual contributor working under direct supervision with little autonomy • Performs all other duties as assigned by management Requirements: • Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience • Typically requires more than 1 year of related work experience • Proven experience in IT support, preferably within SaaS platforms or a similar domain • Experience with systems such as Slack, Office 365, Google Workspace, and others, for administration purposes • Familiarity with remote desktop tools, ticketing systems, and monitoring software • Experience with online notarization platforms or legal technology is a plus Benefits: Apply Job!

 

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