Technical Support Specialist - (IT Support Specialist)

1 hour, 23 minutes ago
Full-time
Junior
Customer and Technical Support
Pavago

Pavago

Pavago specializes in connecting small and medium-sized businesses with skilled offshore talent from Pakistan and Latin America, offering a streamlined recruitment process that enables the hiring, onboarding, and payment of remote employees at signific...

IT Services
Founded 2023

Description

  • Respond to customer and internal support tickets, calls, and chats across helpdesk platforms such as Zendesk, Freshdesk, Jira Service Desk, or ServiceNow.
  • Diagnose and resolve Level 1 and Level 2 technical issues, including password resets, connectivity problems, app errors, and access issues.
  • Explain technical solutions in clear, simple language to customers and internal users.
  • Escalate complex issues to Tier 2/3 support, DevOps, or engineering with complete troubleshooting notes and clear handoffs.
  • Handle basic system administration tasks such as account provisioning, access permissions, system resets, and user access updates.
  • Support onboarding and offboarding workflows for users and accounts.
  • Create, update, and maintain FAQs, support documentation, and knowledge base articles.
  • Document recurring issues, solutions, and trends to improve resolution speed and root cause analysis.
  • Monitor systems using tools such as Datadog, Splunk, or New Relic to identify potential issues proactively.
  • Collaborate with product, QA, and engineering teams by sharing customer insights, bug reports, and feature feedback.

Requirements

  • 1–2 years of experience in technical support, IT helpdesk, or customer-facing troubleshooting.
  • Experience with ticketing tools such as Zendesk, Jira, or ServiceNow.
  • Familiarity with SaaS applications and networking basics.
  • Working knowledge of Windows, macOS, or Linux.
  • Strong written and verbal English communication skills.
  • Comfortable working remotely during U.S. business hours.
  • Strong problem-solving, troubleshooting, and documentation habits.
  • Ability to manage tickets, priorities, and SLAs.
  • CompTIA A+, Network+, or a similar certification is preferred.
  • Experience supporting APIs, integrations, or SaaS platforms is preferred.
  • Exposure to monitoring tools such as Datadog, Splunk, or New Relic is preferred.
  • Experience in SaaS, IT services, or hardware support is preferred.

Interested in this position?

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