Technical Support Specialist - (IT Support Specialist)

11 hours, 21 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 support tickets, calls, and chats using tools such as Zendesk, Freshdesk, Jira Service Desk, or ServiceNow.
  • Diagnose and resolve Level 1 and Level 2 technical issues for customers and internal users.
  • Troubleshoot common problems including password resets, connectivity issues, app errors, and access issues.
  • Escalate complex cases to Tier 2/3 support, DevOps, or engineering with complete troubleshooting notes and clear handoffs.
  • Handle account provisioning, access permissions, system resets, and user access updates.
  • Support onboarding and offboarding workflows.
  • Create, update, and improve FAQs, support documentation, and knowledge base articles.
  • Monitor systems with tools such as Datadog, Splunk, or New Relic to identify and report issues proactively.
  • Share customer feedback, bug reports, and recurring issue trends with product, QA, and engineering teams.
  • Support continuous improvement in product and support processes.

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, networking basics, and Windows, macOS, or Linux environments.
  • Strong written and verbal English communication skills.
  • Comfortable working remotely during U.S. business hours.
  • Strong problem-solving, troubleshooting, and documentation habits.
  • Able to manage tickets, priorities, and SLAs.
  • CompTIA A+, Network+, or 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.

Interested in this position?

Apply directly on the company website

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