End User Support Specialist

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:

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