We are seeking a mid-level Technical Support Specialist to join our dynamic team in New York. The ideal candidate will have a strong background in technical support, excellent problem-solving skills, and a passion for delivering exceptional customer service.Key Responsibilities- Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.- Respond to customer inquiries via phone, email, or chat in a timely and professional manner.- Diagnose and resolve technical hardware and software issues.- Guide users through step-by-step solutions and document troubleshooting processes.- Escalate complex issues to higher-level support or engineering teams as needed.- Maintain accurate records of customer interactions and solutions provided.- Contribute to the creation and maintenance of technical documentation and knowledge base articles.- Collaborate with cross-functional teams to improve products and customer experience.Qualifications- 2-5 years of experience in a technical support or help desk role.- Strong knowledge of customer service principles and practices.- Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint).- Experience troubleshooting Windows and/or Mac operating systems.- Familiarity with ticketing systems and remote support tools.- Excellent communication and interpersonal skills.- Ability to work independently and as part of a team.- Bachelor’s degree in a related field preferred.Preferred Skills & Certifications- CompTIA A+ or Network+ certification.- Experience supporting SaaS products or cloud-based solutions.- Knowledge of ITIL best practices.Benefits- Competitive salary and benefits package.- Opportunities for career advancement and professional development.- Collaborative and inclusive work environment.- Access to cutting-edge technology and tools.We are an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.