Technical Support Specialist (PST/EST/CST Timezone)
Core
Customer-facing technical support role solving complex software, video, audiovisual, network, and security issues for B2B clients.
Role type
Senior IC Technical Support Specialist
Builds
Customer support experience and knowledge base for a growing software platform
Domain
B2B Software, Video/Audiovisual, Networking, Security
Deliverable
client delivery
Required skills
B2B software support, troubleshooting, video/audiovisual hardware & software, network diagnostics, security configuration, documentation, cross-functional collaboration
Preferred skills
Video/audiovisual hardware troubleshooting, network connectivity diagnostics, security configuration investigation (via careerplan.io/jobs/02236d70-8052-460b-8719-46ef5c47222b-technical-support-specialist-pstestcst-timezone-at-jobgether)
Technologies
Video workflows, audiovisual hardware, network infrastructure, security systems
Responsibilities
Respond to customer inquiries via email, chat, and live support; Triage requests and de-escalate challenging situations; Troubleshoot software, video, AV hardware, network, and security issues; Investigate, reproduce, and document complex technical issues; Collaborate with Support, Customer Success, Product, and Engineering teams; Maintain and improve support documentation and knowledge resources; Identify recurring issues to improve support processes; Support peer training and knowledge sharing.
Seniority
Mid-level, hands-on IC
