Fully Remote Jobs in USA | Software Support Technician

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Cyber professionals make a real-world impact by developing unique solutions in a dynamic industry. You can make an impact by joining our team at SBS Cybersecurity. We’re seeking a full-time, fully remote Software Support Technician to provide exceptional support for both our internal and external clients utilizing our proprietary software(s) and reseller applications.

Essential Functions

• World Class Service for our Clients:
  • Provide timely responses and resolutions for client inquiries received via phone, ticketing system and/or live chat requests.
  • Provide world class service by exceeding client expectations.
  • Respond timely to email, telephone, live chat support requests.
  • Determine minimal use-case to recreate, and solve issues, if possible, or provide concise details to Development Team for further analysis and resolution.
  • Consistently apply deductive problem-solving skills to investigate and solve a broad range of situations.
  • Proactively call clients, as needed, ensuring world class service.
• SBSs Product and Process Improvement:
  • Analyze each support request for root cause, determine if the issue could be prevented by changes in the software or business processes, and outline change recommendations.
  • Update and create online knowledgebase articles to reduce support requests.
  • Maintain data integrity within and between the various systems used in support of the business.
  • Capture details of each support request in SBSs ticketing system.
  • Create and update current and new department processes.

Qualifications and Experience

• Associate degree, or minimum of 2 years of college, required. Bachelor’s degree preferred.
• One to two years technical related experience in a fast paced, collaborative client services team environment.
• Working knowledge of Microsoft Office products.
• Proficiency in English.
• Banking experience is a plus.