Fully Remote Jobs in USA | Software Support Technician

Job Responsibilities : Software Support Technician

Salary : $15 – $18 an hour

Company : SBS CyberSecurity

Location : Remote US

Educational requirements : Associate Degree

Education Level

2 Year Degree

Salary Range

$15.00 – $18.00 Hourly

Job Category

Customer Service

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.

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