Tech Support Specialist I- REMOTE

Tech Support Specialist I

The Tech Support Specialist I will work closely with brokers, their clients, and internal staff to promote and increase the adoption of Warner Pacific’s technology tools. This role involves providing one-on-one support to end users and assisting with the maintenance and testing of network servers and related equipment as needed.

This position requires strong analytical, communication, and problem-solving skills. This position requires working independently with minimal supervision, exercising initiative and sound judgment. The Tech Support Specialist I reports to the Manager of Training and Communications and collaborates closely with team members, including IT staff, to support all end users.

This role is responsible for handling support requests, ensuring customer satisfaction, and maintaining high service delivery standards. The team operates in a fast-paced environment, providing support through phone, chat, email, and self-service platforms.

Key Responsibilities

• Serve as the first point of contact for brokers and clients using Warner Pacific’s technology tools, troubleshooting issues and determining the best resolutions.
• Provide exceptional customer service, ensuring that all users receive efficient and professional support.
• Log all support requests and inquiries into the company’s Customer Relationship Management (CRM) system.
• Work closely with IT staff to diagnose and resolve issues reported by clients.
• Troubleshoot and resolve software and hardware incidents across various operating systems, including Windows and Mac, as well as multiple software applications.
• Take ownership of technical issues by performing root cause analysis and implementing temporary or permanent solutions to restore service as quickly as possible. Escalate complex issues to appropriate teams when necessary.
• Maintain excellent verbal and written communication skills, effectively interacting with technical and non-technical colleagues at all levels of the organization.
• Exhibit adaptability and flexibility, assisting in other areas of the department or company as needed.
• Stay up to date with the latest technology and internal system processes by attending necessary training sessions.
• Perform other duties as assigned, in alignment with the role’s level of responsibility.

Required Skills & Qualifications

Education:

• Minimum High School Diploma required; advanced education or a degree is preferred.

Experience: 

• Previous experience in customer support and/or IT support roles.

Technical Knowledge:

• Proficiency in Microsoft Windows and MacOS operating systems.
• Experience with software applications, particularly the Microsoft 365 Suite.
• Ability to understand and demonstrate the use of computer systems, programs, and office equipment.

Soft Skills:

• Strong written and oral communication skills.
• Excellent organizational skills and attention to detail.
• Effective problem-solving and troubleshooting abilities.
• Ability to prioritize workload and manage tasks independently.
• Capacity to work under pressure and meet Service Level Agreements (SLAs).
• Strong customer service skills and understanding of the best practices.
• Enthusiastic and adaptable approach to work.

Additional Skills and Requirements

• Ability to type 30-35 words per minute and proficiency in 10-key entry.
• Willingness to work overtime, holidays, and weekends as required by senior management.
• Strong planning, time management, and organizational skills.
• Ability to analyze and resolve mathematical discrepancies.
• Ability to stay composed in high-pressure situations and effectively multitask.
• Physical Requirements: Ability to sit for extended periods, lift a minimum of 5 lbs., and perform tasks such as filing, standing, bending, reaching, and pulling.

Compensation

• Hourly Range: $23.47 - $31.25 per hour
• Actual compensation may vary from posting based on work experience, education, and/or skill level.
• * The hourly or salary range is the range Warner Pacific in good faith believes is the range of possible compensation for this role at the time of this posting.  The Company may ultimately pay more or less than the posted range. This range may be modified in the future.  No amount is considered to be wages or compensation until such amount is earned, vested, and determinable under the terms and conditions of the applicable policies and plans. The amount and availability of any bonus, commission, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.
• We offer a range of market-competitive benefits that include merit increases, paid holidays, Paid Time Off, medical, dental, vision, short- and long-term disability benefits, 401(k) + match, and life insurance.
• As an organization that values diversity of backgrounds, experiences, thoughts, and education levels, we know that an amazing candidate may not have all the qualifications that are listed above. Warner does not want to miss out on excellent candidates. If you believe you would be able to leverage your skills and strengths to meet our "Duties & Responsibilities " section, please apply! We look forward to hearing from you!