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JO-202540: Technical Support Representative

KonnectHub

Role overview

Qualifications

  • Minimum of 3 years of experience in technical support or a similar customer-facing technical role
  • Strong understanding of common operating systems (Windows, macOS, Linux is a plus)
  • Experience with troubleshooting software, hardware, and basic network issues
  • Excellent verbal and written communication skills

Responsibilities

  • Provide technical assistance and support for incoming queries related to systems, software, hardware, or network concerns
  • Diagnose and troubleshoot technical problems through phone, email, chat, or ticketing systems
  • Document issues, solutions, and customer interactions thoroughly within internal systems
  • Guide users through step-by-step solutions and provide clear, easy-to-follow instructions

Key facts

Hard skills

System Level Troubleshooting Network Troubleshooting RemedyForce (Ticket Management Software) Remote Technical Support Software As A Service (SaaS) Information Technology & Computing Services Scripting Unix Tools Customer Centricity

Other skills

  • Troubleshooting (Problem Solving)
  • Customer Service
  • Communication
  • Problem Solving
  • Detail Oriented
  • Calmness Under Pressure

About the company

KonnectHub logo

KonnectHub

Company details

Links

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Job description

This is a remote position.

Overview: 
We are seeking a Technical Support Representative with at least three years of hands-on experience providing customer and technical support. The ideal candidate is tech-savvy, solutions-driven, and able to troubleshoot efficiently while delivering a professional and positive customer experience. This role supports users through various communication channels and ensures timely resolution of technical issues. 

 

Key Responsibilities: 

  • Provide technical assistance and support for incoming queries related to systems, software, hardware, or network concerns. 
  • Diagnose and troubleshoot technical problems through phone, email, chat, or ticketing systems. 
  • Document issues, solutions, and customer interactions thoroughly within internal systems. 
  • Escalate complex cases to higher-level support teams when needed. 
  • Guide users through step-by-step solutions and provide clear, easy-to-follow instructions. 
  • Collaborate with internal teams to address recurring issues and improve customer support processes. 
  • Maintain service-level targets while ensuring a high level of customer satisfaction. 
  • Stay updated on product features, system updates, and best practices. 


Requirements


  • Minimum of 3 years of experience in technical support or a similar customer-facing technical role. 
  • Strong understanding of common operating systems (Windows, macOS, Linux is a plus). 
  • Experience with troubleshooting software, hardware, and basic network issues. 
  • Familiarity with ticketing systems and remote support tools. 
  • Excellent verbal and written communication skills. 
  • Ability to work independently in a remote environment. 
  • Strong problem-solving skills and attention to detail. 
  • Customer-centric mindset with the ability to remain calm and professional under pressure. 

 

Preferred Skills (Not Required): 

  • Background in SaaS, telecommunications, IT services, or related fields. 
  • Basic knowledge of scripting or command-line tools. 
  • Experience supporting global customers across multiple time zones. 



Benefits

  • Permanent work from home  
  • An inclusive and supportive work environment.  
  • Competitive salary   
  • Opportunities for career growth and professional development.  
  • Supportive and collaborative team environment.  

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MR

Marcus Rivera

Chief Revenue Officer

m.rivera@company.com
linkedin.com/in/marcusrivera
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