Technical Support Specialist, Tier 1

ABOUT THE ROLE

You will support users through chat, email, and phone, troubleshoot common technical issues, and escalate more complex problems when needed. The role is ideal for someone who enjoys problem-solving and can explain technical information clearly.

WHAT YOU WILL DO

• Handle first-line technical support requests
• Troubleshoot and resolve common technical issues
• Escalate complex issues with clear documentation
• Record solutions and update support documentation
• Meet established response and resolution targets
• Explain technical issues clearly to non-technical users

WHAT WE ARE LOOKING FOR

• 1+ year of technical support experience
• Good troubleshooting and problem-solving skills
• Experience with a ticketing or support system
• Clear communication and customer-focused approach
• Comfortable working independently in a remote environment
• Reliable internet connection and suitable workspace
• Legally authorized to work in the United States

NICE TO HAVE

• SaaS or software support experience
• Basic networking knowledge
• CompTIA A+ or similar certification

COMPENSATION

$20–$27 per hour, depending on experience and qualifications.

Additional benefits and employment details will be discussed during the hiring process.

HIRING PROCESS

Application review → Initial conversation → Interview → Offer

EQUAL OPPORTUNITY

Bilgewater Group is an equal opportunity employer. We are committed to providing a workplace free from discrimination and value a diverse team with different backgrounds, experiences, and perspectives.

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Location: Remote