Technical Support Specialist

Degree Requirements: Bachelor’s degree from an accredited university or college strongly preferred

Location: Combination of mostly remote and some in office (downtown Dallas)

Position Type: 12 Month Contract

Hourly Rate: $25ph

Shifts: Rotating (you must be open to rotating shifts)

Residency Status: US Citizens and US Permanent Residents only, as sponsorship is not being offered at this time.

Advance your career in technical support with a high-performing, low-turnover team recognized for its collaborative culture and professional standards. This Technical Support Specialist provides Tier I/II software support for users of custom applications, primarily through written communication. The role is ideal for professionals who excel in written troubleshooting, enjoy problem-solving, and thrive in a structured, team-oriented environment.

• Provide Tier I/II technical support for custom software applications
• Troubleshoot Microsoft and/or Apple software-related issues
• Diagnose user-reported problems and document root cause analysis
• Escalate complex issues to engineering or senior support teams as needed
• Maintain accurate case notes and resolution documentation

• Deliver 90% of support via professional email correspondence; 10% via phone
• Draft clear, concise, and technically accurate responses
• Provide step-by-step user guidance and knowledge-based solutions
• Maintain high customer satisfaction and response-time standards

• Contribute to knowledge base documentation and FAQs
• Identify recurring issues and recommend process improvements
• Collaborate with peers to enhance support workflows and service quality

• Software Application Support
• Microsoft Applications (SharePoint, Office 365, Windows Environment)
• Apple Software / macOS Support
• Issue Diagnosis & Troubleshooting
• Ticketing Systems
• Knowledge Base Documentation

• Written Technical Communication
• Professional Email Support
• Phone Support
• Clear & Concise Writing
• Time Management
• Attention to Detail
• Multi-Tasking
• SLA Adherence

• Bachelor’s degree from an accredited college or university strongly preferred
• 1+ years of hands-on technical software support experience (Microsoft or Apple environments)
• Strong written and spoken English communication skills Preferred Attributes
  • Experience in structured help desk or service desk environments
  • Ability to work rotating or night shifts
  • Flexibility for overtime when required
  • Enjoys writing detailed technical explanations and user guidance
  Why Join This Team
  • Highly collaborative, professional culture with exceptionally low turnover
  • Business casual work environment
  • Supportive leadership and high performance standards
  • Opportunity to work alongside top-tier technical support professionals