Information Support Specialist

Role Description This part-time remote Information Support Specialist role at MT Performance focuses on providing timely, accurate assistance to internal teams and external customers. The specialist responds to inquiries through digital channels, clarifies product and service information, and documents solutions in a structured knowledge base. Day-to-day tasks include diagnosing basic technical issues, guiding users through troubleshooting steps, and escalating complex problems to appropriate technical teams. The role also involves monitoring support queues, prioritizing requests, and maintaining clear records of interactions to support continuous improvement. Collaboration with colleagues to refine support processes and improve information resources is an important part of this position.

Qualifications

• Ability to apply strong analytical skills and problem-solving techniques to interpret user issues and identify effective solutions.
• Experience with technical support activities, including basic system navigation, configuration assistance, and support documentation.
• Background in customer support, with a focus on empathy, patience, and service-oriented follow-up to ensure user satisfaction.
• Clear written and verbal communication skills to explain technical details in accessible language and interact with diverse audiences.
• Competence in troubleshooting common software or platform issues, following structured workflows and using diagnostic tools where applicable.
• Comfort working independently in a remote environment, managing time effectively and staying organized across multiple requests.
• Familiarity with ticketing or helpdesk systems and standard office productivity tools (e.g., email, spreadsheets, collaboration platforms).
• Prior experience in an information, IT support, or operations role is beneficial; relevant coursework or certifications in IT, support, or customer service are a plus.