Product Support Representative

Overview

Join our dynamic team as a Product Support Representative and become the vital link between our innovative products and our valued customers. In this energetic role, you will deliver exceptional technical support, troubleshoot complex issues, and ensure customer satisfaction through effective communication and problem-solving. Your expertise will help users maximize their experience with our hardware and software solutions, fostering loyalty and trust. This paid position offers an exciting opportunity to develop your IT skills while making a meaningful impact in a fast-paced environment.

Responsibilities

• Provide comprehensive technical support for hardware, software, operating systems (Windows, macOS, Linux), and network infrastructure including LAN, VPN, DNS, TCP/IP, firewalls, and Active Directory.
• Troubleshoot desktop applications, desktop (troubleshooting support), mobile devices, and client communication tools such as Microsoft Office and help desk systems like ServiceNow and BMC Remedy.
• Assist customers with hardware maintenance, laptop troubleshooting, computer management, and operating system issues to ensure optimal device performance.
• Manage customer support tickets efficiently using ticket management systems; document issues clearly and follow up to resolution.
• Support IT infrastructure components including Windows Server environments, network administration tasks, TCP/IP configurations, and basic firewall management.
• Communicate effectively with clients via phone calls or remote sessions to diagnose problems, provide solutions, and guide users through technical procedures.
• Collaborate with team members to escalate complex issues when necessary and contribute to continuous improvement of support processes.

Skills

• Proven experience in technical support or IT support roles with a focus on hardware maintenance and software troubleshooting.
• Strong knowledge of desktop support including Windows and macOS operating systems; familiarity with Linux is a plus.
• Skilled in customer service with excellent communication skills—able to explain technical concepts clearly to non-technical users.
• Experience with customer support ticket management tools such as ServiceNow or BMC Remedy.
• Proficiency in computer networking concepts including LAN setup, TCP/IP protocols, DNS configuration, VPNs, firewalls, and network administration.
• Familiarity with mobile device management (MDM), desktop applications like Microsoft Office suite, and operating system troubleshooting.
• Ability to analyze technical issues quickly using strong problem-solving skills; attention to detail is essential.
• Typing speed and accuracy for efficient documentation; understanding of IT infrastructure components such as Active Directory and SCCM are advantageous.

Join us as a Product Support Representative where your technical expertise meets your passion for helping others! This role is perfect for motivated individuals eager to grow their IT skills while delivering outstanding customer service in a collaborative environment.

Pay: $48,800.00 - $58,800.00 per year

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule

Work Location: In person