Experienced Help Desk Technical Support Specialist for Hybrid Work Environment - 1st, 2nd, and 3rd Shift

Unlock a Rewarding Career in Technical Support with PROLIM

PROLIM, a leading provider of PLM, IoT, and Digital transformation solutions to Global Fortune 1000 companies, is seeking a highly skilled Help Desk Technical Support Specialist to join our team on a hybrid basis. As a key member of our support team, you will be responsible for resolving technical problems and answering queries from internal and external customers, providing top-notch support for computer hardware, software, network, and telecommunications systems.

About the Role

As a Help Desk Technical Support Specialist, you will be the first point of contact for customers experiencing technical issues. Your expertise and excellent customer service skills will ensure that problems are resolved efficiently and effectively, minimizing downtime and ensuring a seamless user experience.

Key Responsibilities

• Resolve technical problems and answer queries via telephone, email, or chat in support of internal and external customer computer hardware, software, network, and telecommunications systems.
• Diagnose, identify, isolate, and analyze problems utilizing historical database records and technical knowledge.
• Route calls to product line specialists as needed, ensuring that complex issues are escalated to the right experts.
• Maintain and update records and tracking databases to ensure accurate issue tracking and resolution.
• Alert management to recurring problems and patterns of problems, providing valuable insights for process improvement.
• Provide technical support for a range of applications, including MS Office products, O365, VPN apps, and various business and engineering applications.

Essential Qualifications

To succeed in this role, you will need:

• An Associate's degree or other 2-year technical degree in a related discipline, such as computer science, information technology, or engineering.
• A minimum of 1 year of related experience in technical support, preferably in a call center or help desk environment.
• Relevant professional certification, such as CompTIA A+ or equivalent, can be substituted for an Associate's degree.

Preferred Qualifications

While not essential, the following qualifications will be highly regarded:

• Experience supporting multiple applications, including MS Office products, O365, VPN apps, and various business and engineering applications.
• Proven technical support experience over the telephone and/or in chat.
• Strong troubleshooting skills, particularly with Windows clients.
• Experience working remotely and managing your own schedule.

Skills and Competencies

To excel in this role, you will need:

• Excellent customer service skills, with the ability to remain patient and composed under pressure.
• Strong technical knowledge and problem-solving skills, with the ability to diagnose and resolve complex technical issues.
• Effective communication skills, both written and verbal, to ensure clear and concise issue resolution.
• Ability to work in a fast-paced environment, with multiple priorities and deadlines.
• Strong analytical and critical thinking skills, with the ability to analyze data and identify trends.

What We Offer

As a member of our team, you will enjoy:

• A competitive salary and benefits package.
• Opportunities for career growth and professional development.
• A dynamic and supportive work environment, with a friendly team.
• The flexibility of a hybrid work arrangement, with the ability to work remotely.
• Access to the latest technologies and training opportunities.

Work Environment and Company Culture

At PROLIM, we pride ourselves on our collaborative and innovative work culture. Our team is passionate about delivering exceptional customer service and support, and we are committed to fostering a work environment that is inclusive, diverse, and supportive.

As a global company with offices in the US, India, and Australia, we value our diverse perspectives and experiences, and we are committed to creating a workplace that is welcoming and inclusive for all employees.

Compensation and Benefits

We offer a competitive compensation package, including a salary and benefits that reflect your skills and experience. Our benefits package includes a range of perks and rewards, designed to support your well-being and work-life balance.

Why Join Us?

If you are a motivated and customer-focused technical support professional looking for a new challenge, we encourage you to apply. Even if you feel you're not a perfect match, we'd still love to hear from you. We are looking for great people to join our friendly team, and we are committed to providing a supportive and inclusive work environment.

How to Apply

If you are ready to take your technical support career to the next level, please submit your updated resume and contact information to our recruitment team. We look forward to hearing from you!

PROLIM is an equal opportunities employer, committed to diversity and inclusion in the workplace. We welcome applications from candidates of all backgrounds and perspectives.