Technical Support Specialist, Level 1-2

🔥 0 minutes ago

❄️ Minnesota – Remote

❄️ Minnesota – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

Apply Now

Find Similar Remote Jobs

Receive Emails For Remote Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Intradyn

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2001

📋 Compliance

☁️ SaaS

🏢 Enterprise

Compliance • SaaS • Enterprise

Intradyn is a provider of digital communications archiving solutions that capture, store, index and make searchable emails, social media, SMS/text, iMessage and WhatsApp messages for organizations. Their products include on-premise appliances, virtual appliances and cloud (SaaS) archiving that support eDiscovery, regulatory compliance, FOIA requests and email backup across industries such as government, education, finance, healthcare and enterprise customers.

📋 Description

• Answer incoming support phone calls in a professional and helpful manner. • Create new support tickets in CRM. • Update existing CRM tickets with customer communication, internal notes, DevSecOps tickets and status changes. • Assign tickets to the appropriate team members when needed. • Reply to customers with updates based on information provided by internal team members. • Follow up with customers to collect missing information, screenshots, logs, or details. • Monitor open tickets and make sure customers receive timely responses. • Help coordinate communication between customers and the internal support or technical team. • Maintain a clear and organized record of customer issues and actions taken. • Review customer issues and perform initial troubleshooting. • Search DevSecOps for similar past tickets and review previous solutions. • Use known fixes, documentation, and internal notes to help resolve common issues. • Work with other support and technical team members to determine possible solutions. • Gather technical details before escalating, such as product version, error messages, screenshots, logs, and steps to reproduce the issue. • Identify when an issue requires a technical call, deeper investigation, or code change. • Escalate complex issues to Level 3 support with clear notes and all relevant information. • Document repeated issues, common fixes, and troubleshooting steps for future reference. • Help improve the internal knowledge base by identifying patterns in support tickets.

🎯 Requirements

• Strong verbal and written communication skills. • Comfortable answering customer phone calls and responding to support emails. • Strong organizational skills and attention to detail. • Ability to manage multiple open tickets and follow up consistently. • Experience using a ticketing system, CRM, DevSecOps, or support platform. • Ability to search past tickets, documentation, and internal notes to find possible solutions. • Basic technical troubleshooting ability. • Willingness to learn technical products and support processes. • Ability to work with internal team members and communicate customer issues clearly. • Professional, patient, and customer-focused attitude. • Good judgment on when to resolve an issue directly and when to escalate.

🏖️ Benefits

• Health Care Plan (Medical, Dental & Vision) • Retirement Plan (401k, IRA) • Life Insurance (Basic, Voluntary & AD&D) • Paid Time Off (Vacation, Sick & Public Holidays) • Short Term & Long Term Disability • Training & Development • Work From Home