End User Support Specialist
Posted 2025-04-06Description:
 Provide tier-1 and tier-2 technical support for the Remote Online Notary platform, assisting users with troubleshooting, setup, and usage
 Monitor and respond to support tickets, chats, emails, and incoming calls promptly and professionally
 Diagnose and resolve technical issues related to platform functionality, connectivity, and user access
 Collaborate with development and organizational teams to escalate and resolve complex issues
 Document common issues, resolutions, and FAQs to enhance the knowledge base and improve user self-service capabilities
 Develop and help with Helpdesk software, example reports, ticket field additions, etc.
 Provides a high level of customer service and timely technical support for end-user computer and networking issues to ensure end-user productivity
 Responsible for the installation, configuration and ongoing functionality of desktop computers, peripheral equipment and software
 Troubleshoots and responds to situations where standard procedures have failed in isolating or fixing equipment or software problems and performs restorative and maintenance actions either remotely or at end-user location to resolve end-user problems
 Typically resolves issues referred by help desk support
 Performs a wide range of support functions to assist in departmental processes
 Follows clearly defined procedures to complete daily tasks and responsibilities
 Uses existing procedures to solve straightforward problems without the consistent need to exercise discretion
 Uses basic communication skills to address internal and/or external clients and/or team members
 Individual contributor working under direct supervision with little autonomy
 Performs all other duties as assigned by management
Requirements:  AssociateÂs or BachelorÂs degree in Information Technology, Computer Science, or a related field, or equivalent work experience  Typically requires more than 1 year of related work experience  Proven experience in IT support, preferably within SaaS platforms or a similar domain  Experience with systems such as Slack, Office 365, Google Workspace, and others, for administration purposes  Familiarity with remote desktop tools, ticketing systems, and monitoring software  Experience with online notarization platforms or legal technology is a plus
Benefits:
Apply Job!