Technical Support Specialist (Remote)

About This Role

PulseMediaNL is seeking a skilled and solutions-driven Technical Support Specialist to join our remote team. This role is critical in providing technical assistance, troubleshooting issues, and ensuring a smooth and reliable user experience across all platforms and services.

Responsibilities

• Technical Support & Troubleshooting
• Respond to technical inquiries via email, chat, and phone in a timely and professional manner
• Diagnose and troubleshoot hardware, software, and system-related issues
• Guide customers through step-by-step solutions and technical processes
• Provide accurate information regarding systems, tools, and technical procedures

Issue Resolution & Escalation

• Investigate and resolve technical problems efficiently while maintaining high customer satisfaction
• Escalate complex or unresolved technical issues to engineering or specialized teams
• Track, document, and update support tickets in internal systems
• Follow up with users to ensure issues are fully resolved and systems are functioning properly

System Maintenance & Support

• Assist with system setup, configuration, and onboarding for new users
• Monitor system performance and report recurring issues or bugs
• Support software updates, patches, and maintenance processes
• Collaborate with internal teams to improve system reliability and performance

Documentation & Process Improvement

• Maintain accurate records of technical issues, solutions, and system changes
• Contribute to internal knowledge bases, FAQs, and help center documentation
• Identify trends in technical issues and suggest process or product improvements
• Follow established technical support procedures and best practices

Requirements About the Ideal Candidate

• 1–2 years of experience in technical support, IT help desk, or a similar role
• Strong problem-solving and analytical skills
• Basic understanding of computer systems, networks, and software applications
• Ability to explain technical concepts in a clear and user-friendly manner
• Strong communication and interpersonal skills
• Ability to multitask and prioritize in a fast-paced environment
• Detail-oriented with a proactive and solution-focused mindset
• Comfortable working remotely and independently
• Familiarity with ticketing systems, CRM tools, or support platforms is a plus
• Basic proficiency in Microsoft Office Suite or similar tools
• High school diploma or equivalent required; technical certifications or additional education are a plus

**What We Offer**

• Meaningful contribution through hands-on technical problem-solving
• Remote-first flexibility to support work-life balance
• Opportunities for professional growth and technical skill development
• Collaborative and supportive team environment
• Competitive compensation aligned with experience
• Long-term stability within a growing and technology-focused organization

**Diversity & Inclusion** We are committed to fostering a diverse, equitable, and inclusive workplace where everyone feels valued, respected, and empowered to contribute. All qualified applicants are encouraged to apply.