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 systems, 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 users through step-by-step technical solutions and support processes
- Provide accurate information regarding systems, tools, and technical procedures
Issue Resolution & Escalation
- Investigate and resolve technical issues efficiently while maintaining high customer satisfaction
- Escalate complex or unresolved issues to the appropriate technical teams when necessary
- Track, document, and update support tickets and technical interactions 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 support for users
- Monitor system performance and report recurring issues or technical concerns
- Support software updates, maintenance activities, and troubleshooting processes
- Collaborate with internal teams to improve system reliability and operational efficiency
Documentation & Process Improvement
- Maintain accurate records of technical issues, resolutions, and system updates
- Contribute to knowledge bases, FAQs, and internal technical documentation
- Identify trends in support requests and recommend process improvements
- Follow established technical support procedures and operational guidelines
Requirements
About the Ideal Candidate
- 1–2 years of experience in technical support, IT help desk, or a similar role
- Strong troubleshooting and problem-solving skills
- Basic understanding of computer systems, software applications, and networks
- Ability to explain technical concepts clearly to non-technical users
- Excellent written and verbal communication skills
- Ability to multitask and prioritize effectively in a fast-paced environment
- Detail-oriented with a proactive and customer-focused mindset
- Comfortable working independently in a remote environment
- Familiarity with ticketing systems, CRM platforms, or support tools 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 support and 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.
