End User Support Specialist

Description:
? 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: ? Associate?s or Bachelor?s 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:

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