Technical Support

Job Title: Production / Technical Support Location: Addison, TX or Hopewell, NJ or Chandler, AZ (100% Onsite) Job Type: Contract (12–18 months) Start Date: ASAP Position Summary: We are seeking a motivated and service-oriented Production / Technical Support professional to join our Global Service Desk team.

This role provides first-line support to internal employees via phone and chat, focusing on prompt issue resolution and excellent customer experience.

The successful candidate will work in a fast-paced environment and collaborate with regional and international teams to ensure high-quality technical support around the clock.

Responsibilities: Provide first-line technical support to internal users through phone and live chat channels in a 24x7 environment.

Handle multiple concurrent chats and calls while maintaining high customer satisfaction and quality standards.

Troubleshoot issues related to MS Office suite, Windows OS, and internal proprietary systems.

Accurately document and escalate tickets for second-line teams when needed.

Meet or exceed key performance indicators (KPIs) related to service levels, response time, resolution time, and customer feedback.

Follow established processes and contribute to knowledge-sharing with team members.

Participate in ongoing training and knowledge development.

Required Skills: 1–3 years of experience in technical support or help desk roles.

Strong client care and customer service skills.

Excellent verbal and written communication.

Ability to multitask and manage time effectively in a high-volume support environment.

Detail-oriented with strong organizational skills.

Team player who can build positive working relationships globally.

Comfortable working in a structured performance-driven environment.

Desired Skills: Experience in a technology-focused call center or customer service environment.

Familiarity with hardware and software support, including: Windows 10/11 MS Office Suite, Office 365, SharePoint, Skype Networking technologies (VPN, Citrix, Cisco AnyConnect) Exposure to IT Service Management (ITSM) tools such as Remedy (a plus but not required). Basic understanding of troubleshooting and problem-solving techniques.