Tier 1 Technical Support Specialist

- Location: Remote (Europe-based: EU/EEA/UK) — Must provide a consistent 2–4 hour overlap with PST
- Employment Type: Full-time

Role Summary
You will be the first point of contact for customers seeking technical assistance. You’ll troubleshoot common issues, triage complex cases, document solutions, and ensure customers have a fast, friendly, and accurate support experience.

Key Responsibilities
- Provide first-contact resolution via email, chat, and phone within defined SLAs
- Diagnose and troubleshoot basic hardware, software, account, and network issues
- Guide users through step-by-step solutions and knowledge base articles
- Accurately categorize, prioritize, and escalate tickets when needed
- Document issues, steps taken, and resolutions in the ticketing system
- Monitor system status pages, incident channels, and alert queues
- Proactively follow up to ensure timely resolution and customer satisfaction
- Collaborate with Engineering on bugs, incidents, and fixes
- Suggest improvements to KB articles, macros, and support workflows
- Uphold data privacy, security, and compliance best practices

Required Qualifications
- 1+ year in a help desk, IT support, or customer-facing technical role
- Strong customer empathy, communication, and problem‑solving skills
- Working knowledge of common OS (Windows/macOS), browsers, and basic networking
- Familiarity with ticketing systems (e.g., Jira Service Management) and chat tools (e.g., Slack, Teams)
- Ability to follow runbooks, ask clarifying questions, and document clearly
- Comfortable supporting non-technical users with patience and clarity
- Availability to work European daytime hours with a consistent 2–4 hour overlap with 8:00am–12:00pm PST (adjusted for DST)
- Understanding of HIPAA and privacy/security best practices in healthcare
Nice to Have
- Exposure to basic API usage, webhooks, or browser dev tools (console/network)

Tools You’ll Use
- Ticketing: Jira Service Management
- Collaboration: Slack | Teams
- Productivity: Microsoft 365
- Knowledge Base: Confluence