At TechHuman, the Technical Support Specialist plays a pivotal role in ensuring seamless technology experiences for our clients and internal teams. This position is crucial for maintaining high operational efficiency, minimizing downtime, and fostering customer loyalty through proactive problem-solving. Your expertise will directly contribute to our mission of humanizing technology, making complex systems accessible and reliable across the San Antonio metropolitan area. As a Technical Support Specialist, you will handle a dynamic range of daily tasks including triaging incoming support tickets via phone, email, and chat systems. Daily, you'll diagnose hardware and software issues, perform remote troubleshooting, and guide users through step-by-step resolutions to restore functionality swiftly. Weekly, you'll update knowledge bases with detailed documentation of common fixes and escalate complex cases to senior engineers, collaborating closely with development, sales, and product teams to provide feedback on recurring problems. Monthly responsibilities include generating performance reports on metrics like average resolution time, ticket volume, and customer satisfaction scores (aiming for 95%+ CSAT), conducting user training sessions, and participating in team meetings to review support trends. You may also lead small projects, such as implementing new diagnostic tools or mentoring junior staff, ensuring deliverables align with service level agreements (SLAs) for 24/7 coverage in rotating shifts. Candidates must possess a bachelor's degree in Computer Science, Information Technology, or a related field, along with at least 2-3 years of hands-on experience in technical support or helpdesk environments. Proficiency is required in Windows and macOS operating systems, Active Directory, Microsoft Office 365, and networking fundamentals like TCP/IP, DNS, and VPN configurations. Familiarity with ticketing systems such as Zendesk or ServiceNow, remote desktop tools like TeamViewer, and basic scripting in PowerShell or Python is essential. Industry knowledge in IT service management (ITIL certified preferred) and experience supporting enterprise software in fast-paced settings will set you apart. A valid driver's license may be needed for occasional on-site visits. Success in this role demands strong technical acumen paired with exceptional soft skills. You should excel in customer-facing communication, patiently explaining technical concepts to non-technical users while documenting interactions clearly. Problem-solving prowess, attention to detail, and the ability to multitask under pressure are vital, as is adaptability to evolving technologies. Team collaboration skills will enable you to thrive in cross-functional projects, with a customer-centric mindset driving proactive support strategies. TechHuman is a forward-thinking tech firm dedicated to bridging human needs with cutting-edge solutions. Our mission emphasizes innovation, inclusivity, and employee empowerment in a collaborative environment. With a diverse team of 200+ professionals in San Antonio, we foster a vibrant culture featuring regular team-building events, open-door policies, and a hybrid work model that balances office collaboration with flexibility. What sets us apart is our commitment to work-life harmony and community impact through tech education initiatives. We offer competitive compensation with salary not specified, commensurate with experience, plus performance-based bonuses and stock options. Comprehensive benefits include medical, dental, and vision insurance, 401(k) matching up to 6%, generous PTO starting at 20 days, and paid parental leave. Perks encompass flexible hybrid scheduling, professional development stipends for certifications, gym memberships, and commuter assistance, ensuring you feel valued and supported. Advance your career at TechHuman through clear paths to senior support roles, IT management, or specialized engineering tracks. We invest in your growth via ongoing training, mentorship programs, and tuition reimbursement. To apply, submit your resume and cover letter via our careers portal today—join us in shaping the future of tech support!