Technical Support Specialist
About Us
At HexionLab, we are committed to delivering superior technical support and software solutions. As a Technical Support Specialist (Mid-Level), you will independently handle complex technical issues, provide advanced troubleshooting, and contribute to the continuous improvement of our technical support processes.
Position Overview
The Technical Support Specialist (Mid-Level) is responsible for diagnosing and resolving more complex technical issues, collaborating with cross-functional teams, and ensuring exceptional customer experiences. This role requires technical expertise and a proactive problem-solving approach.
Key Responsibilities
- Manage and resolve complex technical support cases, escalating issues to senior staff or engineering teams as necessary.
- Provide advanced troubleshooting for software, hardware, and network-related issues.
- Document technical issues, resolutions, and best practices in internal knowledge bases.
- Assist in testing and validating new software features, updates, and bug fixes.
- Collaborate with engineering and product teams to provide customer feedback and support process improvements.
- Train junior technical support staff and contribute to team knowledge-sharing initiatives.
What You’ll Gain
- The opportunity to handle complex technical challenges independently.
- Collaboration with engineering and product teams to drive technical improvements.
- Growth and development opportunities in a fast-paced, supportive work environment.
Skills and Qualifications
- 2 to 5 years of experience in technical support, IT support, or related roles.
- Advanced troubleshooting and problem-solving skills for software and hardware issues.
- Strong communication skills with the ability to explain complex technical concepts to non-technical stakeholders.
- Familiarity with customer support tools, ticketing systems, and IT troubleshooting frameworks.
- A degree or diploma in Information Technology, Computer Science, or a related field is preferred.
Ready to Join Us?
If you have a passion for solving complex technical issues and enhancing client satisfaction, apply now to join HexionLab as a Technical Support Specialist (Mid-Level).
Contact us at the HexionLab office or submit a business inquiry online.
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