Technical Phone Support Specialist Needed

My customers sometimes run into technical hiccups and I want every call to end with “problem solved, five-star experience.” I’m therefore looking for a phone-based technical support specialist who can own that outcome from first ring to final follow-up. What the role involves You’ll answer inbound calls, diagnose software-and-hardware-related issues, guide users through clear, step-by-step fixes, and log everything in our cloud CRM (Zendesk / Freshdesk or a similar tool you already know). When a situation needs deeper escalation, you’ll prepare concise ticket notes so our Tier-2 team can jump in without duplicating effort. Key expectations • Confident, friendly voice on the line—native-level English is a must. • Solid troubleshooting mindset; you’re comfortable with remote-desktop tools, basic networking concepts, and common OS problems. • Accurate record-keeping after each call so our metrics, SLAs, and knowledge base stay healthy. • Availability during US business hours with a stable internet connection and a noise-free workspace. Deliverables – Daily call log exported from the CRM – Weekly summary report highlighting recurring issues and potential knowledge-base updates – Escalation tickets (when needed) with replicable steps and troubleshooting already completed Acceptance criteria • First Contact Resolution rate of 70 % or better within the first month • Average handle time under 8 minutes without sacrificing CSAT (target 90 %+) • Zero data-privacy or compliance breaches If you’re the person who likes turning frustrated callers into raving fans, let’s talk.