Technical Support Specialist

MSP Process provides software for Managed Service Providers (MSPs), offering end-to-end service desk automation, including AI ticket intake, triage, and process automation. We are looking for a proactive, client-focused Technical Support Specialist whose primary focus will be technical support and setup for Triggr which is our automation platform. You will help customers configure Triggr, troubleshoot technical issues, and resolve support tickets, including through live phone calls. You will also support the rest of the MSP Process ecosystem, ensuring timely resolution within SLA targets and a positive customer experience.

Key Responsibilities
-Ticket & Queue Management: Monitor, prioritize, and manage the incoming ticket queue for MSP clients, ensuring timely response and resolution within agreed Service Level Agreements (SLAs).
-Triggr Technical Support & Setup: Serve as the primary support contact for Triggr, helping customers with setup, configuration, and technical troubleshooting. Guide customers through diagnostic steps and issue resolution, while also assisting with support across the broader MSP Process ecosystem.
-Customer Communication & Live Troubleshooting: Communicate clearly through tickets, email , chat, and phone. Join customer calls to gather details, walk through setup, debug technical issues in real time, provide updates, and confirm resolution.
-Escalation Handling: Efficiently perform Level 1/1.5 diagnostic steps and escalate complex infrastructure, cloud, or security i ---------- to Tier 2/3 engineering teams with detailed context and steps taken.
-Documentation & Knowledge Base: Accurately log client interactions, resolution paths, and standard operating procedures (SOPs) in the ticketing system.
-Client Satisfaction: Maintain a high level of customer satisfaction (CSAT) by demonstrating technical competence, empathy, and effective problem-solving skills.

Required Qualifications:
-Required Experience: 1–3+ years of experience in technical support, IT service desk, or customer support.
-Proficiency with PSA/Ticketing tools (e.g., ConnectWise, Autotask, Zendesk, Freshdesk, ServiceNow) and RMM tools.
-In-depth knowledge of GDAP (Granular Delegated Admin Privileges) and the Microsoft ecosystem, including Microsoft 365, Active Directory, user account provisioning, and access management. Familiarity with Google Workspace and Windows/macOS is also expected.
-Excellent written English and strong spoken English are required. You must be comfortable speaking with customers on the phone, explaining technical steps clearly, and guiding them through setup and live troubleshooting.
-Strong troubleshooting logic and detail orientation.
-Ability to multi-task and work effectively under SLA pressures.

Preferred Qualifications:
-Preferred Experience: Prior experience working at an MSP or outsourced IT environment is a plus.
-Availability to cover US Eastern (EST) business hours is preferred, particularly for customer phone support and live troubleshooting. Flexibility to support other client time zones as needed is a plus.

To apply, please provide your CV via a viewable Google Drive link and include your expected salary in USD.