Technical Support Expert - Level 1 - Rapid Fire Tools
Kaseya® is the leading provider of complete IT infrastructure and security management solutions for Managed Service Providers (MSPs) and internal IT organizations worldwide powered by AI. Kaseya’s best-in-breed technologies allow organizations to efficiently manage and secure IT to drive sustained business success. Kaseya has achieved sustained, strong double-digit growth over the past several years and is backed by Insight Venture Partners www.insightpartners.com), a leading global private equity firm investing in high-growth technology and software companies that drive transformative change in the industries they serve.
Founded in 2000, Kaseya currently serves customers in over 20 countries across a wide variety of industries and manages over 15 million endpoints worldwide. To learn more about our company and our award-winning solutions, go to www.Kaseya.com and for more information on Kaseya’s culture, please click here: Kaseya Culture.
Kaseya is not your typical company. We are not afraid to tell you exactly who we are and our expectations. We have achieved record levels of success being BOLD, being GRITTY, being ACCOUNTABLE. The thousands of people that succeed at Kaseya are prepared to go above and beyond for the betterment of our customers, and the betterment of their careers and long-term financial wealth.
Technical Support Expert - Level 1 - Rapid Fire Tools (RFT)
Location: Orlando, FL
Position Type: Full-time
Job Summary:
As a technical support expert, you will be responsible for providing first-level technical support and troubleshooting assistance to our clients. Your primary goal is to ensure our clients have a seamless experience with our software applications and promptly resolve any issues they encounter. This role involves working closely with clients, documenting issues, and escalating complex problems to higher-level support teams when necessary.
Key Responsibilities:
- · Provide prompt and courteous first-level technical support to clients via phone, email, or chat.
- · Assist clients in troubleshooting and resolving software-related issues, including installation, configuration, and usage problems.
- · Document all support interactions and resolutions accurately in the support ticketing system.
- · Escalate complex issues to Level 2 or Level 3 support teams as needed, ensuring timely resolution.
- · Collaborate with internal teams, including developers and product managers, to resolve client issues and improve product functionality.
- · Create and maintain knowledge base articles and support documentation for common issues.
- · Assist in testing new software releases and updates to ensure they meet quality standards.
- · Participate in ongoing training and development to stay up-to-date with product knowledge and support best practices.
Qualifications:
- Preferred bachelor’s degree in computer science, Information Technology, or cyber security a related field, or equivalent work experience
- Strong problem-solving and analytical skills.
- Excellent communication and interpersonal skills.
- Ability to work effectively in a fast-paced, customer-focused environment.
- Ability to troubleshoot basic networking issues using common Windows utilities.
- Basic understanding of software development concepts and programming languages is a plus.
- Basic understanding of Remote Monitoring and Management (RMM) software.
- Basic understanding of Linux/Unix based systems.
- Prior experience in technical support or a customer service role.
- IT certifications such as CompTIA A+, security+, MCSE or similar are a plus.
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Join the Kaseya growth rocket ship and see how we are #ChangingLives !
Additional information
Kaseya provides equal employment opportunity to all employees and applicants without regard to race, religion, age, ancestry, gender, sex, sexual orientation, national origin, citizenship status, physical or mental disability, veteran status, marital status, or any other characteristic protected by applicable law.
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Kaseya, headquartered in Miami, Florida, and established in 2000, is an IT infrastructure management software company. Their platform allows managed service providers and internal IT departments to remotely manage and monitor computers.
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