Technical Support Specialist (Remote)

Job Description

PulseMediaNL is seeking a skilled and solutions-driven Technical Support Specialist (Remote) to join our remote team. This role is critical in providing technical assistance, troubleshooting issues, and ensuring a smooth and reliable user experience across systems, platforms, and services while working in a fully remote environment.

Responsibilities

• Respond to technical inquiries via email, chat, and phone in a timely and professional manner
• Diagnose and troubleshoot hardware, software, and system-related issues
• Guide users through step-by-step technical solutions and support processes
• Provide accurate information regarding systems, tools, and technical procedures

• Investigate and resolve technical issues efficiently while maintaining high customer satisfaction
• Escalate complex or unresolved issues to the appropriate technical teams when necessary
• Track, document, and update support tickets and technical interactions in internal systems
• Follow up with users to ensure issues are fully resolved and systems are functioning properly
• System Maintenance & Support
• Assist with system setup, configuration, and onboarding support for users
• Monitor system performance and report recurring issues or technical concerns
• Support software updates, maintenance activities, and troubleshooting processes
• Collaborate with internal teams to improve system reliability and operational efficiency

• Maintain accurate records of technical issues, resolutions, and system updates
• Contribute to knowledge bases, FAQs, and internal technical documentation
• Identify trends in support requests and recommend process improvements
• Follow established technical support procedures and operational guidelines

Requirements

• 1–2 years of experience in technical support, IT help desk, or a similar role
• Strong troubleshooting and problem-solving skills
• Basic understanding of computer systems, software applications, and networks
• Ability to explain technical concepts clearly to non-technical users
• Excellent written and verbal communication skills
• Ability to multitask and prioritize effectively in a fast-paced environment
• Detail-oriented with a proactive and customer-focused mindset
• Comfortable working independently in a remote environment
• Familiarity with ticketing systems, CRM platforms, or support tools is a plus
• Basic proficiency in Microsoft Office Suite or similar tools
• High school diploma or equivalent required; technical certifications or additional education are a plus
• What We Offer
• Meaningful contribution through hands-on technical support and problem-solving
• Remote-first flexibility to support work-life balance
• Opportunities for professional growth and technical skill development
• Collaborative and supportive team environment
• Competitive compensation aligned with experience
• Long-term stability within a growing and technology-focused organization

Diversity & Inclusion

We are committed to fostering a diverse, equitable, and inclusive workplace where everyone feels valued, respected, and empowered to contribute. All qualified applicants are encouraged to apply.