Desktop Support Technician

Location: Remote

Duration: 12+ Month Contract Job Summary

Key Responsibilities: Provide technical support to customers through telephone, email, and chat channels. Troubleshoot software and technical issues while meeting established service level agreements (SLAs).Educate customers on product functionality, features, and best practices. Accurately document and manage support incidents within ticketing and incident management systems. Advocate for customers by tracking reported issues through resolution. Collaborate with Development, QA, and Implementation teams to identify and resolve product-related issues. Validate, document, and report software defects and design concerns. Assist with testing and validation of new product releases and enhancements. Participate in team meetings, training sessions, and knowledge-sharing initiatives. Support special projects and additional responsibilities as assigned. Maintain a professional, customer-focused approach in all interactions.