Job Description

Job Title: Information Technology Support Specialist

Location: Houston, TX

Type of Role: Contract

POSITION OVERVIEW:

As an Information Technology Support Specialist, you will be responsible for enhancing the overall customer journey by offering exceptional technical support, resolving issues quickly, and ensuring customers have a smooth and positive experience with our IT products and services.

DUTIES AND RESPONSIBILITIES:

• Provide excellent customer support via phone, email, and chat, assisting with technical issues, troubleshooting, and product inquiries.
• Resolve customer complaints and issues related to IT systems, software, or hardware in a timely and professional manner.
• Collaborate with internal IT teams to identify, diagnose, and resolve technical issues.
• Offer proactive solutions and advice to prevent recurring issues and improve the customer experience.
• Monitor and track customer feedback, escalations, and service tickets to ensure timely resolution and continuous improvement.
• Contribute to creating user guides, FAQs, and knowledge base articles to help customers self-serve.
• Gather and analyze customer feedback to identify opportunities for service and product improvements.
• Maintain accurate records of customer interactions, issues, and resolutions.
• Stay up-to-date with product updates, features, and industry trends to better support customers.
• Provide regular feedback and suggestions for enhancing customer service workflows.

QUALIFICATIONS:

• Bachelor's degree in Information Technology, Computer Science, Business, or related field (preferred).
• 5-10 years of IT experience
• Proven experience in IT support, customer service, or a related role.
• Strong understanding of IT systems, software applications, and basic hardware troubleshooting.
• Excellent communication skills with the ability to explain technical concepts in simple terms.
• Customer-focused mindset with a passion for delivering exceptional experiences.
• Ability to manage multiple priorities and work in a fast-paced environment.
• Problem-solving and analytical skills with attention to detail.
• Familiarity with customer support platforms (e.g., Zendesk, Salesforce) is a plus.
• Ability to work well in a collaborative team environment.

The Global Edge Consultants, LLC is an Equal Opportunity Employer. The Global Ede Consultants, LLC does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.

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