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Description

We are seeking Technical Support Specialists to join our growing global support team. This role is focused on providing external end-user support across phone, chat, and ticketing systems. You will work on complex issues that often require deep troubleshooting and customer service skills. This is not a basic password reset role — calls can run 30 minutes or longer as you help solve real technical challenges.

You will be part of a 24/7 support operation, collaborating with a team spread across the U.S. and internationally. This position offers the opportunity to make a real impact with end users while developing your technical and customer service expertise.

Key Responsibilities

+ Provide external end-user technical support via phone, chat, and ticketing systems (ZenDesk, Genisis).

+ Resolve 25–35 tickets per week, including 2nd/3rd tier issues.

+ Troubleshoot network and product-specific issues, ensuring timely and accurate resolutions.

+ Deliver exceptional customer service, guiding end users with patience and professionalism.

+ Document technical issues and resolutions clearly and accurately.

+ Multitask between calls, chats, and tickets effectively in a fast-paced environment.

+ Travel up to 25% for onsite technical projects (typically closer to 10%; may require 1–2 days’ notice).

+ Be available for on-call coverage during major incidents, staying until resolution is complete.

Qualifications

Required:

+ 2+ years of technical support experience.

+ Strong background in network support (specific to products and systems).

+ Excellent customer service skills working with external end users.

+ Outstanding communication and documentation abilities.

+ Experience with product support, ideally external customer-facing.

Preferred:

+ Net+ training or certification.

+ ITIL, A+, or related technical schooling.

+ Experience with network-related troubleshooting and support tools.

Schedule & Work Conditions

+ Schedule: Sunday–Thursday or Tuesday–Saturday.

+ Coverage: 9-hour day with 1-hour lunch; core coverage 7 AM–7 PM CST.

+ On-call duty: Must remain until resolution if major incidents occur.

Requirements • Minimum of 2 years of experience in technical support roles.

• Proficiency in network support, including troubleshooting related to products and systems.

• Strong customer service skills, particularly in working with external end users.

• Excellent communication and documentation skills.

• Experience in product support for external customers.

• Preferred qualifications include Net+ certification or training, A+ certification, or related technical education.

• Familiarity with network troubleshooting tools and methodologies. Technology Doesn't Change the World, People Do.®

Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app (https://www.roberthalf.com/us/en/mobile-app) and get 1-tap apply, notifications of AI-matched jobs, and much more.

All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.

• 2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking “Apply Now,” you’re agreeing to Robert Half’s Terms of Use (https://www.roberthalf.com/us/en/terms) .