Ascent Professional Staffing provides support to a Nashville-based Fortune 500 company. We’re hiring a Technical Solutions Consultant to provide technology support and training for the company’s Mobility Solutions to customers throughout the U.S. and Canada. This is a remote position with up to 10% travel. The consultant will provide Tier 1 and Tier 2 technical support and user management administration via telephone, text, email, and at customer sites, while maintaining technical training and support materials, delivering remote training, and occasionally travelling for in-person field training. This is a long-term client engagement, offered as full-time employment with Ascent.

We are authorized to hire employees in the following states: Arkansas, Indiana, Iowa, Kansas, Missouri, Nebraska, Oklahoma, Tennessee, Texas, and Wisconsin.

Job duties include, but are not limited to:

Provide excellent customer service to internal and external customers across the U.S. and Canada.
Serve as the primary customer point of contact for Tier 1 and Tier 2 support issues, focusing on clear communication and issue understanding rather than hands-on hardware repair.
Coordinate with internal technical teams to understand the root cause of issues and drive them to resolution on the customer’s behalf.
Log and track incidents per the established Incident Management Process.
Escalate and track unresolved issues to Tier 3 support, following established Problem Management Process.
Follow up with customers, provide feedback, and persist until issues reach a satisfactory resolution.
Ensure support issues are properly recorded, documented, and closed.
Document and escalate feedback and suggestions using established Change Management Process.
Travel up to 10% of the time to provide field training and support for digital solution offerings.
Meet with customers in-person to conduct training at their business locations.
Clearly communicate technical concepts to audiences with a variety of experience.
Help develop and maintain technology-related guides, manuals, instructions and training documentation.
Provide occasional software testing and usability evaluation.

Requirements:

Excellent verbal and written communication skills.
2 years’ experience in a customer-facing support or coordination role (technical/software support environment preferred); this is not a hands-on hardware repair role.
1-year experience as a trainer (preferred) and experience training remotely is a plus.
Experience coordinating with internal teams (e.g. engineering, product, or other support tiers) to resolve customer issues; no coding experience required.
Strong analytical, diagnostic, problem-solving, time management and organizational skills.
Proficient in Microsoft Outlook, PowerPoint, and Word, with intermediate to advanced Excel skills.
Able to work in a fast-paced, deadline-driven environment.
Able to work effectively with minimal supervision.
Able to collaborate in a team environment to complete required documentation projects.
Able to gracefully receive feedback.

This is a full-time W-2 position with Ascent Professional Staffing, supporting a long-term client engagement. Employees receive the following benefits:

Wellmark Blue Cross Blue Shield health, dental, and vision available. Ascent pays half of employee premium.
Nine paid holidays per year.
144 hours paid time off per year, covering sick, vacation and personal time.
401(k) available after one year of service.
Weekly paycheck, direct deposit.

Applicant must:

Submit a professional resumé.
Complete pre-screening interviews via Teams.

Work Environment:

Fast-paced work-from-home position.
Able to sit and work from computer for 8 hours per day/40 hours per week.
Must live in one of the states listed above. Ascent is not currently authorized to hire in other states.

Training for this position will be conducted remotely. Flexibility is a must: able to work from home and travel throughout the U.S. and Canada.

*Job offer is contingent upon successful completion of background check and drug screen.

Ascent Pro - 563-263-5219 info @ ascentprostaff.com

Ascent Pro Support remote jobs

Technical Solutions Consultant