Technical Support Tech II in New York, NY

Job Description
Please include in the submission a mock email/ticket response to test written communication skills. Candidates without this will be withdrawn.
HM would like to see how they would respond to a difficult question that they are not able to answer.
Provides support to end users on a variety of issues. Identifies, researches, and resolves technical problems. Responds to telephone calls, email and personnel requests for technical support. Documents, tracks and monitors the problem to ensure a timely resolution.

Customer support role
-email will come in with questions on how a device works etc.
-Will create support tickets as needed
-Stay within SLA s
-Try to troubleshoot tickets if can answer, close. If not, will escalate to engineering team.
-Create write ups on the steps to document the steps taken for reporting.

Requirements:
Bachelor s degree in a related field required
3-6 years of experience in a technical support role for hardware troubleshooting (devices, fire TV stick, appliances)
Software: ticketing system experience required
Comfortable with AI searches
Attention to detail
High organizational skills
Needs to have high communication skills with customers, needs to be able to navigate difficult conversations in verbal and written format.

Benefits Info
Pride Global offers eligible employee s comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), 401(k)-retirement savings, life & disability insurance, an employee assistance program, legal support, auto, home insurance, pet insurance and employee discounts with preferred vendors.

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