Product Support Specialist Tech 1
Hearst Health
Salary undisclosed
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Description
Position Summary:
We are looking for a customer service oriented Technical Product Support Specialist to provide technical support to users in an efficient and accurate manner. You will be considered as the company’s front line and you will solve basic to complex technical software and hardware problems for our software as well as third party software. The goal is to make sure that customer value is maintained to the standards set forth by the company.
Essential Job Functions & Duties:
- Provide telephone support to end-users experiencing technical difficulties
- Troubleshoot, diagnose and resolve technical hardware and software issues remotely
- Research end-user questions
- Guide, with confidence and composure, end-users through corrective measures
- Identify and escalate support situations requiring urgent attention
- Track and route support requests via computerized ticketing system; thoroughly document resolutions
- Prepare activity reports
- Stay current with product upgrades, system information, and business updates
Knowledge Skills and Abilities:
- Excellent oral communication and organizational skills
- Determination to deliver superior customer service
- Ability to understand, troubleshoot and resolve technical issues
- Strong knowledge of Microsoft Office & Windows (Windows Operating Systems: XP, 7 & 10; Windows Remote Desktop application)
- Ability to communicate with diverse audiences
- Understanding of mid-high level technical concepts
- Bilingual!
Education:
- AAS or BS – Computer Science, Computer Engineering Technology or similar field (equivalent background experience will be considered)
- Microsoft A+ or other computer certifications highly desired
- An understanding of automotive technology or medium/heavy-duty mechanics is a plus
Experience
- 2 years of IT or technical help desk and/or PC support experience highly preferred
About this role
Hearst Health is seeking a Technical Product Support Specialist to serve as the first point of contact for customers experiencing software and hardware issues. Working remotely from Greensboro, you'll handle phone support calls, diagnose and resolve technical problems both independently and by escalating complex cases, and maintain detailed records of each interaction through a ticketing system. The role requires you to guide users through troubleshooting with patience and clarity while staying informed about product updates and system changes.
This position suits someone with a solid technical foundation—ideally two years of help desk or PC support experience—who is comfortable working with Windows operating systems, Microsoft Office, and remote diagnostic tools. You should have genuine customer service instincts and the ability to explain technical concepts to non-technical users. A degree in computer science or related field is preferred, as are certifications like A+; bilingual capability is required. Background in automotive or heavy-duty mechanics is valued but not essential.
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Pay for this role
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