Mid-Level Support Specialists to join our IT Operations team and provide front-line platform and user support. You will be responsible for troubleshooting issues, managing support requests, coordinating escalations and maintaining support documentation.
Locations (2)
София, Bulgaria
Egypt, Bulgaria
Responsibilities
Resolve user inquiries related to account access, registration, affiliations, learning content, progress tracking, digital credentials, navigation and program processes
Troubleshoot issues and escalate complex cases to the appropriate technical or program teams
Categorize, prioritize and track cases in a help desk system
Maintain accurate case notes, diagnostic steps and resolutions
Identify recurring issues and share trends with the teams
Requirements
Nice to have: Experience supporting learners
Nice to have: Experience creating and maintaining FAQs
Nice to have: Familiarity with Adobe Guides
Nice to have: Familiarity with Adobe Captivate
Nice to have: Experience with content-management platforms
Frontline customer support specialist for Diamond Sports products, handling inquiries, troubleshooting technical issues, and ensuring customer satisfaction across multiple channels.
Responsibilities
Respond promptly to customer inquiries via phone, email, alerts, or chat
Educate customers on product features, updates, and troubleshooting steps
Handle high volume of incoming support requests while maintaining response time and quality standards
Conduct proactive outreach to confirm resolution satisfaction and offer additional assistance
Assist new customers with onboarding and initial setup
Provide support to North America employees through chat and case management channels, ensuring timely resolution of inquiries and a positive employee experience.
Responsibilities
Provide support to employees through chat, case management, and other approved service channels.
Manage employee requests from intake through resolution, ensuring timely follow-up and case closure.
Research and resolve employee inquiries while ensuring compliance with established processes and policies.
Maintain accurate case documentation and communication with employees and stakeholders.
Collaborate with cross-functional teams to facilitate issue resolution and service delivery.
Provide first‑level end‑user support and incident diagnosis for Republic Services’ applications, endpoints, and infrastructure.
Responsibilities
Respond to incoming interactions via phone, email, self‑service, or chat
Fulfill incoming service requests
Diagnose and troubleshoot incidents with endpoint hardware, enterprise applications, locally installed software, and other industry standard technologies
Document all interactions and resolutions using the IT Service Management tool
Escalate incidents as required and monitor resolution progress
Provide support to North America employees through chat and case management channels, ensuring timely resolution of inquiries and a positive employee experience.
Responsibilities
Provide support to employees through chat, case management, and other approved service channels.
Manage employee requests from intake through resolution, ensuring timely follow-up and case closure.
Research and resolve employee inquiries while ensuring compliance with established processes and policies.
Maintain accurate case documentation and communication with employees and stakeholders.
Collaborate with cross-functional teams to facilitate issue resolution and service delivery.
As an IT Technician, you'll serve as a first point of contact for technology support across the organization.
Locations (2)
Lincoln, Massachusetts, United States
Boston, Massachusetts, United States
Compensation
Salary Range: $68,250 - $87,750
Please note that new employees are placed in the range between $70,200 - $78,000 to allow for an equitable starting salary process and continual salary growth during an employee’s time at The Trustees.
Responsibilities
Support and Service Desk
Serve as first-line support for hardware, software, network, and access issues via our ticketing system, phone, and in person
Triage and resolve Tier 1 requests: password and MFA resets, application installation, printer and peripheral setup, conferencing and A/V issues
Escalate appropriately, with clear documentation
Maintain a high standard of written communication in tickets — clear and understandable
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