Witan Search

The Technology Support Specialist assists customers and end users during the installation and use of various technology platforms external to equipment systems. The Automotive Aftermarket Europe division manufactures and supplies specialty and innovative chemicals for the automotive aftermarket. Products are manufactured in Spain and Belgium and commercialized globally across Europe, the Middle East, Russia, Asia, and Africa. What You'll Be Doing (Responsibilities) Serve as an expert in hardware and software offerings and how they interact with equipment Provide technical support through various channels on installation, operation, and troubleshooting in accordance with policies and procedures Voice suggestions and concerns regarding user experience opportunities or issues Act as primary intermediary between engineering teams and users regarding installation, function, and use of technology products Develop and maintain documentation, including knowledge articles, runbooks, and FAQs Proactively identify recurring issues and recommend process or product improvements Meet or exceed contact center quality metrics (FCR, ASA/response time, handle time, CSAT) while balancing SLA commitments Perform other duties as assigned Education and Experience High school diploma or equivalent required Bachelor's degree in a technical field preferred Associate's degree in a technical field with two years' related experience considered Four (4) years related experience preferred (or equivalent combination of education and experience) 1-2 years SaaS or product support experience in a customer-facing role a plus Experience with Tier 1 and Tier 2 support, including clear escalation practices Contact-center support experience handling calls, chats, and emails Familiarity with contact center applications (e.g., Genesys Cloud, Five9, Avaya) Experience with Incident Management Systems (e.g., Zendesk, ServiceNow, Freshdesk) ITIL familiarity is a plus Skills and Abilities General knowledge of software systems and computer science concepts Demonstrated experience with various software systems Strong written and verbal communication skills; able to translate technical details clearly Strong organizational and time management skills; able to manage multiple tickets to SLA Strong service orientation and customer service skills Ability to quickly understand new software capabilities Wireless and IoT networking knowledge a plus (Wi Fi standards, RF concepts, SSID/security, IoT provisioning, BLE, Zigbee, Z Wave, device management, security practices) Linux shell experience a plus (basic navigation and utilities such as ls, cd, grep, cat) Work Schedule Sunday-Thursday and Tuesday-Saturday coverage model May include occasional holidays and weekends Work Arrangement 100% Remote; reliable high-speed internet and suitable workspace required Travel: Minimal travel (less than 10%) Standard and Physical Requirements: Position involves prolonged sitting, standing, manual dexterity, stooping, bending, and minimal lifting

Witan Search is seeking a Technology Support Specialist to assist customers during the installation and use of various technology platforms. Responsibilities include providing expert support on hardware and software, developing documentation, and improving processes. The ideal candidate should have a high school diploma, relevant experience, and strong communication skills. This position is fully remote with a flexible schedule, requiring occasional coverage on holidays and weekends.