Top 16 Remote technical support Jobs in Baltimore, Md

Software Support Specialist - Level 1 (Remote)
FEI Systems —Columbia, MD
- Full-time
- Remote
- English
- Research
- Mid-level
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12d
Production Support Specialist - Tier 1 (Remote)
FEI Systems —Columbia, MD
- Full-time
- Remote
- English
- Mid-level
- High school diploma or GED
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11d
Tier 2 Remote Operations Support (Overnights)
Columbia Technology Partners —Annapolis Junction, MD
- Overnight shift
- Remote
- 11+ years
- High school diploma or GED
- Bachelor's degree
- Profit sharing
- Paid jury duty
Quick Apply
7d
Tier 2 Remote Operations Support (Evenings)
Columbia Technology Partners —Annapolis Junction, MD
- Full-time
- Remote
- High school diploma or GED
- Bachelor's degree
- Mentoring
- Profit sharing
- Paid jury duty
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7d
HelpDesk Specialist
Business Management Associates, Inc. —Bowie, MD
- Part-time
- Remote
- 11+ years
- Windows
- Master's degree
Quick Apply
Remote Customer Service | Insurance Agent
The Gainey Agency —Baltimore, MD
- Full-time
- Remote
- Mid-level
- Residential
- Communication skills
- Opportunities for advancement
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Infrastructure Engineer
NTT DATA —Timonium, MD
- $35 - $39 an hour
- Remote
- Mid-level
- Health savings account
- AD&D insurance
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4d
Sales Enablement Technology Specialist II (remote)
Steris —Baltimore, MD
- $68,600 - $88,800 a year
- Full-time
- Remote
- Microsoft Excel
- Microsoft Outlook
- 5 years
- Disability insurance
- Dental insurance
13d
AI Learning Specialist
Metric5 —Baltimore, MD
- $150,000 - $170,000 a year
- Full-time
- Remote
- Mid-level
- Communication skills
- Paid holidays
- Disability insurance
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Technical Enterprise Incident Manager
Peraton —Fort Meade, MD
- $86,000 - $138,000 a year
- On call
- Remote
- Azure
- 5 years
- DevOps
- Health savings account
- Paid holidays
Manager, Customer Service Front Line
CyberMaxx —Linthicum Heights, MD
- Weekends as needed
- Remote
- Analysis skills
- Supervising experience
- Senior level
Quick Apply
Training Lead-Truss
Alpine —Baltimore, MD
- $81,000 - $110,000 a year
- Online Application
- Remote
- Spanish
- 5 years
- Travel
Construction Technical Specialist - Autodesk FORMA ( ACC )
MicroCAD Training & Consulting, Inc. —United States
- Full-time
- Remote
- 7 years
- Presentation skills
- Travel
- Health savings account
- Paid holidays
Quick Apply
7d

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Software Support Specialist - Level 1 (Remote)

FEI Systems -
Columbia, MD

Quick Apply

Job Details

Full-time
12 days ago

Qualifications

Phone communication
English
Internal employee customer service

Full Job Description

At FEI Systems, we create innovative technology solutions to improve the delivery of health and human services because we know when cumbersome administrative processes stand in the way, those who need it most are often left without access to proper care and support. From comprehensive case management software to disaster recovery services and content management information systems used in delivering foreign aid, our solutions are improving the lives of millions of people. We’re looking for a software support specialist who shares our commitment to leveraging technology to make a real impact in the world – a professional who knows, beyond all else, that the quality of our products and services is only as good as the company we keep.

All candidates will be required to complete at least one in-person interview as part of our hiring process.

Job Summary:

As a Software Support Specialist – Level 1, you are expected to operate as a member of the Production Support team which is the primary point of contact for technical, navigational, and training assistance for customers and users of the LTSS and Carity proprietary systems and corporate support for internal employees of FEI Systems. The Associate is expected to be able to communicate effectively by phone or email, be extremely detail oriented, have strong analytical skills, and a passion for both customer service and problem solving. This role is mostly unscripted support role that requires technical experience and expertise.

Principal Responsibilities:

Assessing the issues and troubleshooting problems if required
Investigate reported system issues, work to recreate, identify appropriate requirements and document defects.
Provide Tier 1 client support and technical issue resolution via email, phone, web-based feedback.
Escalate any unresolved issues up to Tier 2 support
Create, update, and close customer tickets in ticketing portal for every call answered and according to defined ticket compliance requirements
Ask probing questions, listen, and record data capture details and actions performed in all tickets
Learn and understand client workflows and functionalities within complex software
Ensure problem ownership, escalate issues through proper channels
Provide updates to end users when delivering solutions and diagnosing issues
Advise management of potential risks that may have impact on customer base and operating environment
Promote end-user satisfaction in adherence to established performance metrics
Understanding around PHI/sensitive data
Technical experience with Windows 10/11 and Microsoft Office 365 applications
Basic understanding of networking technologies such as DNS, DHCP, WiFi, VPN, and others
Ability to understand technical guidance and instructions and communicate them effectively to end users
Basic understanding of IT technologies such as Active Directory, malware protection, printing systems, endpoint management, and others

Required Skills:

Minimum of one year of experience in a fast-paced, support position that required written documentation of interactions
Excellent customer service, critical thinking, and written & verbal communication in English
Must be adept at balancing shifting priorities and time management
Able to reliably work designated or flexible shifts in a 24/7, 365-day environment
Ability to understand and explain technical information
College degree and 1-2 years of related work experience, or Associate degree and 3-4 years of related work experience, or High School diploma/equivalent and 4-6 years related work experience required
Experience with external customer communications (written and/or Oral).
Must have self-learning and researching skills
Ability to maintain calm composure and customer focus while troubleshooting and solving issues with frustrated end-users that may have little understanding of technology
Ability to work successfully as part of a team

Preferred Experience:

Previous experience in user/technical application support or training
Knowledge of the principles and processes for providing customer and personal services
Experience with help desk ticket tracking tools and workflow
Familiarity with ITIL process

Location: Remote

Status: Full time position with full company benefits

NOTICE: EO/AA/VEVRAA/Disabled Employer – Federal Contractor. FEI Systems participates in E-Verify, a federal program that enables employers to verify the identity and employment eligibility of all persons hired to work in the United States by providing the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee’s Form I-9 to confirm work authorization. For more information on E-Verify, please contact DHS at (888) 464-4218.

Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, marital status, political affiliation, disability, or genetic information, except where it relates to a bona fide occupational qualification or requirement. FEI Systems creates an Affirmative Action Plan on an annual basis. Pursuant to federal law, the portions of FEI Systems’ Affirmative Action Program that relate to Section 503 (Persons with Disabilities) and/or Section 4212 (Protected Veterans), are available for inspection upon request by applicants and employees during FEI Systems’ normal business hours.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.

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Refine Your Search

remote technical support jobs in baltimore, md

Software Support Specialist - Level 1 (Remote)

Production Support Specialist - Tier 1 (Remote)

Tier 2 Remote Operations Support (Overnights)

Tier 2 Remote Operations Support (Evenings)

HelpDesk Specialist

Remote Customer Service | Insurance Agent

Infrastructure Engineer

Sales Enablement Technology Specialist II (remote)

AI Learning Specialist

Technical Enterprise Incident Manager

Manager, Customer Service Front Line

Training Lead-Truss

Construction Technical Specialist - Autodesk FORMA ( ACC )

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