DAY IN THE LIFE

Summary/objective

The Technical Support Specialist will ensure end-users experience minimal disruption and maximum efficiency when using the company products and tools. They will be involved in onboarding and onboarding employees, managing software access, and maintaining the company’s help desk with efficiency and attention to detail. The Specialist will conduct troubleshooting and support for Google Workspace products, resolving issues and enhancing the overall user experience through excellent service. As the main point of contact for all technical issues, this position will be responsible for all inquiries related to tools, software, and programs that our employees utilize.

This is a hybrid position and will require a minimum of 3 days a week in the Instant Teams HQ office in Southern Pines, NC.

Essential Functions:

• Provide technical support for Google Workspace applications such as Gmail, Google Drive, Docs, Voice, etc
• Resolve any technical issues by diagnosing and resolving software, hardware or other issues reported to ensure quick and effective resolution to minimize downtime
• Assist in managing user access and permissions during employee onboarding and offboarding processes
• Maintain the help desk with prompt responses and meticulous documentation of support issues
• Report any recurring issues for continuous improvement
• Monitor and manage software usage and access in compliance with company policies
• Collaborate closely with management and development teams to ensure data protection and user security
• Document support procedures and system configurations for knowledge-sharing and training purposes
• Be available by phone and email to Instant Teams employees during the workday and core working hours
• Provide training and guidance in understanding and using the Company’s tools and products effectively, offering tips, best practices and training when necessary
• Continuously seek ways to improve technical support processes and tools to enhance the efficiency and effectiveness of technical support
  
  

Competencies

• Service-Oriented (We Serve with Excellence.)
• Lead from the front (We take Ownership.)
• Communication proficiency (We Communicate Mindfully.)
• Flexible (We Embrace Change Daily.)
• Strong operational thought process (We Lead with Intentional Curiosity.)
• Time management
• Collaborative
• Tech-savvy
• Fast-paced
• Self-starter
• Strong work ethic, ability to adapt to rapidly changing priorities
• Excellent analytical, problem-solving, and research skills
• Ability to work autonomously and with other team members with minimal supervision
• Excellent attention to detail
  
  

MUST HAVE

Required Education And Experience

• Exceptional technical proficiency and a knack for quickly mastering new tools and technologies
• Strong troubleshooting skills with the ability to independently resolve technical issues
• Excellent communication skills, both written and verbal, with a customer-focused approach
• Ability to thrive in a fast-paced startup environment and prioritize tasks effectively
• Familiarity with help desk ticketing systems
• Familiarity with cloud applications such as Zapier, Hubspot, Zoom, etc
• Relevant experience working with G-Suite
  
  

Preferred Education And Experience

• Associates Degree in Technology, Computer Science or related field
• Certifications in Google Workspace or Cloud administration or related areas are a plus
• One year of experience in a customer service oriented technical role
  
  

Supervisory Responsibilities

None

Physical Demands

This job requires computer use. This is a hybrid position so at times, there may be the need to move equipment or set up technology equipment in an office environment.

EEO and Harassment Statement

Instant Teams provides equal employment opportunities (EEO) to all applicants, contractors, and employees regardless of race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. This policy applies to all terms and conditions of work, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Instant Teams expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Instant Teams’ contractors and employees to perform their job duties may result in discipline up to and including discharge.

Other Duties

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities, and activities may change or be assigned at any time with or without notice.

TRAINING

To be discussed throughout the interview process.

Benefits

Details Overview

• Position Type:Permanent
• Reports to: CEO
• Corporate Benefit Eligibility:Yes; please clickherefor an overview of our current Corporate Benefits
  
  

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Notes

Other Duties

This is not necessarily a complete list of responsibilities, skills, duties, or requirements associated with the job. While this list is intended to be an accurate reflection of the current job, the Company reserves the right to revise the functions and duties of the job or to require that additional or different tasks be performed when circumstances change, (i.e., emergencies, changes in personnel, workload, rush jobs, or technological developments.)

EEO and Harassment Statement

Instant Teams provides equal employment opportunities (EEO) to all applicants, contractors, and employees without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. This policy applies to all terms and conditions of work, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Instant Teams expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Instant Teams’ contractors and employees to perform their job duties may result in discipline up to and including discharge.

About Us

As a customer experience (CX) marketplace, Instant Teams partners with nation's top brands and companies through a suite of talent solutions that range from building out remote support teams to identifying a direct hire - all by sourcing from their remarkable and diverse talent community. As a mission-centric company, they have a proven track record of generating thousands of remote job opportunities and have significantly improved the financial well-being of military families, generating over $40 million in economic impact.

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