[Hiring] Technical Solutions Specialist @Exclusively Remote Gibor Group

Role Description

An established US-based company is seeking a Technical Solutions Specialist to join their Advanced Support team. This is an excellent opportunity for a technically minded professional who enjoys solving complex software and system issues while delivering exceptional customer support.

• Investigate and resolve complex payroll, HR, timekeeping, and system-related technical issues.
• Analyze reported problems, replicate issues, identify root causes, and validate solutions through testing.
• Manage support cases from initial investigation through to final resolution.
• Collaborate with internal departments and third-party vendors to resolve technical challenges.
• Keep clients informed with regular updates and clear expectations throughout the support process.
• Create and maintain technical documentation, knowledge base articles, and internal support procedures.
• Train clients and colleagues on advanced system functionality and best practices.
• Identify recurring issues and recommend process improvements and system enhancements.
• Participate in testing new software features, product enhancements, and system updates before release.
• Ensure accurate documentation of investigations, resolutions, and client communications.

Qualifications

• 3–5 years' experience in Technical Support, Advanced Customer Support, HRIS, Payroll Systems, Software Support, System Implementation, or a similar troubleshooting role.
• Strong analytical thinking with excellent problem-solving and root cause analysis skills.
• Experience investigating, replicating, testing, and validating software or system issues.
• Excellent verbal and written English communication skills.
• Strong organizational and time management skills with the ability to manage multiple support cases simultaneously.
• Comfortable working independently while collaborating with cross-functional teams.
• Experience coordinating with internal departments and third-party software vendors.
• Excellent documentation and process management skills.
• High attention to detail and commitment to delivering quality customer service.

Requirements

• Experience with the following is highly advantageous:
• Microsoft Office 365
• Microsoft Teams
• Zendesk or similar ticketing platforms
• Payroll software
• HRIS systems
• CRM or Helpdesk platforms
• Software troubleshooting and testing

Company Description