Job Description

Avanciers Inc. is actively scouting for a Technical Support Specialist to join our Implementer team in the USA.

Role: Technical Support Specialist

Location: Milwaukee (Franklin, WI 53132)

Hybrid work from home opportunities will be available after training is completed (3 days a week onsite).

Duration: 18 Months

Job Description:

We’re looking for a skilled Technical Support Specialist to join our high-performing IT support team. In this role, you'll be the first point of contact for resolving technical issues for over 20,000 internal users. This includes everything from hardware troubleshooting to software support and connectivity resolution—delivered via phone and chat using remote access tools.

You’ll work in a dynamic, metrics-driven environment where you'll handle approximately 25 support interactions per shift. This role is ideal for tech-savvy professionals with strong communication skills who thrive in fast-paced, customer-focused environments.

Key Responsibilities

• Provide Tier 1 technical support via phone and chat
• Troubleshoot Windows 10/11, Office 365, desktops/laptops, printers, mobile devices, and internal/external applications
• Use remote access software to resolve hardware/software/connectivity issues
• Accurately document issues and solutions in the ticketing system
• Strive for first contact resolution and exceptional customer experience
• Maintain performance based on KPIs: attendance, quality, and service metrics

Required Qualifications

• High School Diploma or GED (Associate Degree preferred)
• Proficiency in typing (50+ WPM recommended)
• Strong knowledge of Microsoft Office and Outlook
• Technical troubleshooting experience (hardware, software, mobile devices)
• Previous experience in a multi-channel support environment is a plus
• Exceptional communication skills – written and verbal
• Customer-focused mindset with strong problem-solving abilities
• Attention to detail and commitment to accurate ticketing
• Adaptability in a fast-paced, ever-changing tech environment

What You’ll Need to Succeed

• A passion for helping others and solving problems
• Ability to build rapport quickly with users and team members
• Professional demeanor and ability to represent the organization
• Initiative to suggest process improvements and enhance user experience
• Availability to work flexible shifts, including evenings and weekends as needed

Training Schedule

7 Weeks of Full-Time Training

Hours : Monday–Friday, 8:00 AM–4:30 PM

Training is required and conducted onsite. Permanent shifts are assigned after training completion.

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