What are the responsibilities and job description for the Support Specialist position at Levata?
Support Specialist
Who we are:
At Levata, we believe in making your journey with us seamless, impactful, and filled with opportunities to elevate your potential. As we think big, we enable what's next by leveraging our knowledge of what's possible today. Join a team where complexity doesn't mean confusion but rather a deep dive into understanding, surfacing with clear options and recommendations.
About the Role:
As a Support Specialist, you’ll be the first point of contact for customers reaching out to our support team. You’ll provide Level 1 troubleshooting and technical assistance for devices such as barcode scanners, thermal printers, mobile computing solutions and ID card printing technology. This position requires strong technical aptitude, a proactive mindset, and a dedication to delivering excellent customer service from initial contact to resolution or escalation.
Who we are looking for:
We’re looking for a service-driven, detail-oriented team member who thrives in a fast-paced environment. You enjoy solving problems, communicating with customers, and continuously building your technical skills. You're dependable, adaptable, and take pride in owning issues through resolution. The ideal candidate has prior experience in a help desk or technical support role and is confident managing multiple cases with professionalism and care.
What You’ll Do
- Serve as the primary contact for incoming support phone calls and email tickets
- Troubleshoot and resolve basic technical issues related to supported hardware and software
- Accurately document all customer interactions in our case management system (NetSuite)
- Escalate more complex issues to Support Specialist II when appropriate
- Deliver positive and professional communication in all customer interactions
- Maintain case compliance and schedule adherence based on assigned support hours
- Participate in ongoing technical training and process improvements
Qualifications & Skills
- 1 years of experience in technical support or help desk role
- Strong troubleshooting and problem-solving skills
- Excellent verbal and written communication skills
- High attention to detail with strong documentation habits
- Proficient in Microsoft Office Suite (Outlook, Excel, Word)
- Basic understanding of networking concepts (e.g., Wi-Fi, IP settings, device connectivity)
- Ability to work independently in a structured, remote environment
Physical Demands
This is a fully remote, desk-based position. You must have a dedicated home office setup with a stable high-speed internet connection. The role requires extended periods of sitting, working on a computer, and using a headset and other standard office equipment.