We are looking for a Technical Support Specialist (L1/L2) to join our support team and provide customer-facing technical assistance for hardware, software, and connectivity-related issues.
In this role, you will handle first- and second-level support requests, troubleshoot Windows environments and basic network issues, assist with device (IoT/data logger) configuration, and escalate complex technical cases to higher-level engineering teams when needed.
You will work closely with Team Leaders, QA, Operations, and Engineering to ensure high-quality service delivery, accurate documentation, and continuous process improvement.
This role combines technical troubleshooting with customer communication and requires a structured, solution-oriented mindset.
Requirements: * Experience in L1/L2 technical support or IT service desk roles * Basic knowledge of Windows Server environments * Basic MS SQL knowledge (user-level: queries, validation, data checks) * Fundamental understanding of network technologies and protocols * Experience configuring or supporting IoT devices or measurement data loggers (or strong willingness to learn) * Confident in written and spoken English * Independent, reliable, and detail-oriented working style * Technical and solution-oriented mindset * Strong interpersonal and communication skills
Responsibilities: * Provide L1/L2 technical support via email, chat, and calls * Troubleshoot Windows environment issues and basic network connectivity problems * Perform basic MS SQL checks and validate measurement or system data * Support configuration and deployment of IoT devices/data loggers following documented procedures * Collect logs, reproduce issues, and prepare structured escalations for L3 / Engineering teams * Maintain accurate ticket documentation in CRM/helpdesk systems * Follow internal workflows, SLAs, and quality standards * Contribute to knowledge base creation and continuous process improvements * Collaborate with Team Leaders, QA, Operations, and Engineering
Would be a plus: * Experience with Zendesk and similar ticketing platforms * Previous BPO / outsourcing experience * Technical education or certifications * Experience supporting SaaS or hardware-enabled products * Familiarity with structured troubleshooting methodologies
Work conditions: * Remote work; * The probation period is 2 months; * 2 non-fixed days off per week. * 3 types of work shifts: morning 8:00–16:000, Day 16:00–0:00, night shift 0:00–8:00
Required languages EnglishC1 — Advanced About WOW 24-7 WOW24-7 is an outsourcing company that provides customer support services to businesses. WOW24-7 employees help e-commerce, travel, and IT companies choose the right product or service, set up the service, and solve various problems, even technical ones, via phone, chat, social media, or e-mail.
WOW24-7 is not only a customer support service, but also a partner in enhancing the customer experience in companies. The team combines the latest technology with sophistication and an emotional approach and sets new standards for customer service on a global scale. Today, the company works with clients from more than 20 countries across North America, Europe, and Australia.
Join WOW24-7 and develop in an environment of trust, innovation, and mutual support. You will be valued for your unique skills and commitment to excellence as we learn and adapt together. Be part of a future where your work really matters.
