Technical Support Specialist
Work Setup: Full Remote
Salary Range: 7-8$/Hour
Contract: Independent Contractor
About The Methodical Group
The Methodical Group (methodicalgroup.com) is a leading global provider of IT Services, Consulting, and Specialized Staffing Solutions, operating with a systematic, high-quality approach for over 25 years. Headquartered in St. Petersburg, Florida, we use proprietary frameworks, such as ExactTalent , to provide specialized workforce solutions, including permanent placement and contract staffing, across industries such as IT and Healthcare.
Simultaneously, our IT and Business Services division offers expert solutions in Software Development, Data & Analytics, and IT Operations, aiming to help organizations worldwide drive digital transformation, improve efficiency, and maintain a competitive edge.
About the Role:
Our technical support team serves as a key resource for customers using our software solutions, providing technical troubleshooting, application support, and assistance with customer enhancement, break/fix, and upgrade requests.
The Technical Support Specialist will provide support beyond traditional help desk responsibilities by troubleshooting application issues, investigating backend processes, and assisting with customer-specific configuration changes. The ideal candidate will have a strong technical support background with experience working with Java, SQL, and application environments. This role requires the ability to understand how backend changes impact the end-user experience while communicating effectively with customers throughout the resolution process.
The Technical Support Specialist will manage support requests through multiple channels, including phone, chat, web, and email, while collaborating with internal teams to investigate issues, implement solutions, and deliver a high-quality customer experience.
Key Responsibilities
- Provide technical support to customers through phone, chat, web, and email.
- Troubleshoot and resolve customer issues related to software functionality, enhancements, break/fix requests, and system upgrades.
- Investigate reported issues by analyzing application behavior, reproducing problems, reviewing logs, and identifying appropriate solutions.
- Apply a development or module development mindset when troubleshooting application issues, with the ability to understand application logic, workflows, and how technical changes affect end users.
- Leverage previous software development, application development, or module development experience to diagnose issues that go beyond traditional technical support.
- Support backend processes and database-related activities that impact frontend user functionality.
- Utilize SQL to troubleshoot issues, review data, validate application behavior, and support customer requests.
- Assist with customer-specific application updates, including configuration changes, reports, forms, dropdown values, modules, and other system modifications.
- Support and troubleshoot application modules, including investigating existing functionality and identifying areas that may require configuration, modification, or development support.
- Troubleshoot Java-based applications and collaborate with technical teams when additional investigation or development support is required.
- Review and understand existing application code, scripts, modules, or technical configurations when necessary to identify the root cause of issues.
- Support customer requests related to application improvements, enhancements, integrations, and upgrades.
- Work with development and technical teams to communicate defects, enhancement requirements, and technical findings.
- Document troubleshooting steps, resolutions, application changes, and technical findings within support systems.
- Prioritize and manage support cases based on customer impact and urgency.
- Communicate directly with customers to gather information, provide updates, and explain technical solutions clearly.
- Contribute to internal documentation and knowledge-sharing efforts.
Required & Preferred Qualifications
- 4+ years of experience in technical support, application support, software development, module development, or a similar technical role required.
- Experience in software development, application development, or module development strongly preferred.
- Strong technical troubleshooting skills with the ability to analyze and resolve complex application issues.
- Experience working with SQL databases and writing queries required.
- Excellent English Communication
- Ability to understand application logic, backend processes, and how technical changes affect frontend user functionality.
- Experience troubleshooting or supporting Java-based applications preferred.
- Experience with SilverLake preferred.
- Experience supporting software enhancements, break/fix requests, application upgrades, or customer-specific application modifications preferred.
- Experience developing, modifying, configuring, or supporting application modules is highly preferred.
- Familiarity with reviewing code, scripts, APIs, application configurations, or other technical components is a strong plus.
- Experience using a service management system (e.g., HubSpot, Zendesk, Salesforce Service Cloud, ServiceNow, etc.) preferred.
- Strong written and verbal communication skills required, with the ability to communicate effectively with customers in English.
- Ability to troubleshoot issues across both backend systems and frontend user experiences required.
- Strong documentation, organization, and prioritization skills required.
- Ability to work collaboratively with development, technical teams, and customers required.
