Customer Technical Support Specialist

This is a fully remote position, open to applicants in Connecticut, +7 more states.

📋 Description

• Effectively manage and prioritize incoming support inquiries.

• Diagnose and resolve technical issues associated with company products and services.

• Provide timely and accurate responses to customer questions.

• Refer complex problems to the appropriate internal teams as necessary.

• Offer immediate support for urgent situations.

• Manage inbound customer calls, delivering clear and concise explanations of technical concepts.

• Build strong customer relationships through effective communication and problem-solving skills.

• Show empathy and understanding by actively listening to customer concerns and asking pertinent questions.

• Follow up to guarantee that all customer issues are completely resolved and satisfaction is met.

• Help maintain and contribute to an updated knowledge base of troubleshooting procedures and solutions.

• Keep abreast of product updates, features, and best practices.

• Engage in regular training sessions to sustain expertise in company products and services.

• Accurately log issues and resolutions using Salesforce or other CRM tools.

⛳️ Requirements

• A high school diploma is required; post-secondary education in networking, computer science, or a related field is an asset.

• Previous experience in a technical support or call center setting is preferred.

• Familiarity with support ticketing systems like Salesforce is advantageous.

• Proficient in Microsoft Office Suite (Word, Excel, Outlook, etc.).

• Strong technical skills and troubleshooting capabilities.

• Excellent communication skills with the ability to stay calm and patient under pressure.

• Capability to work both independently and as part of a team.

• Strong attention to detail and effective time management abilities.

• Proficiency in English (both written and spoken) is required; knowledge of French and/or Spanish is a plus.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health and wellness benefits.

• Opportunities for professional development and career advancement.

• Flexible work hours and potential remote work options.