Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver first-level technical support to CallRevu customers, dealers, agencies, and partners.

• Diagnose, troubleshoot, and resolve product-related and technical issues.

• Interact with customers through inbound phone calls, email, and web chat.

• Conduct initial triage and assess the necessary support level.

• Document and track tickets until resolution is achieved.

• Escalate unresolved issues to Tier III Support Specialists, the Director of Support, or Development teams.

• Prioritize and close tickets based on customer needs and the status of existing tickets.

• Update customers and internal team members on ticket status.

• Assist both new and existing customers with tasks such as setting up phone numbers and logins.

• Actively engage with new customers to ensure products are functioning correctly.

• Address requests from Client Services, Onboarding, and Sales teams.

⛳️ Requirements

• High School diploma is mandatory.

• A Bachelor’s degree or an equivalent combination of education and work experience is preferred.

• A minimum of 1 to 3 years of customer or technical support experience in a technology-oriented company.

• Demonstrated history of providing an outstanding customer experience.

• Previous experience in the SaaS industry is advantageous.

• A+ Certification and/or Network + Certification is preferred.

• Capability to diagnose, troubleshoot, and resolve basic technical support issues, with appropriate escalation when necessary.

• Prior experience with CRM software is desirable.

• Proficient computer skills and the ability to learn various applications and programs.

• Intermediate to advanced proficiency in Microsoft Office, including Outlook, Word, Excel, and PowerPoint.

• Capacity to work both independently and collaboratively within a team.

• Ability to operate in a remote setting without external distractions.

• Willingness to work during non-traditional business hours, including nights, weekends, and holidays, as required.

• Strong analytical, listening, communication, organizational, and multitasking abilities.

• Alignment with CallRevu’s Mission, Vision, Values, and goals is essential.

🏝️ Benefits

• Comprehensive benefits package.

• Competitive compensation.

• Opportunities for professional development.

• A collaborative and inclusive work environment.

• Access to innovative, cutting-edge technology.

• Flexible remote work environment.