Technical Support Specialist

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

📋 Description

• Deliver exceptional technical support and top-tier assistance for clients using the Absorb platform.

• Address inquiries and resolve issues via phone, chat, and email in a dynamic environment.

• Interact with clients, ensuring clear communication both internally and externally, conducting thorough investigations, and facilitating prompt resolutions.

• Diagnose and perform detailed investigations to identify root causes of client or feature-related problems.

• Identify next steps and provide solutions tailored to client needs and concerns.

• Manage client expectations regarding anticipated response times.

• Research and document technical issues experienced by customers.

• Advocate for clients while maintaining a clear and professional representation of the company as issue statuses evolve and resolutions are finalized.

• Assist clients globally through phone, chat, desktop sharing, and a support ticket tracking system.

• Help clients succeed in utilizing the Absorb platform effectively.

⛳️ Requirements

• Over 3 years of experience in a technical support role, preferably in a SaaS setting, or in client-facing positions (such as customer service, food and beverage, airlines, etc.).

• Fundamental understanding of core web components.

• Outstanding attention to detail.

• Demonstrated time-management skills.

• Excellent written and verbal communication abilities, along with strong active listening skills.

• Capability to understand technical concepts and convey them in straightforward terms.

• Prior experience with LMS/E-Learning is preferred.

• Experience in technical documentation is preferred.

• Familiarity with Zendesk, MSSQL, Jira, and Confluence is preferred.

• Previous experience collaborating with remote teams is preferred.

• Fluency in additional languages is an advantage but not mandatory.

• Must provide proof of legal eligibility to work in the applied country without sponsorship.

• Candidates selected for the position will undergo pre-employment background checks, including a criminal record verification.

🏝️ Benefits

• Fully remote-first work model with flexible working arrangements.

• Comprehensive health and wellness benefits including retirement savings programs.

• Eligibility for two distinct bonus plans.

• Generous paid time off.

• Extensive medical and dental benefits tailored to your country of residence.

• New hire equipment allowance.

• Monthly flexibility allowance.

• Limitless opportunities for career advancement and internal mobility.

• Employee-driven diversity, equity, and inclusion programs.