Technical Support Specialist

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

📋 Description

• Respond promptly and professionally to customer inquiries through email and chat support channels.

• Assist customers in troubleshooting technical issues and provide guidance for resolution.

• Deliver personalized, attentive, and empathetic customer service.

• Develop a comprehensive understanding of products, services, and policies to effectively answer customer questions.

• Maintain thorough and accurate records of customer interactions, complaints, and resolutions in the CRM system.

• Ensure adherence to standard operating procedures, methodologies, and techniques.

• Follow up with customers to confirm resolution of issues and overall satisfaction.

• Educate customers on the effective use of products or services, including demonstrations and training resources.

• Stay updated on product enhancements, new features, and industry trends.

• Provide customer support during Eastern Time business hours, 9:00 AM–6:00 PM ET.

⛳️ Requirements

• A minimum of 1 year of demonstrated experience in a SaaS or similar organization, focusing on technical support and customer satisfaction.

• Experience in troubleshooting API errors, integration bugs, and other intricate technical issues.

• Ability to rapidly learn platforms and resolve customer problems efficiently.

• Exceptional verbal and written communication skills.

• Strong problem-solving and critical-thinking abilities.

• A customer-centric mindset and a genuine desire to assist others.

• Capability to work independently, manage multiple priorities, and excel in a fast-paced setting.

• Proficiency with CRM systems, Microsoft Office Suite, and concepts related to technical troubleshooting.

• Salesforce experience is advantageous.

• Availability to work from 9:00 AM–6:00 PM Eastern Time.

🏝️ Benefits

• A remote-first culture with flexible work scheduling.

• Unlimited PTO.

• Comprehensive medical, dental, and vision coverage.

• Access to learning and development programs, including training, mentorship, and development resources.

• Opportunities for career development.

• Regular in-person meetups.

• Performance bonuses.

• Equity options.

• A comprehensive benefits package.