Technical Support Specialist

This is a fully remote position, open to applicants in Alaska, +6 more states.

📋 Description

• Deliver exceptional customer support to Fullpath clients.

• Exhibit customer service expertise through incoming and outgoing calls, emails, and internal messaging.

• Diagnose, manage, and resolve technical support inquiries utilizing Zendesk.

• Act as the liaison between clients, partners, and internal support teams.

• Work alongside Tier 1 Lead and Tier 2 support to address technical product challenges.

• Maintain ongoing communication with clients throughout the resolution process.

• Execute additional technical tasks related to customer accounts.

• Recognize trends and assist in enhancing products, developing the knowledge base, and driving operational initiatives.

• Report directly to the Manager of Technical Support.

⛳️ Requirements

• Minimum of 5 years of professional experience.

• At least 1 year of experience troubleshooting SaaS products.

• A minimum of 1 year providing customer support.

• Familiarity with CRMs and contemporary SaaS tools, including G Suite, Slack, and Zendesk.

• Service-oriented mindset with strong client-focused abilities.

• Comfortable making calls to customers.

• Team-oriented approach to work.

• Strong time and task management skills.

• Problem-solving attitude.

• Excellent verbal and written communication skills in English.

• Legal authorization to work in the United States without employer sponsorship currently or in the future.

• Capability to sit for prolonged periods and engage in extensive computer work.

• Ability to perform job responsibilities from a home office with the necessary technology while maintaining productivity.

• Consistent and punctual attendance.

• Experience in the automotive industry is preferred.

• SEO/SEM experience, such as Google AdWords, Facebook Ads, or Bing Ads, is preferred.

🏝️ Benefits

• Competitive salary.

• Medical coverage.

• Dental coverage.

• Vision coverage.

• Disability coverage.

• Life/AD&D insurance.

• Employee Assistance Program (EAP).

• 15 vacation days per year to start.

• 80 hours of sick leave.

• 12 paid holidays.

• Paid parental leave.

• 401k plan with company matching.

• Flexible, family-friendly work environment that promotes work-life balance.

• Opportunities for professional development, growth, and ownership.