Technical Support Specialist

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

📋 Description

• Deliver exceptional customer support to Fullpath’s clientele

• Exhibit outstanding customer service through inbound and outbound calls, emails, and internal messaging

• Troubleshoot, handle, and resolve technical support tickets utilizing Zendesk

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

• Work collaboratively with Tier 1 Lead and Tier 2 support to address technical product challenges

• Maintain ongoing communication with customers throughout the resolution process

• Execute additional technical responsibilities on customers’ accounts

• Recognize patterns and contribute to product enhancements, knowledge base creation, and operational initiatives

• Report directly to the Manager of Technical Support

⛳️ Requirements

• Minimum of 5 years of professional experience

• At least 1 year of experience in troubleshooting SaaS products

• Minimum of 1 year providing customer support

• Familiarity with CRMs and contemporary SaaS tools (G Suite, Slack, Zendesk, etc.)

• Customer service-oriented mindset with strong client engagement skills

• Comfortable making customer calls

• Collaborative team player with a cooperative work approach

• Strong time and task management abilities

• Analytical problem-solver

• Excellent verbal and written communication skills in English

• Legally authorized to work in the United States without employer sponsorship now or in the future

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

• Ability to perform job functions from a home office while utilizing necessary technology and maintaining productivity

• Consistent, reliable attendance and punctuality

• Experience in the automotive industry

• Background in SEO/SEM, including Google AdWords, Facebook Ads, or Bing Ads

🏝️ Benefits

• Competitive salary

• Medical insurance coverage

• Dental insurance coverage

• Vision insurance coverage

• Disability insurance

• Life and AD&D insurance

• Employee Assistance Program (EAP)

• Starting with 15 vacation days per year

• 80 hours of sick leave

• 12 paid holidays

• Paid parental leave

• 401k plan with company matching

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

• Opportunities for professional development, growth, and ownership