Technical Support Specialist

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

📋 Description

• Deliver exceptional customer support to Fullpath clients.

• Provide customer service through incoming and outgoing calls, email, and internal chat platforms.

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

• Act as the primary communication liaison among clients, partners, and internal support teams.

• Work in collaboration with Tier 1 Lead and Tier 2 support to address technical product challenges.

• Maintain ongoing communication with customers throughout the issue resolution process.

• Execute additional technical tasks related to customer accounts.

• Recognize trends and contribute to enhancements in products, development of the knowledge base, 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.

• 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 phone calls to customers.

• Team-oriented work approach.

• Excellent time management and task prioritization skills.

• Strong problem-solving capabilities.

• Outstanding verbal and written communication skills in English.

• Legal authorization to work in the United States without the need for employer sponsorship now or in the future.

• Ability to sit for extended periods and engage in extensive computer work.

• Capability to work from a home office using the necessary technology while maintaining productivity.

• Regular, dependable attendance and punctuality.

• Experience in the automotive industry is preferred.

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

🏝️ Benefits

• Competitive salary.

• Comprehensive benefits package.

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

• Medical coverage.

• Dental coverage.

• Vision coverage.

• Disability coverage.

• Life/AD&D insurance.

• Employee Assistance Program (EAP).

• 15 vacation days annually to start.

• 80 hours of sick leave.

• 12 paid holidays.

• Paid parental leave.

• 401k plan with company matching.

• Opportunities for learning, growth, and ownership.