Technical Support Specialist

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

📋 Description

• Address customer inquiries through email and virtual meetings.

• Resolve customer challenges related to product functionality, reporting, and integrations.

• Create basic to intermediate scripting queries to analyze customer data issues.

• Document solutions within the knowledge base.

• Troubleshoot technical problems and escalate complex cases as needed.

• Communicate clearly and empathetically with customers.

• Update and maintain the customer support knowledge base and troubleshooting guides.

• Collaborate with internal teams to ensure customer-facing documentation is up-to-date.

• Enhance self-service resources.

• Work alongside product, engineering, and customer success teams to escalate feedback and technical challenges.

• Provide backup support to Engineering in manual testing.

• Serve as a liaison between customers and internal teams.

• Track and report recurring customer issues and propose process enhancements.

• Engage in team meetings and feedback sessions.

• Stay informed about product updates and best practices in customer support.

• Assist colleagues through issue resolution and knowledge sharing.

⛳️ Requirements

• Proficiency in basic to intermediate scripting languages (SQL, JavaScript, Domino, etc.).

• Outstanding verbal and written communication skills for effectively conveying technical information to stakeholders.

• Strong problem-solving skills.

• Ability to adapt and embrace change.

• Strong customer orientation.

• 0-2 years of relevant experience in customer support or a junior technical position.

• Pursuing relevant certifications is preferred but not mandatory (such as scripting/Database basics, Cloud Fundamentals, SFDC, etc.).

🏝️ Benefits

• Unlimited PTO policy.

• Competitive medical, dental, and vision health coverage.

• 401k matching.

• Paid holidays.

• Volunteer time off.

• Paid parental leave.

• Remote work stipend.