Technical Support Specialist

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

📋 Description

• Take charge of technical support for customers.

• Serve as the primary contact for customers, ensuring that all aspects of their experiences are addressed promptly and efficiently.

• Manage Level 1 support resolutions.

• Handle the creation of Level 2+ tickets and perform internal triage.

• Set up, transfer, and troubleshoot phone number ownership.

• Ensure stability of data connections.

• Oversee product retraining initiatives.

• Keep documentation on procedures and solutions current.

• Provide internal feedback regarding user experiences, potential improvements, or feature requests.

• Assess system capabilities by evaluating the compatibility of new programs with existing systems.

• Customize and configure customer-facing templates based on client feedback and business objectives—custom development is not required, though minor updates and adjustments will be common.

• Implement scheduling tools and CRM systems, including integration, configuration, training, and enablement.

• Troubleshoot technical issues and coordinate timely updates to live configurations as necessary.

• Work closely with teammates focused on integrations, scheduling, and CRM setup to ensure a smooth service experience.

⛳️ Requirements

• A minimum of 2 years of experience in technical support, onboarding, implementation, or progressive customer service, preferably within a SaaS or digital tools context.

• Proficient in troubleshooting, testing, and training customers across various products or features.

• Proven experience in meeting support targets such as ticket completion, response times, and resolution metrics.

• Experience in configuring or managing a client-facing product or tool, like a templated platform, dashboard, or integrated experience.

• Familiarity with a CRM, preferably HubSpot or Salesforce.

🏝️ Benefits

• Fully remote work environment.

• Medical, Dental, and Vision insurance available within 30 days.

• 100% employer-covered medical insurance.

• Equity package.

• Flexible Paid Time Off with a minimum of 15 days.

• Generous Parental Leave policy.

• Options for Flexible Spending Accounts and Health Savings Accounts.

• 401(k) plan.

• Learning stipend for professional development.

• Provision of work-from-home equipment.

• Opportunity to work with cutting-edge technology.

• A collaborative culture that encourages high ownership.

• Opportunities for professional development and career advancement.