Technical Support Specialist

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

📋 Description

• Stay actively engaged through phone and chat queues during assigned shifts

• Manage a significant volume of incoming customer interactions in real-time

• Maintain optimal response times and availability metrics

• Provide assistance to customers with general inquiries regarding product usage

• Diagnose basic issues and offer step-by-step guidance

• Address GPS and location-related issues on both mobile and web applications

• Support geofence setup and troubleshooting efforts

• Assist with inquiries related to expense products, including activation and usage of cards

• Respond to fundamental questions concerning forms

• Escalate intricate or technical issues to Tier 2 or relevant teams as necessary

• Address customer queries related to invoices and charges

• Clearly and professionally explain billing adjustments

• Identify and assist with duplicate user profiles

• Collaborate with internal teams (Tier 2, Engineering, Revenue, Implementation, Sales) for effective issue resolution

• Accurately escalate issues with appropriate context, notes, and reproduction steps

• Document all customer interactions precisely in the support system

• Achieve or surpass response time and resolution targets

⛳️ Requirements

• Excellent verbal and written communication skills

• Capability to multitask across various conversations (chat + phone)

• Customer-centric mindset with strong problem-solving skills

• Basic technical troubleshooting capabilities

• Ability to thrive in a fast-paced, high-volume setting

• Previous experience in customer support or call center roles (preferred)

• Familiarity with SaaS or workforce management tools (preferred)

• Experience with CRM or support ticketing systems (preferred)

• Proficiency in Spanish is an advantage

🏝️ Benefits

• Comprehensive benefits package including Aetna medical, dental, and vision coverage

• Flexible Spending Accounts (FSA)

• Access to Teladoc virtual care

• One Medical membership

• Kindbody family-building assistance

• Employee Assistance Program

• 401(k) retirement plan through Empower

• Pre-tax commuter benefits (for employees based in our San Francisco office)