Technical Support Specialist

Accountabilities: Customer Support & Communication: Act as the first point of contact for customer inquiries received through ticketing systems, live chat, email, and phone. Deliver prompt, professional, and customer-oriented assistance while maintaining high service standards. Technical Troubleshooting: Diagnose and resolve basic to moderately complex technical issues related to software applications, following established procedures and support documentation. Phone Support: Manage inbound support calls, provide real-time troubleshooting, guide customers through solutions, and accurately document all interactions. Case Management & Escalation: Record customer interactions, troubleshooting steps, and resolutions in the ticketing system. Identify issues requiring advanced technical assistance and escalate them to Tier 2 support with complete documentation and context. Customer Guidance: Provide clear, step-by-step instructions to help customers navigate software features, resolve technical difficulties, and achieve successful outcomes. Product Knowledge: Maintain up-to-date knowledge of software platforms, product features, system updates, and known technical issues to deliver accurate and effective assistance. Cross-Functional Collaboration: Work closely with internal teams to coordinate issue resolution, communicate customer concerns, and ensure a consistent support experience. Knowledge Sharing & Process Improvement: Contribute to internal documentation, troubleshooting guides, and knowledge base articles that improve team efficiency and encourage customer self-service. Service Quality & Performance: Support the team during high-volume periods while meeting response-time expectations, maintaining accurate records, and identifying opportunities to improve support processes. Requirements 0–2 years of experience in customer support, technical support, or another customer-facing position. Strong written and verbal communication skills, with a genuine commitment to customer satisfaction and service excellence. Basic technical troubleshooting and problem-solving abilities, particularly when working with software applications. Ability to follow established procedures, document information accurately, and manage multiple support requests simultaneously. Strong organizational skills, attention to detail, and the ability to prioritize tasks effectively. Adaptability and willingness to learn new technologies, software platforms, and technical support processes quickly. A proactive mindset, accountability, patience, and the ability to remain professional when handling challenging customer situations. Ability to collaborate effectively with colleagues and technical teams while taking ownership of customer issues through resolution. Preferred Qualifications: Previous experience working in a SaaS or software technical support environment. Familiarity with ticketing platforms, customer support tools, and case management systems. Basic understanding of technical concepts such as APIs, Single Sign-On (SSO), and Secure File Transfer Protocol (SFTP). Demonstrated ability to contribute to customer satisfaction, response-time performance, effective issue resolution, and continuous improvement initiatives. Benefits Compensation: Hourly pay ranging from $25 to $26.50 , depending on experience and qualifications. Annual Bonus: Opportunity to earn an annual performance bonus of 7.5%. Healthcare Coverage: Medical, dental, and vision insurance. Flexible Spending: Flexible Spending Accounts (FSA) to help manage eligible healthcare expenses. Paid Time Off: Paid time off, paid holidays, and floating holidays. Retirement Savings: 401(k) plan with company matching contributions and immediate vesting. Life Insurance: Company-funded life insurance coverage. Wellbeing Support: Employee Assistance Programs and mental health benefits at no additional cost. Remote Work: Fully remote opportunity within the United States. Professional Development: Opportunity to strengthen technical troubleshooting, SaaS product knowledge, and customer success skills within a growing technology organization. Inclusive Culture: A workplace that values diversity, collaboration, continuous learning, and professional growth.