Technical Support Specialist

1. About Our Client:

The organization operates in the software industry, serving businesses in the decorated apparel, signage, and promotional products sectors. It provides a platform designed to help these businesses streamline their operations and improve productivity. By addressing common technical challenges and facilitating efficient platform use, the company supports its clients in maximizing their success and growth.

2. About the Opportunity:

The Technical Support Specialist ensures customers receive timely and effective solutions during technical challenges. This role is responsible for managing customer support interactions, resolving platform issues, and guiding users to fully utilize the software. The position plays a key role in maintaining customer satisfaction and contributes to continuous product improvement by identifying recurring issues and collaborating across teams.

3. Responsibilities:

• Respond to inbound support requests via email and phone, diagnosing and resolving technical issues promptly

• Manage tickets in Zendesk, overseeing the customer experience from start to finish

• Collaborate with team members, sharing knowledge and supporting a culture of accountability

• Independently seek solutions before escalating issues

• Assist customers with platform features, configurations, and integrations

• Investigate and document bugs, escalating complex issues with clear reproduction steps

• Maintain detailed troubleshooting notes to ensure efficient workflow

• Identify patterns in support tickets to flag recurring issues and support product improvements

• Develop and update help center documentation, FAQs, and internal knowledge base articles

• Work cross-functionally with Customer Success, Sales, and Product teams to advocate for customer needs

4. Requirements:

• Bachelor's degree or equivalent experience in a technical or customer-facing role

• Minimum 1 year of experience in technical support, SaaS support, or a related field

• Strong troubleshooting and analytical skills to simplify complex problems

• Excellent verbal and written communication skills

• Proficiency with Zendesk or similar ticketing systems preferred

• Comfortable working with web-based platforms

5. Pay Range and Compensation Package:

• The pay range and compensation package for this role will be determined based on the candidate’s experience, skills, and other relevant factors.

6. Benefits & Perks:

• Competitive benefits

• Unlimited PTO

• Remote work available for U.S.-based candidates

• 401(k) with employer match

• Paid parental leave

• In-office benefits for local Dallas, TX employees including catered lunches, casual office atmosphere in the Design District, and a fully stocked kitchen

Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.

Note:

RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.

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