About the Opportunity
The hiring organization is seeking a full-time Support Specialist located in the United States to serve as a primary contact for customers and provide direct technical support to end users. Working in a remote environment, the Support Specialist interacts directly with clients and internal team members to diagnose, troubleshoot, and resolve issues across multiple communication channels, including inbound phone calls, emails, and web chat.
Key Responsibilities
- Deliver customer-focused technical support to assist clients with issues encountered when using software and communication products.
- Communicate with customers via phone, email, and chat to perform initial triage and evaluate the required tier of support.
- Troubleshoot, diagnose, and resolve technical issues, ensuring thorough documentation and follow-through on all tickets through to final resolution.
- Answer inbound phone calls, emails, and chat messages to resolve technical inquiries and help customers navigate and utilize products.
- Escalate unresolved issues to advanced technical support tiers, development teams, or support leadership as necessary.
- Prioritize, manage, and close support tickets in accordance with customer requirements and established procedures.
- Maintain timely, proactive communication with customers and internal teams regarding ticket progress and status updates.
- Assist new and existing customers with service setup and account maintenance, including generating new phone numbers and user logins.
- Proactively engage new customers to verify that products and services are functioning properly.
- Address and complete cross-functional support requests from onboarding, client services, and sales teams.
Required Qualifications
- High school diploma.
- 1 to 3 years of customer or technical support experience within a technology company, with a proven record of delivering exceptional customer support.
- Demonstrated ability to diagnose, troubleshoot, and resolve foundational technical support issues, with the judgment to escalate issues when appropriate.
- Strong computer proficiency, including the ability to learn, navigate, and master multiple applications and programs.
- Intermediate to advanced proficiency with Microsoft Office applications, including Outlook, Word, Excel, and PowerPoint.
- Strong analytical and active listening skills, with the ability to ask targeted questions, evaluate information, and determine effective resolutions.
- Excellent verbal and written communication skills, including the ability to translate complex technical concepts into clear instructions for non-technical users.
- Strong organizational skills with the ability to manage multiple projects, balance priorities, and anticipate client needs.
- High attention to detail and the ability to multitask in an evolving, fast-paced setting.
- Ability to work independently and collaboratively as a self-managed professional in a distraction-free remote home office environment.
- Flexibility to work during non-traditional business hours, including nights, weekends, and holidays, as needed.
Preferred Qualifications
- Bachelor’s degree or an equivalent combination of education and professional experience.
- Prior technical support experience within the Software-as-a-Service (SaaS) industry.
- CompTIA A+ certification, CompTIA Network+ certification, or both.
- Prior experience utilizing customer relationship management (CRM) software.
Compensation and Benefits
- Competitive compensation.
- Comprehensive benefits package.
- Professional development and career growth opportunities.
