Technical Writer - Remote

Overview

We are seeking a driven and technical individual to join our Customer Care team! In this role, you will be the first line of defense for our valued customers, providing exceptional technical support for the Appspace platform.

In Short

• Provide first-line technical support to Appspace customers via phone, email, chat, and remote sessions.
• Actively listen to customer concerns, effectively diagnose issues, and deliver clear and timely resolutions.
• Conduct thorough root cause analysis to identify and address underlying technical problems.
• Document technical interactions, solutions, and escalations for future reference and knowledge sharing.
• Collaborate with internal teams (Engineering, Product) to ensure seamless issue resolution and product improvement.
• Maintain a deep understanding of the Appspace platform, its features, and functionalities.
• Stay up-to-date on the latest technical trends and advancements relevant to Appspace.

Requirements

• Minimum 1-2 years of experience in a technical support role or related field.
• Strong understanding of networking concepts, including TCP/IP, firewalls, and ports.
• Experience troubleshooting software applications, preferably in a SaaS environment.
• Excellent communication and interpersonal skills, with the ability to build trust and rapport with customers.
• A passion for customer service and a commitment to exceeding expectations.
• Proficiency in technical documentation and knowledge base creation.
• Ability to work independently, prioritize tasks effectively, and meet deadlines.
• Strong analytical and problem-solving skills.
• Experience with ticketing systems (e.g., Salesforce) is a plus.

Benefits

• 20 Days PTO
• Flexible work schedules
• Remote work opportunities
• Paid company holidays
• Appspace Quiet Fridays (No non-essential internal meetings scheduled)
• A casual dress work environment