Technical Support Specialist - Remote

Overview

The Technical Support Specialist plays a key role in delivering a seamless support experience by providing tier 2 troubleshooting and issue resolution for clients and applicants. This role focuses on diagnosing technical challenges, improving support processes, and enhancing the efficiency of Certn’s support operations.

In Short

• Resolve complex product or service issues escalated from client-facing teams.
• Stay current on product updates, training, and technical knowledge.
• Investigate issues using internal tools to identify root causes.
• Ensure accurate internal tagging and documentation to highlight support trends.
• Communicate and escalate emerging issues to Engineering and Product teams.
• Provide feedback on tickets that could have been handled at Tier 1.
• Monitor Slack channels for unanswered technical support questions.
• Handle frontline support via live chat, callbacks, and email.
• Act as a point of contact for troubleshooting support tools.
• Identify opportunities for process improvements and document processes.

Requirements

• Exceptional written and verbal business English.
• Minimum of 2 years of experience in technical support or customer service.
• Hands-on experience with CRMs and ticketing tools.
• Strong technical troubleshooting skills.
• Proven problem-solving ability.
• Excellent time management skills.
• Collaborative mindset with cross-functional teams.
• Detail-oriented with accurate documentation skills.
• Adaptable and quick to learn new tools and technologies.
• Passionate about delivering exceptional customer experiences.

Benefits

• 10 days of vacation & additional wellness time off.
• Remote-friendly setup and work-from-home stipend.
• Health & Dental benefits.
• Professional development budget.
• Opportunity to drive real impact in the Support Team.