Technical Support / Client Support Representative - Remote

Overview

As a Technical Support / Client Support Representative, you will be a primary point of contact for our customers and end users, providing expert assistance with a focus on our online portal and related technical issues. You'll play a crucial role in ensuring a seamless and efficient user experience by diagnosing and resolving technical difficulties.

In Short

• Taking ownership of inbound support requests, specifically within our portal support channel.
• Troubleshooting issues and seeing them through to resolution in a timely manner.
• Escalating unresolved issues to the appropriate internal team or individual.
• Working with technical staff to troubleshoot and resolve advanced customer issues.
• Tracking trends to locate issues or pain points and reporting to our team to better define the user experience.
• Communicating with customers and team members via email & web conference software.
• Developing knowledge of internal systems with the goal of transitioning to the main support channel.
• Working within our support business hours which are Monday through Friday, 9am-5pm CST.

Requirements

• Technical support or call center support experience is required.
• Proven ability to diagnose and troubleshoot basic to advanced technical issues.
• Managing simultaneous projects for multiple customers.
• Track record of strong performance in a remote environment.
• Strong written and verbal communication skills.
• Aptitude for quickly learning new technology.
• Ability to multitask, sweat the details, and honor deadlines.
• A proactive approach to support.
• Adaptability and critical thinking.
• Familiarity with JSON is a plus.

Benefits

• Working with the best customers around.
• Working in a hybrid or remote environment.
• Fun, committed co-workers and team events to solidify relationships.
• Competitive base salary plus Medical, Dental, Vision, Life Insurance, 401k, and other perks.
• Flexible vacation time to promote healthy work-life balance.
• Experience and opportunity for growth in an exciting industry.