Tech Support Specialist - Remote

Overview

As a Tech Support Specialist at Fresh Prints, you will be the first point of contact for resolving technical issues related to our internal systems, websites, and customer-facing platforms. You will play a critical role in diagnosing, troubleshooting, and ensuring the smooth functioning of our digital products.

In Short

• Provide timely and accurate technical support to Fresh Prints internal teams and external users.
• Diagnose and troubleshoot software issues.
• Respond to queries via email, chat, or phone, ensuring high customer satisfaction.
• Guide customers and team members through step-by-step solutions for resolving issues.
• Escalate unresolved issues to the appropriate engineering or product development teams.
• Document technical issues, processes, and solutions in an organized and accessible format.
• Assist in creating user-friendly documentation, FAQs, and guides for common issues.
• Collaborate with IT and product teams to identify and fix recurring issues.
• Help ensure that all tech-related services function smoothly.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent experience.
• 1-2 years of experience in a technical support role or related position.
• Strong knowledge of troubleshooting methodologies and common IT issues.
• Familiarity with Fresh Prints tech stack (knowledge of Angular, Node.js, MySQL, AWS, and React is a plus).
• Excellent problem-solving skills and attention to detail.
• Outstanding verbal and written communication skills.
• Ability to work in a fast-paced, startup environment and handle multiple priorities.
• Experience using helpdesk software (e.g., Freshdesk) is preferred.
• Familiarity with Agile methodologies is a plus.

Benefits

• Competitive salary.
• Health insurance.
• The opportunity to learn a lot rapidly.
• Working with a talented and engaged team dedicated to building a business together.