Tech Support Specialist - Remote

Overview

Platform Science is seeking a Tech Support Specialist to join our Customer Success team, assisting customers with technical issues related to our products and services.

In Short

• Diagnose and troubleshoot technical issues, including heavy android application support
• Track calls to resolution within agreed time limits
• Guide customers through a series of actions via phone, email, or chat
• Escalate unresolved issues to appropriate internal teams
• Provide feedback to customers and log cases in Salesforce
• Document technical knowledge in Knowledge Base articles
• Maintain professional relationships with clients
• Analyze and report product malfunctions
• Update internal databases with technical issues
• Gather customer feedback and document using company tools

Requirements

• Proven work experience as a Technical Support Representative or similar
• Good understanding of computer systems and mobile devices
• Ability to diagnose and troubleshoot technical issues
• Familiarity with remote desktop applications and help desk software
• Excellent communication and problem-solving skills
• Ability to work well under pressure
• Flexibility to potentially work shift hours

Benefits

• Medical, dental, and vision insurance
• Short-term and long-term disability insurances
• AD&D and life insurance
• 401k plan
• Paid vacation, sick leave, and holidays
• Six weeks of paid parental leave