Tech Support Specialist - Remote

Overview

Platform Science is looking for a qualified Tech Support Specialist to join our Customer Success team and assist our customers with technical issues associated with our products and services.

In Short

• Diagnose and troubleshoot technical issues, including heavy android application support
• Track calls to resolution, within agreed time limits
• Talk customers through a series of actions, either via phone, email or chat
• Properly escalate unresolved issues to appropriate internal teams
• Provide prompt and accurate feedback to customers
• Document technical knowledge in the form of Knowledge Base articles
• Maintain courteous and professional relationships with clients
• Analyze and report product malfunctions
• Update internal databases with information about 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 basic technical issues
• Familiarity with remote desktop applications and help desk software
• Ability to provide step-by-step technical help
• 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