Technical Support Specialist - Remote

Overview

The Technical Support Specialist is essential to ensuring customer satisfaction and maintaining smooth software operations. This role acts as a crucial bridge between our product and development teams, and both internal and external users.

In Short

• Provide timely software support by responding to and diagnosing incoming support tickets.
• Utilize resources to identify, analyze, troubleshoot, and resolve issues.
• Communicate efficiently with customers, partners, and staff.
• Create detailed support tickets for unresolved issues.
• Build and maintain relationships with cross-functional teams.
• Document support issues and resolutions accurately.
• Maintain and update FAQs and user guides.
• Develop a knowledge base of resolutions for common issues.
• Work independently and collaboratively.
• Availability for shifts including weekends.

Requirements

• 1-3 years of proven experience in technical support.
• Experience in a customer-facing role.
• Knowledge of software applications and troubleshooting techniques.
• Ability to learn new technologies quickly.
• Competent in gathering details from customers.
• Ability to collaborate with different teams.
• Effective verbal and written communication skills in English.
• Familiarity with helpdesk software is a plus.
• Coding and programming skills are a plus.
• Undergraduate degree preferred but relevant experience is acceptable.

Benefits

• Diversity, equity, inclusion, and belonging commitment.
• Equal opportunity employer.
• Positive workplace environment.