Remote Otter LogoRemoteOtter

Technical Support Specialist - Remote

Posted 2 weeks ago

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.

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