Technical Support Specialist

Posted 1 day agoViewed

View full description

💎 Seniority level: Junior, 2+ years

📍 Location: United States, GMT

🔍 Industry: Hospitality

🏢 Company: Duetto Research

🗣️ Languages: English

⏳ Experience: 2+ years

🪄 Skills: SQLData AnalysisAPI testingCommunication SkillsProblem SolvingCustomer serviceAdaptabilityTroubleshootingJSONData entryTechnical supportScriptingCustomer supportEnglish communication

Requirements:

2+ years of experience in the hospitality industry or hospitality technology space.
Prior experience in technical support, including familiarity with ticketing/case management systems, data analysis, and troubleshooting integrations.
Comfortable using tools like Excel, XML, or APIs to investigate data-related issues.
Able to quickly learn new systems, adapt to evolving product features, and address unique customer scenarios.
Excellent written and verbal communication skills. Fluency in English is required, and proficiency in an additional language is preferred.
Able to work effectively in a fully remote environment, leveraging collaboration tools (e.g., Slack, Google Meet) to stay connected and maintain productivity.
Demonstrated ability to share knowledge and best practices, contributing to a supportive team culture.
Proven ability to handle changing priorities, adapt to new challenges, and remain calm under pressure.
Strong critical thinking skills to diagnose issues, identify root causes, and develop creative solutions.

Responsibilities:

Self-assign cases within your skill set while continually taking on more complex issues to grow your expertise.
Investigate and resolve a wide range of technical inquiries, from data discrepancies and integrations to user interface guidance.
Manage approximately 125 cases per month across the full suite of Duetto products, ensuring timely and accurate solutions.
Resolve cases by leveraging or creating a knowledge article to expand our Resource Hub.
Author at least two new articles per month to enhance our knowledge base and enable self-service.
Engage in Swarming sessions where Specialists collectively troubleshoot complex or unfamiliar issues.
Ask for help when needed and offer your expertise to teammates, fostering a supportive, solution-oriented environment.
Recognize when customer-reported issues stem from software defects.
Accurately document and escalate these findings to the R&D team, ensuring prompt attention and resolution.
Communicate clearly, empathetically, and professionally throughout the case lifecycle.
Provide guidance that is easy for customers to understand, regardless of their technical background.

Apply

Related Jobs

Apply

🔥 Technical Support Specialist

Posted about 18 hours ago

📍 Worldwide

🔍 Software

🔧 Requirements

2+ years of experience in a technical support role at a software company
Strong troubleshooting skills with the ability to diagnose complex technical issues
Familiarity with software development processes and technologies (e.g., APIs, databases, querying DBs via SQL) and familiarity with log and error monitoring
Excellent verbal and written communication skills, with the ability to convey technical information to non-technical users
Strong problem-solving abilities and a customer-oriented mindset
Experience with ticketing systems and support tools (e.g., Intercom, Zendesk, Linear, JIRA) is a plus
Experience with different HR systems, ATSs, and multi-product suites is preferred

💡 Responsibilities

Respond to customer inquiries in Intercom ticketing system in a timely and professional manner, and provide work arounds or alternate solutions while issues are being investigated
Diagnose and troubleshoot software issues, providing effective solutions or escalating as necessary by generating well informed and documented tickets in Linear
Investigate problems using data logs, on platform and API testing, using Fullstory to view user sessions, backend settings, and engaging with our integration partners
Collaborate with engineering, support engineering, and product teams to identify and resolve technical problems
Create RCA (Root Cause Analysis) documentation for some incidents when necessary
Create and maintain technical documentation, including FAQs, user playbooks, and troubleshooting tips
Assist in the onboarding process for new team members, providing training and support as needed
Gather customer feedback and insights to help improve product features and support processes
Participate in team meetings to discuss ongoing issues, share knowledge, and enhance overall support quality
Fountain is a multi-product suite, so it’s pertinent to the success of the team to stay up-to-date with product updates, new features, and industry trends to provide informed support
Establish baseline performance metrics related to service level agreements (response rates and resolution times) and key performance indicators like ticket volume addressed, first touch resolutions, and CSAT

SQLAPI testingRESTful APIsTroubleshootingJSONDebugging

Posted about 18 hours ago

Apply

🔥 Technical Support Specialist @ Help Scout

Posted 2 days ago

📍 United States, Canada

🧭 Full-Time

💸 81000.0 - 87000.0 USD per year

🔍 Software Development

🏢 Company: Help Scout

🔧 Requirements

Experience working in Support or Success.
Fluent in written English.
Patient, an active listener, and naturally curious with a strong desire to learn.

💡 Responsibilities

Help potential and current customers via email.
Help out in Beacon chat.
Hop on impromptu calls with customers when needed.
Troubleshoot potential bugs.
Document feature requests.
Collaborate with the rest of the team to help elevate the voice of the customer at Help Scout.

Communication SkillsProblem SolvingCustomer serviceEmpathyTroubleshootingWritingActive listeningTechnical supportCustomer supportEnglish communication

Posted 2 days ago

Apply

🔥 Technical Support Specialist

Posted 17 days ago

📍 United States

💸 85000.0 - 105000.0 USD per year

🔍 Electrical Infrastructure

🏢 Company: OmniOn Power👥 1001-5000 Wireless Telecommunications Manufacturing Network Hardware

🔧 Requirements

High School Graduate with five years of experience in telecommunications environment in an installation, operations, or engineering role
Experience with and knowledge of DC Power
Required to participate in after-hours weekly on-call rotation phone support

💡 Responsibilities

Ensure the resolution of customer technical support issues coordinating with Sales, Operations, Quality, Logistics and other internal and/or external teams as needed.
Coordinates with various business units to provide for customer parts repair, replacement, and analysis of failed parts as required.
Provide documentation on OmniOn Power products and services to internal and external customers.
Recommends appropriate solutions for customer requests, and coordinates with related teams to ensure complete handling of the request (e.g. production capability with service coordinator, scheduling with project manager, quotes, price lists).
Proactively informs customers about issue status based on inputs and clarifies any questions.
Ensures a positive customer experience throughout the entire process.
Prepares and analyzes regular statistics with the technical support manager using available tools and relevant information collected.
Tracks target performance with technical support manager and provides results to management.

SalesforceCommunication SkillsRESTful APIsWritten communicationTroubleshootingTechnical supportCustomer support

Posted 17 days ago

Apply

🔥 Technical Support Specialist

Posted 26 days ago

📍 United States

🧭 Full-Time

💸 65000.0 - 80000.0 USD per year

🔍 SaaS

🏢 Company: Prokeep👥 51-100💰 $25,000,000 Series A 7 months agoB2B Information Technology Software

🔧 Requirements

2+ years of technical support experience in a SaaS environment identifying, troubleshooting, escalating, and resolving technical software issues.
Knowledge of Microsoft technologies, including Active Directory, Azure, and Exchange.
A strong understanding of concepts such as vLookups/xLookups, writing formulas in Excel, relational databases, and REST APIs.
Deep understanding of API-based integrations and practical experience setting them up.
Comfort with reading system logs in tools like PaperTrail or CloudWatch.
Experience with ticket management tools such as HubSpot or Zendesk.
Strong communication skills, both written and verbal, with the ability to translate complex topics into customer-friendly explanations.
Highly analytical and resourceful problem-solver who thrives in a collaborative, fast-paced environment.
Customer-first mindset with a commitment to delivering high-value support experiences.
Self-motivated with a strong sense of ownership, urgency, and execution.

💡 Responsibilities

Provide expert troubleshooting and guidance on technical issues across multiple channels (email, phone, remote desktop, and chat).
Deliver a world-class customer experience by actively listening to concerns, empathizing with customers, and resolving issues in a timely and effective manner.
Configure, troubleshoot, and resolve customer inquiries and technical issues related to software functionality, configurations, Single-Sign-On (SSO), and ERP/CRM integrations.
For complex issues, escalate to Engineering and Product teams or other relevant stakeholders, ensuring a smooth handoff and swift resolution for the customer.
Accurately document all customer interactions and technical issues in HubSpot, and track trends to help identify opportunities for process and product improvements.
Contribute to the continuous growth of Prokeep’s knowledge base by creating and updating helpful resources based on customer interactions.
Stay ahead of new features and product updates. Educate customers on best practices and help them leverage Prokeep to optimize their workflows and business processes.
Availability for occasional after-hours coverage, including evenings or weekends.

Excel VBAMicrosoft Active DirectoryMicrosoft AzureMicrosoft ExchangeAPI testingRDBMSCommunication SkillsProblem SolvingCustomer serviceWritten communicationTroubleshootingActive listeningJSONTechnical supportCRMCustomer supportSaaS

Posted 26 days ago

Apply

🔥 Technical Support Specialist

Posted about 1 month ago

📍 USA

🧭 Full-Time

💸 39920.0 - 46100.0 USD per year

🔍 Process Server

🏢 Company: ABC Legal Services👥 501-1000 Risk Management Legal

🔧 Requirements

2+ years of customer support or call center experience (phone and email-based support)
Experience demonstrating and explaining software to users
Strong written and verbal communication skills
Technology driven; proficiency with Microsoft Outlook, Excel, Word, and PDF tools
Familiarity with both Windows OS and mobile apps (iOS and Android)
Typing speed of at least 55 WPM
Ability to investigate issues, transcribe detailed information, and implement clear solutions
Patience, professionalism, and a customer-first mindset in often high-pressure situations
Ability to work independently, prioritize tasks, and follow through

💡 Responsibilities

Respond to customer support tickets by phone, email, and Zoom—answering questions and resolving software and service issues
Assist customers with navigating, understanding, and using our software tools (PST Desktop, WebPST, PST Mobile)
Conduct training sessions via Zoom for new clients, guiding them through system setup and feature use
Log customer interactions, requests, and issues using internal admin tools and Asana
Test pre-release versions of software and report bugs or usability feedback to the development team

Mobile testingMicrosoft ExcelProblem SolvingCustomer serviceWritten communicationVerbal communicationTroubleshootingTechnical supportCustomer supportCustomer Success

Posted about 1 month ago

Apply

🔥 Technical Support Specialist Level 1 - (Remote US or Canada)

Posted about 1 month ago

📍 United States, Canada

🧭 Full-Time

💸 60000.0 - 80000.0 USD per year

🔍 SaaS

🏢 Company: Jobgether👥 11-50💰 $1,493,585 Seed over 2 years agoInternet

🔧 Requirements

Strong written and verbal communication skills
Highly organized and able to manage multiple priorities with attention to detail
Demonstrated interest in cloud technologies, SaaS, or enterprise platforms
Self-motivated and comfortable working independently in a remote environment
Located in the U.S. or Canada, preferably in the Eastern Time Zone
Eagerness to learn and grow within a fast-paced, technology-driven environment

💡 Responsibilities

Coordinate cloud software updates, system maintenance, and patch deployments
Communicate clearly with customers regarding maintenance schedules and product improvements
Track and manage project timelines using tools like JIRA
Support internal teams in aligning deliverables and schedules across departments
Assist in process documentation and internal coordination tasks
Participate in structured training to gain product and technical expertise
Collaborate with project managers on customer-related planning and execution

Cloud ComputingProject CoordinationJiraCommunication SkillsProblem SolvingAttention to detailOrganizational skillsWritten communicationTeamworkTroubleshootingActive listeningTechnical supportCustomer supportCustomer SuccessSaaS

Posted about 1 month ago

Apply

🔥 Technical Support Specialist

Posted about 1 month ago

📍 US

💸 65000.0 - 95300.0 USD per year

🔍 B2B tech

🏢 Company: Airtable👥 501-1000💰 Secondary Market almost 3 years ago🫂 Last layoff over 1 year agoDatabase Developer Tools SaaS Software

🔧 Requirements

Experience with Airtable, whether personally or professionally, and you’re excited about helping others discover how it can transform their business.
You’ve worked in an enterprise-focused technical support role, especially within a B2B tech environment, where you've made a meaningful impact on customer success.
You excel in both written and verbal communication, and you know how to tailor your message to a wide variety of audiences.
You enjoy solving complex problems, leveraging your strong analytical skills and technical aptitude to navigate challenges and find creative solutions.
You're naturally curious, and you thrive in environments where you’re expected to dive deep into technical issues and continuously learn.
You have a strong, self-driven desire to exceed expectations and continuously improve your performance.
You have experience with tools like Salesforce, Confluence, G Suite, and enterprise-level technology. A solid understanding of concepts such as relational databases, REST APIs, and writing formulas is a plus.

💡 Responsibilities

Provide expert troubleshooting and guidance on technical issues across multiple channels (email, video calls).
Deliver a world-class customer experience by actively listening to concerns, empathizing with customers, and resolving issues in a timely and effective manner. Use your communication skills to relay valuable feedback to product and engineering teams to improve our platform and support processes.
For complex issues, you’ll know when to escalate to senior technical teams or other relevant stakeholders, ensuring a smooth transition and swift resolution for the customer.
Accurately document all customer interactions and technical issues in Salesforce, and track trends to help identify opportunities for process and product improvements.
Contribute to the continuous growth of Airtable’s knowledge base by creating and updating helpful resources based on customer interactions.
Stay ahead of new features and product updates. You'll educate customers on best practices and help them leverage Airtable to optimize their workflows and business processes.

SalesforceREST APICommunication SkillsAnalytical SkillsProblem SolvingCustomer serviceDocumentationTroubleshootingWritingActive listeningTechnical supportCustomer support

Posted about 1 month ago

Apply

🔥 Application & Technical Support Specialist - Decision Support

Posted 5 months ago

📍 United States

🔍 Healthcare

🏢 Company: Strata Decision Technology👥 251-500 Accounting Business Intelligence Financial Services SaaS Finance Hospital Analytics Advice Software

🔧 Requirements

2+ years of product experience OR relevant work with Healthcare products in technical support, development, or a consultancy environment.
Proficient knowledge of Microsoft technologies (Office 365).
Experience in technical issue resolution and escalation procedures.
Proven experience in managing multiple projects with multiple priorities.
Proficient with SQL scripts to perform troubleshooting.
Experience with Financial/Decision Support applications, StrataJazz, Axiom, or EPSi is preferred.
Experience with a case management tool, Salesforce is preferred.
Proficiency with Tableau or similar data visualization tools is preferred.

💡 Responsibilities

Troubleshoot and resolve moderately complex technical issues independently.
Conduct detailed analysis to identify root causes of technical problems.
Effectively prioritize and manage cases according to SOP guidelines.
Oversee individual backlog and team unassigned cases to maintain workflow efficiency.
Develop and implement solutions to prevent recurring issues.
Escalate complex issues to higher-level support when necessary.
Update and maintain customer records accurately.
Document all interactions and transactions with customers in the system.
Independently develop and deliver training sessions for customers and internal teams.
Collaborate with cross-functional teams and stakeholders to enhance product support.
Ensure the secure handling of PHI data in compliance with HIPAA regulations.
Provide guidance to junior support staff.

SQLSalesforceTableauTroubleshootingTechnical support

Posted 5 months ago

Apply

🔥 Technical Support Specialist (based in LATAM)

Posted 7 months ago

📍 United States, Canada

🧭 Full-Time

🔍 Tech or SaaS

🔧 Requirements

Fluent in English (C1 or native), written and spoken.
Experience in customer support in tech or SaaS environments, ideally through live chat, with a track record of delivering exceptional, customer-focused solutions.
Exceptional communication skills.
Understanding of web hosting fundamental concepts (domains, DNS, emails, control panels and website troubleshooting).

💡 Responsibilities

Provide expert support on Hostinger products, troubleshoot technical challenges via live chat and tickets that exceed customer expectations.
Simplify technical issues of varying complexity into actionable steps that customers of all expertise levels can follow.
Contribute to different teams or projects that enhance the customer experience based on evolving customer and organizational needs.
Enhance the Kodee AI Assistant to deliver smarter, more intuitive support that improves the customer experience.
Keep updated on Hostinger product updates, services, features, and the latest web hosting technologies to assist customers effectively.
Proactively identify and implement improvements to your work, team and department.

TroubleshootingTechnical supportWordPressCustomer supportSaaS

Posted 7 months ago

Apply

🔥 Remote Technical Support Specialist - Entry Level, No Degree Required

Posted 8 months ago

📍 Houston, Texas, San Antonio, Texas, Phoenix, Arizona, Philadelphia, Pennsylvania, Dallas, Texas

💸 $15 - $18 per hour

🔍 Technical Support

🏢 Company: NoGigiddy

🔧 Requirements

No degree required
No prior experience needed; we will provide comprehensive training
Strong technical aptitude and problem-solving abilities
Excellent written and verbal communication skills
Ability to work independently and as part of a team
Reliable internet connection and a quiet workspace
Positive attitude and a willingness to learn

💡 Responsibilities

Respond to technical inquiries via chat, email, and phone in a timely and professional manner
Diagnose and troubleshoot software and hardware issues
Provide step-by-step guidance to users to resolve technical problems
Assist users with navigating our platform and utilizing its features effectively
Maintain a high level of customer satisfaction through excellent communication and problem-solving skills
Collaborate with team members to continuously improve support processes and user experience
Document and escalate complex technical issues to the appropriate departments when necessary
Participate in training sessions to stay updated on product knowledge and technical support best practices

Communication SkillsAnalytical SkillsCollaborationWritten communicationVerbal communication

Posted 8 months ago

Apply