Technical Product Support Specialist
New
S
SecurlyEdTech
Remote (U.S. Only), 8:00am–5:00pm MST or CSTFull-TimeMiddle
Salary24 - 26.44 USD per hour
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Job Details
- Experience
- One or more years in a comparable environment
- Required Skills
- NetworkingTroubleshootingTechnical supportSaaS
Requirements
- One or more years of experience in a customer-facing technical support or IT support role.
- Proficiency with software products and foundational networking concepts (Wi-Fi and IP fundamentals).
- Experience supporting Windows, macOS, and ChromeOS environments.
- Ability to learn new tools, platforms, and workflows in a fast-changing environment.
- Strong communication skills for guiding non-technical users.
- Experience in K–12 education, EdTech, or SaaS is strongly preferred.
- Ability to work independently and maintain ownership of issues.
- Coursework or degree in Computer Science, IT, or Networking is beneficial.
- Industry certifications (e.g., CompTIA A+, Network+, ITIL) are valued but not mandatory.
Responsibilities
- Serve as the first point of contact via phone, chat, email, and web-based support requests.
- Troubleshoot and resolve common customer, technical, and product issues using internal tools and testing environments.
- Guide non-technical users through technical steps with clarity, patience, and confidence.
- Maintain ownership of issues from intake through final resolution, ensuring consistent communication.
- Actively manage the inbound queue throughout your shift while meeting SLA and quality expectations.
- Escalate issues within SLA using complete, decision-ready documentation.
- Maintain clear, accurate ticket notes detailing symptoms, investigative steps, and outcomes.
- Partner with Product, Engineering, DevOps, and Customer Success to resolve issues and improve support experiences.
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