Customer Support Technician
Based in the United StatesFull-Time
Salary24.5 USD per hour
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Job Details
- Required Skills
- TroubleshootingData entryTechnical supportCRMCustomer supportSaaS
Requirements
- Previous experience delivering high-quality customer service, ideally within a technology, SaaS, or call center environment.
- Strong troubleshooting skills with the ability to analyze problems, identify solutions, and communicate technical information clearly.
- Ability to manage multiple priorities while maintaining attention to detail and meeting service expectations.
- Experience working with both Microsoft and Mac operating systems.
- Familiarity with multiple web browsers and common web-based applications.
- Strong written and verbal communication skills with the ability to build positive customer relationships.
- Excellent teamwork and collaboration skills with a willingness to support colleagues.
- Ability to type 40+ words per minute.
- Comfortable learning new software platforms and becoming a subject matter expert.
- Ability to work independently while maintaining accountability and delivering consistent results.
Responsibilities
- Respond to customer support requests through email, live chat, and phone channels while providing timely, professional, and empathetic assistance.
- Troubleshoot technical issues, guide customers through solutions, and maintain clear communication throughout the resolution process.
- Develop expert-level knowledge of the platform to confidently support users and resolve complex product questions.
- Identify, test, document, and escalate software issues to appropriate teams, including quality assurance when necessary.
- Support team efficiency by sharing knowledge, assisting colleagues, and contributing to improvements in support processes.
- Manage fluctuating ticket volumes while maintaining service quality and prioritizing customer needs effectively.
- Complete additional operational tasks during lower ticket periods, including reviewing service queues and supporting departmental initiatives.
- Maintain accurate records of customer interactions and follow established support procedures.
- Participate in a 24/7 support environment with assigned schedules designed to provide continuous customer coverage.
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