Technical Support Specialist
New
E
EmployTalent Acquisition
Remote, USA, 9:00 AM–6:00 PM ETFull-TimeEntry
Salary$41,600 - $52,000 per year (USD base salary)
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Job Details
- Experience
- 1+ year
- Required Skills
- Microsoft Office SuiteSaaSTechnical support
Requirements
- 1+ year of proven experience in a SaaS or similar organization providing technical support with a strong focus on customer satisfaction.
- Experience troubleshooting API errors, integration bugs, and other complex technical issues.
- Ability to quickly learn platforms and effectively troubleshoot customer problems.
- Exceptional verbal and written communication skills with a friendly and professional demeanor.
- Strong problem-solving skills and the ability to think critically.
- Customer-focused attitude with a genuine desire to help and assist others.
- Ability to work independently, manage multiple priorities, and thrive in a fast-paced environment.
- Proficiency in using CRM systems, Microsoft Office Suite, and technical troubleshooting concepts.
- Availability to work 9:00 AM – 6:00 PM EST.
Responsibilities
- Respond promptly and professionally to customer inquiries via email and chat support channels.
- Assist customers with troubleshooting technical issues and provide guidance on resolving problems effectively.
- Strive to exceed customer expectations by delivering personalized, attentive, and empathetic service.
- Develop a deep understanding of our products, services, and policies to effectively assist customers and answer their questions.
- Maintain detailed and accurate records of customer interactions, including inquiries, complaints, and resolutions, in the company's CRM system.
- Ensure compliance with standard operating procedures, methodologies, and techniques.
- Follow up with customers to ensure that their issues are fully resolved and that they are satisfied with the outcome.
- Educate customers on how to use products or services effectively, including providing demonstrations and introducing customers to training materials & resources as needed.
- Stay informed about product updates, new features, and industry trends to provide up-to-date information to customers.
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