This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Support Technician based in the United States.
As a Customer Support Technician, you will play a key role in delivering exceptional technical and product support to users while helping them get the most value from a leading software platform. You will troubleshoot issues, resolve customer inquiries, and provide a seamless support experience across multiple communication channels. This remote role is ideal for someone who enjoys solving problems, learning technology quickly, and building strong customer relationships. You will collaborate with teammates to improve support operations while becoming a trusted expert on the platform. Working in a fast-paced environment, you will have the opportunity to directly impact customer satisfaction and contribute to continuous product improvement.
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Support Technician based in the United States.
As a Customer Support Technician, you will play a key role in delivering exceptional technical and product support to users while helping them get the most value from a leading software platform. You will troubleshoot issues, resolve customer inquiries, and provide a seamless support experience across multiple communication channels. This remote role is ideal for someone who enjoys solving problems, learning technology quickly, and building strong customer relationships. You will collaborate with teammates to improve support operations while becoming a trusted expert on the platform. Working in a fast-paced environment, you will have the opportunity to directly impact customer satisfaction and contribute to continuous product improvement.
Accountabilities
- 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.
- 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.
- Competitive hourly compensation of $24.50 per hour.
- Fully remote work opportunity within the United States.
- Comprehensive medical insurance options through United Healthcare.
- Dental and vision insurance coverage with employer contributions.
- Company-paid basic life and AD&D insurance, with additional voluntary coverage options available.
- Voluntary short-term disability, long-term disability, accident, hospital indemnity, and critical illness insurance options.
- Flexible Spending Account (FSA) and Health Savings Account (HSA) options, including employer HSA contributions.
- 401(k) retirement plan with company matching contributions.
- Employee Stock Purchase Plan with company contribution matching.
- Paid Time Off program providing 120 hours annually for new hires.
- 16 paid holidays, including company-observed and floating holidays.
- Paid parental leave and bereavement leave benefits.
- Employee discounts, educational benefits, pet insurance support, and wellness perks.
- Employee referral bonuses and company appreciation events.
- Access to on-demand pay options and additional employee resources.