Technical Customer Support
About The Position
The Technical Customer Support Representative serves as a primary point of contact for customers, providing assistance by phone, email, live chat, and ticketing platforms. The role resolves technical issues, answers product-related questions, and supports a positive customer experience for users of cloud-based software products. The position is based fully onsite in Green Bay, Wisconsin, and is offered as a contract role. The stated pay range is $19.00–$20.00 per hour. The representative guides customers through product features and workflows, supports account setup and configuration, troubleshoots software and login issues, and investigates data import problems. They document interactions and resolutions, manage cases through timely follow-up, and escalate complex issues to Tier 2 Support or other internal teams. The role also includes special projects and other responsibilities as assigned.
Requirements
- Experience in technical support, customer support, help desk, service desk, or a related role.
- Strong troubleshooting, analytical, and problem-solving skills.
- Excellent verbal and written communication abilities.
- Strong customer service skills and the ability to explain technical concepts to non-technical users.
- Experience using ticketing systems, CRM platforms, or case management tools.
- Ability to learn new software applications and technologies quickly.
- Strong organizational skills and attention to detail.
- Ability to manage multiple priorities in a fast-paced environment.
- Comfort supporting customers by phone, email, and live chat.
Nice To Haves
- Experience supporting cloud-based software applications or SaaS platforms.
- Experience using Salesforce or similar CRM/support platforms.
- Knowledge of user account management, authentication, and data import processes.
- Previous experience in a technical support, software support, or customer success environment.
Responsibilities
- Provide technical support for cloud-based software products through phone, email, live chat, and ticketing systems.
- Guide customers through product features, workflows, and best practices.
- Assist with new account setup, account configuration, password resets, and login-related issues.
- Troubleshoot software, system, and application-related issues.
- Install, uninstall, and configure software components as needed.
- Investigate data import issues and educate customers on corrective actions and best practices.
- Use internal tools, knowledge bases, and documentation to research and provide accurate solutions.
- Document customer interactions, troubleshooting activities, and resolutions in Salesforce and other support systems.
- Manage support cases, ensuring timely follow-up, clear communication, and successful resolution.
- Escalate complex issues to Tier 2 Support or other internal teams when appropriate.
- Maintain customer satisfaction through professional, timely, and effective support.
- Assist with special projects and additional responsibilities as assigned.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Critical illness, accident, and hospital coverage
- 401(k) retirement plan with pre-tax and Roth post-tax contributions
- Voluntary life and AD&D insurance for employees and dependents
- Short- and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time off/leave, including PTO, vacation, or sick leave; eligibility and availability may depend on job classification and length of employment
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What This Job Offers
Education Level
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