Technical Customer Support Specialist
About The Position
Sky Castle Studios is seeking a detail-oriented and tech-savvy Technical Customer Support Specialist to join the Hero Forge team. In this role, you will be responsible for providing high-quality, email-based support to our users. You will need to troubleshoot and investigate user-reported issues, reproduce bugs, and document clear, detailed steps for internal teams. This position is ideal for someone who enjoys troubleshooting, investigating how systems work, and helping people solve technical problems. While specific tools and workflows will be taught, you must be comfortable working with technology. You will serve as an important bridge between our customers and our internal teams, helping ensure that issues are clearly understood, properly documented, and resolved efficiently while maintaining an excellent customer experience.
Requirements
- Tech-savvy and comfortable troubleshooting.
- Strong analytical thinking and attention to detail.
- Ability to independently investigate and problem-solve technical issues.
- Organized and able to manage multiple priorities.
- A knack for identifying issues and thinking critically about root causes.
- Excellent written communication skills.
- A strong sense of customer empathy and user experience.
- Ability to collaborate effectively with cross-functional teams.
Nice To Haves
- Prior experience in technical customer support or a similar troubleshooting-focused role
- Experience writing detailed bug reports and issue documentation.
- Experience using Zendesk or similar ticketing systems.
- An understanding of website design / JavaScript.
- A love of tabletop RPGs!
Responsibilities
- Respond to customer inquiries via email (Zendesk) with clarity and professionalism.
- Provide in-depth troubleshooting for medium-volume and more complex tickets.
- Investigate and diagnose user-reported issues independently.
- Reproduce bugs and document clear, detailed findings for internal teams.
- Translate technical issues into clear, understandable explanations.
- Communicate issues and escalate to the appropriate internal team members when necessary.
- Identify and document recurring issues or trends.
- Assist in verifying fixes and confirming issue resolution when needed.
- Ensure every interaction reflects our strong commitment to customer care and positive user experience.
Benefits
- flexible hours
- comprehensive medical, dental, and vision insurance
- 401(k) matching
- two company-wide one-week breaks each year on top of PTO and holidays
- home office equipment reimbursement
- education and professional development reimbursement
- free Hero Forge minis
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
