Technical Support Specialist

Employ

6d•$41,600 - $52,000•Remote

About The Position

We are hiring a Technical Support Specialist to provide exceptional support, troubleshoot technical issues, and deliver tailored solutions to end users. This role supports customers during Eastern Time business hours (9:00 AM–6:00 PM ET). Ideal candidates bring strong customer support and troubleshooting experience with a customer-first mindset. The Technical Support team is a collaborative, hard-working, customer-facing group responsible for delivering best-in-class support at the most critical moment — when customers go live and need help. As the first point of contact, the team sets the tone for the customer experience by resolving issues efficiently, communicating clearly, and building trust. Their work directly impacts customer satisfaction, adoption, and long-term success.

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 (Salesforce experience is a plus!), Microsoft Office Suite, and technical troubleshooting concepts.

Nice To Haves

Salesforce experience

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.