Technical Support Specialist

Fullpath•Atlanta, GA

1d•$55,000 - $65,000•Remote

About The Position

This role is designed as a foundational step with opportunities to advancement to Tier 2, Team Lead, or specialized technical roles based on performance and interest. Beyond ticket resolution, you will be empowered to act as a crucial liaison between our customers and engineering, identifying trends and contributing directly to product improvements, knowledge base development, and operational initiatives. You'll gain invaluable experience with cutting-edge SaaS technologies at a high-growth startup. We are seeking a highly autonomous and experienced learner who thrives on tackling new challenges, proactively expanding their technical expertise, and consistently delivering a superior customer-centered experience within a fast-paced environment. This is a remote position that will work in EST and reports to the Director of Technical Support.

Requirements

At least 5 years of professional work experience with at least 1 year in troubleshooting for SaaS products and 1 year providing support to customers
Experience working with CRMs and modern SaaS tools (G Suite, Slack, Zendesk, etc.)
Service-oriented approach with strong client-focused skills, comfortable making calls to customers
Team player with collaborative work style
Excellent time and tasks management
Problem-solver mindset
Excellent English verbal and written communication skills
Legal authorization to work in the United States without the need for employer sponsorship now or in the future.
Ability to sit for extended periods and perform extensive computer work, both of which are key aspects of this role.
Ability to perform job duties from a home office, when applicable, utilizing necessary technology and maintaining productivity.
Regular, reliable attendance and punctuality are essential functions of the job to ensure consistent workflow and communication.

Nice To Haves

Experience working in the automotive industry
Experience in SEO/SEM (e.g., Google Adwords, Facebook ads, Bing ads)

Responsibilities

Providing high quality customer support to Fullpath’s customers
Demonstrating exemplary customer service skills via inbound/outbound phone, email, and internal chats
Troubleshooting, manage, and resolve technical issues tickets and be the point of communication between our clients, partners, and other internal supporting teams utilizing Zendesk
Collaborating with Tier 1 Lead and Tier 2 support to solve technical product issues while keeping in constant communication with the customer
Demonstrating a “can do” attitude to solve as many issues at your resolution level
Performing a variety of additional technical tasks on our customers’ accounts