Technical Support Specialist, HI

Rezdy • Honolulu, HI

1d

About The Position

This role is ideal for someone who thrives on helping customers solve problems and delivering a high-quality, hands-on support experience. Based in Hawaii, you’ll work closely with our local clients to provide timely, effective technical support, ensuring they can confidently use our platform day in and day out.
As a front-line member of our support team, you’ll deliver a white-glove experience from the moment an issue arises through to resolution. You’ll partner cross-functionally with Sales, Onboarding, and Account Management to ensure customer needs are understood and addressed quickly and thoughtfully. Whether responding to inquiries, troubleshooting issues, or providing on-the-ground assistance, you’ll play a critical role in building trust and keeping our customers running smoothly.
We’re looking for a proactive, detail-oriented problem solver who takes initiative and ownership. You’re a strong communicator, a natural helper, and someone who enjoys digging into technical challenges while keeping the customer experience front and center.

Requirements

• 1–3+ years of experience in a customer support or technical support role, ideally within a SaaS or tech environment.
• A strong customer-first mindset with a passion for delivering responsive, high-quality, white-glove support experiences.
• Clear and confident communication skills, with the ability to explain technical concepts in a simple, approachable way.
• A proactive, go-getter attitude with strong ownership—someone who takes initiative to troubleshoot, follow up, and see issues through to resolution.
• Solid problem-solving skills and comfort navigating technical systems, with the ability to quickly learn new tools and platforms.
• Based in Hawaii (or willing to relocate), with the ability to provide on-the-ground support and in-person assistance to local clients.

Responsibilities

• Serve as the first point of contact for customer support inquiries, delivering timely, thoughtful, and high-quality responses.
• Troubleshoot and resolve Tier 1 technical issues, guiding customers step-by-step to effective solutions.
• Provide on-the-ground, in-person support for Hawaii-based clients when needed, delivering a high-touch, white-glove experience.
• Collaborate with other teams to ensure customer issues are addressed holistically and proactively.
• Escalate complex issues to Tier 2 or Engineering with clear documentation and context.
• Maintain accurate records of customer interactions, issues, and resolutions to support continuous improvement.
• Identify recurring issues or trends and share insights to improve product performance and customer experience.
• Contribute to help center content and internal documentation to empower customers and streamline support.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 11-50 employees