Customer Support Technician

Responsibilities

• Respond to customer support requests through email, live chat, and phone channels while providing timely, professional, and empathetic assistance.
• Troubleshoot technical issues, guide customers through solutions, and maintain clear communication throughout the resolution process.
• Develop expert-level knowledge of the platform to confidently support users and resolve complex product questions.
• Identify, test, document, and escalate software issues to appropriate teams, including quality assurance when necessary.
• Support team efficiency by sharing knowledge, assisting colleagues, and contributing to improvements in support processes.
• Manage fluctuating ticket volumes while maintaining service quality and prioritizing customer needs effectively.
• Complete additional operational tasks during lower ticket periods, including reviewing service queues and supporting departmental initiatives.
• Maintain accurate records of customer interactions and follow established support procedures.
• Participate in a 24/7 support environment with assigned schedules designed to provide continuous customer coverage.

Requirements

• Previous experience delivering high-quality customer service, ideally within a technology, SaaS, or call center environment.
• Strong troubleshooting skills with the ability to analyze problems, identify solutions, and communicate technical information clearly.
• Able to manage multiple priorities while maintaining attention to detail and meeting service expectations.
• Experience working with both Microsoft and Mac operating systems.
• Familiarity with multiple web browsers and common web-based applications.
• Strong written and verbal communication skills with the ability to build positive customer relationships.
• Excellent teamwork and collaboration skills with a willingness to support colleagues.
• Able to type 40+ words per minute.
• Ability to learn new software platforms and become a subject matter expert.
• Able to work independently while maintaining accountability and delivering consistent results.

Benefits

• Competitive hourly compensation of $24.50 per hour.
• Fully remote work opportunity within the United States.
• Comprehensive medical insurance options through United Healthcare.
• Dental and vision insurance coverage with employer contributions.
• Company-paid basic life and AD&D insurance, with additional voluntary coverage options available.
• Voluntary short-term disability, long-term disability, accident, hospital indemnity, and critical illness insurance options.
• Flexible Spending Account (FSA) and Health Savings Account (HSA) options, including employer HSA contributions.
• 401(k) retirement plan with company matching contributions.
• Employee Stock Purchase Plan with company contribution matching.
• Paid Time Off program providing 120 hours annually for new hires.
• 16 paid holidays, including company-observed and floating holidays.
• Paid parental leave and bereavement leave benefits.
• Employee discounts, educational benefits, pet insurance support, and wellness perks.
• Employee referral bonuses and company appreciation events.
• Access to on-demand pay options and additional employee resources.

Schedule

Working in a fast-paced environment, you will have the opportunity to directly impact customer satisfaction and contribute to continuous product improvement.

Pay

Competitive hourly compensation of $24.50 per hour.