Technical Customer Support Specialist

We are seeking a Technical Customer Support Specialist to join a growing support team. This role is ideal for someone who enjoys helping customers, solving technical issues, and learning new technologies.

You will serve as a primary point of contact for customers, assisting them via phone, email, and chat while troubleshooting software-related issues and ensuring a positive customer experience.

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  Respond to customer inquiries via phone, email, and chat.

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  Troubleshoot software and technical issues and provide effective solutions.

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  Investigate problems, identify root causes, and implement fixes or workarounds.

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  Maintain accurate records of customer interactions and resolutions in the support ticketing system.

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  Create and update knowledge base articles, FAQs, and internal documentation.

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  Escalate complex issues to engineering or product teams when necessary.

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  Follow up with customers to ensure issues have been fully resolved.

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  Collaborate with product, engineering, and sales teams to communicate customer feedback and product improvement opportunities.

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  Meet response and resolution service-level targets while maintaining high-quality support.

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  Stay current on product updates, features, and industry best practices.

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  Manage support requests across multiple communication channels.

• Advanced English communication skills, both written and verbal.

• Previous experience in customer support, technical support, help desk, or a similar role.

• Strong troubleshooting and problem-solving abilities.

• Excellent organizational skills and attention to detail.

• Ability to explain technical concepts clearly to non-technical users.

• Comfortable learning software applications and technical systems.

• Reliable internet connection and remote work environment.

• Experience supporting SaaS or software products.

• Familiarity with ticketing systems and customer support tools.

• Experience creating documentation, FAQs, or knowledge base content.

• Genuinely interested in the role and eager to build a long-term career.

• Curious, engaged, and motivated to learn.

• Customer-focused and solution-oriented.

• Proactive, dependable, and accountable.

• Comfortable working independently in a remote environment.

• Excited to contribute to a collaborative team culture.

• Fully remote position.

• Stable company with a long-standing customer base.

• Supportive and experienced team environment.

• Opportunities to learn, grow, and expand your technical skills.

• Direct impact on customer success and product improvement.