Associate Customer Support Technician

United StatesRemoteFull-timemid

OtherSupport Technician

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Quick Summary

Requirements Summary

At least 1 year of customer service experience. Strong written and verbal communication skills, including confident and professional telephone communication.

Technical Tools

OtherSupport Technician

This role is an opportunity to support customers using cloud-based insurance technology and software solutions. You will serve as a first point of contact for customer questions, technical issues, and product-related concerns. Working across phone, email, and online chat, you will troubleshoot problems, document cases, and guide customers toward effective solutions. The position combines technical problem-solving with a strong focus on responsive, professional customer service. You will collaborate with internal support teams and escalate more complex issues when needed. This is a remote role within the United States, suited to someone who enjoys technology, helping people, and working in a fast-paced environment.

Respond promptly and professionally to customer inquiries through telephone, email, and online chat.
Assist customers with questions and issues related to software applications, technology products, and other purchased solutions.
Triage, troubleshoot, and investigate customer-reported problems to understand their nature and identify appropriate solutions.
Clearly document customer issues, troubleshooting steps, and resolutions to support effective case management.
Focus on timely problem resolution while delivering friendly, informed, and efficient customer service.
Communicate technical information clearly and professionally to customers with varying levels of technical knowledge.
Escalate issues that cannot be resolved at the initial support level to the appropriate internal team or support function.
Maintain a customer-focused approach while managing multiple inquiries and priorities in a fast-paced support environment.

Requirements

~1 min read

At least 1 year of customer service experience.
Strong written and verbal communication skills, including confident and professional telephone communication.
Comfort working with technology and Microsoft applications.
Strong problem-solving and troubleshooting abilities with a commitment to delivering exceptional customer care.
Ability to understand customer concerns, ask effective diagnostic questions, and explain solutions clearly.
Familiarity with software, basic networking concepts, and case management or support tools is an advantage.
Experience supporting customers in a fast-paced B2B or technology environment is preferred.
Experience with platforms such as Salesforce, Freshdesk, Jira, or similar customer support and case management tools is a plus.
Ability to work effectively in a remote environment while collaborating with customers and internal teams.
Candidates from a wide range of professional and educational backgrounds are encouraged to apply; a traditional degree or technology background is not required.