Careerscape is recruiting on behalf of our client, a growing technology company, for a full-time, fully remote Technical Support Representative. This is a great entry point into the tech industry, with paid training, clear paths to advance into senior support, QA, or customer success roles, and the chance to help real customers solve real problems every day.
The day-to-day is a steady mix of troubleshooting, clear communication, and teamwork. You will work through support tickets, chats, and calls, learn the product inside and out, and partner with teammates to resolve issues quickly. People who thrive here are patient, curious, and love the satisfaction of turning a frustrated customer into a happy one.
Responsibilities
- Respond to customer inquiries by phone, chat, and email in a timely and professional manner
- Diagnose and troubleshoot software, account, and connectivity issues
- Guide customers step by step through solutions in clear, non-technical language
- Document every interaction accurately in the ticketing system
- Escalate complex or unresolved issues to senior support or engineering with complete details
- Follow up with customers to confirm issues are fully resolved
- Contribute to the internal knowledge base by documenting new fixes and common questions
- Meet or exceed targets for response time, resolution time, and customer satisfaction
- Identify recurring issues and share feedback with product and engineering teams
Requirements
- High school diploma or equivalent; associate or bachelor's degree preferred
- 6 months or more of customer service or technical support experience, or relevant coursework
- Strong written and verbal communication skills
- Basic understanding of computers, operating systems, and common software applications
- Comfortable learning new products and technologies quickly
- Ability to stay calm and empathetic with frustrated customers
- Reliable high-speed internet and a quiet, dedicated home workspace
- Ability to work a scheduled shift, which may include some evenings or weekends
Benefits
- Medical, dental, and vision insurance
- 401(k) with company match
- Paid time off and paid holidays
- Paid onboarding and product training
- 100% remote work from home
- Home office equipment provided or stipend offered
- Internet and phone reimbursement
- Career growth and promotion opportunities
- Employee wellness programs