Technical Support Specialist

We are hiring a Technical Support Specialist to support our client growing customer base. This role is responsible for delivering a high level of technical support, ensuring customer issues are quickly resolved, escalated effectively, and that the feedback loop is closed with relevant stakeholders. The ideal candidate enjoys solving complex problems, is highly curious, and strives to provide a high standard of customer satisfaction with every interaction.

Responsibilities

• Effectively resolve customer inquiries in a considerate, accurate, and timely manner.
• Triage, respond to, and de-escalate inbound customer support requests in a timely manner while maintaining a high standard of professionalism and customer satisfaction.
• Troubleshoot all aspects of client's platform & technology.
• Contribute to the handling of escalations while working cross-functionally with other Support team members, Customer Success, Product, and Engineering.
• Participate in maintaining detailed support documentation for both internal and external use.
• Contribute to the development of best practices, team processes, and peer training.
• Be an advocate for customers and the solutions that will best enable them on client software.

Experience

• 0–2 years of B2B software customer support experience.
• Demonstrated ability to evaluate, troubleshoot, and triage customer issues, as well as replicate and document them for further escalation.
• Personable, team-oriented player with great communication skills.

Preferred qualifications (Bonus)

• Experience troubleshooting AV (audio/video) software, hardware, and setups.
• Experience troubleshooting and diagnosing complex network and security issues.

Skills and abilities

• Genuine curiosity and enjoyment of solving complex problems.
• Strong troubleshooting, evaluation, and triage skills.
• Ability to replicate and clearly document issues for escalation.
• Professionalism and composure when de-escalating customer requests.
• Team-oriented mindset, comfortable working cross-functionally with Support, Customer Success, Product, and Engineering.
• Strong written and verbal communication skills.
• Customer advocacy mindset genuinely invested in helping customers succeed with the product.