Technical Support Agent
Job Summary
Working remotely in a full-time capacity, the Technical Support Agent will troubleshoot technical issues, guide users through tools, and collaborate with cross-functional teams to ensure effective support for distributors using the platform.
Key responsibilities
- Respond to customer inquiries via live chat and email, maintaining a 1-minute average first response time
- Troubleshoot product and integration issues, escalating to Support Engineers or Product as needed
- Document resolutions and update internal Zendesk macros and knowledge base articles
Required qualifications
- 1-3 years of experience in technical support for a SaaS product
- Experience using tools like Postman, Zendesk, or FullStory for issue diagnosis
- Ability to translate complex technical topics for non-technical users
- Highly organized and proactive in a fast-moving startup environment
- A genuine sense of urgency and commitment to speed and quality in support
Complete Job Description
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