Technical Support Representative
Job Summary
As a remote Technical Support Representative, the successful candidate will provide professional technical support to clients, troubleshoot software issues, and maintain communication with internal teams to ensure customer success.
Key responsibilities
- Respond to and triage inbound support tickets, applying initial diagnosis and prioritization based on severity
- Troubleshoot common configuration, workflow, and reporting issues, resolving independently where possible
- Maintain accurate ticket notes and status updates in the ticketing system to support reporting on KPIs
Required qualifications
- Bachelor's degree in a Technology, Engineering, Sciences, or Mathematics (STEM) field
- 1-2 years of experience in a customer-facing technical support or SaaS support role
- Basic understanding of cloud and SaaS terminology
- Fundamental knowledge of databases and SQL, with the ability to assist with simple data troubleshooting
- Basic HTML/CSS knowledge and familiarity with JavaScript fundamentals
Complete Job Description
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