Technical Support Specialist

Job Summary

As a Tier 1 Technical Support Specialist, this full-time remote position will serve as the primary point of contact for customer inquiries, investigating technical challenges and delivering consultative solutions while developing deep expertise in the company's products.

Key Responsibilities

• Serve as the first point of contact for customer inquiries via tickets, email, phone, and live chat, ensuring a supportive customer experience
• Investigate and resolve technical issues, providing accurate guidance and maintaining strong product knowledge
• Document customer interactions and identify opportunities for process improvements and knowledge-base content enhancement

Required Qualifications

• 1-2 years of experience in technical support, SaaS support, or a similar customer-facing technical role
• Demonstrated technical aptitude with the ability to quickly learn complex software products and workflows
• Strong problem-solving skills and the ability to investigate issues and determine when escalation is needed
• Excellent written and verbal English communication skills, with the ability to explain technical concepts clearly
• Experience with SaaS products, application logs, APIs, or education technology is a plus