Technical Support Representative
$49,920–$76,960 year
RemoteUnited States
Job Summary
Respond to customer inquiries via phone, email, and chat by diagnosing software, hardware, or tool-related issues and providing step-by-step guidance. Log all interactions using the ticketing system, explain technical concepts clearly, and collect feedback to evaluate support quality. Collaborate with engineering and product teams to share customer insights, recommend improvements, and help create FAQs and training materials. Host virtual webinars, develop user guides, and participate in quality assessments to ensure requests meet service level agreements. Reproduce reported issues to identify root causes and escalate unresolved cases when necessary. Maintain up-to-date product knowledge through training sessions and self-study while managing multiple priorities in a fully remote setting.
Required Qualifications
- Bachelors degree in Engineering, Computer Science, Information Technology, or a related field (or equivalent experience)
- At least 2 years of technical support or customer service experience, preferably in engineering or technology fields
- Expertise in troubleshooting software, hardware, operating systems, applications, and networking issues
- Familiarity with engineering tools and software
- Experience using ticketing systems and remote support tools (e.g. Zoom)
- Strong communication skills (both written and verbal) with the ability to explain technical concepts to non-technical users
- Excellent analytical and problem-solving abilities with a proactive approach to resolving issues
- Effective time management and multitasking skills to handle multiple priorities in a remote setting
- This is a fully remote position with flexible working hours, though overtime or on-call availability may occasionally be required
- The role requires the ability to work independently while staying in close contact with team members and supervisors
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