Customer Support Specialist (Technical) - Remote
Our client is seeking a dedicated and technically adept Customer Support Specialist to join their thriving team in a fully remote capacity. This role is crucial for providing exceptional technical assistance and first‑line support to users of our client's innovative software products. The ideal candidate will possess excellent problem‑solving skills, a deep understanding of technology, and a passion for delivering outstanding customer service. You will be the first point of contact for customers experiencing technical issues, guiding them towards effective solutions.
Key Responsibilities:
* Respond to customer inquiries via multiple channels, including email, live chat, and phone, providing timely and accurate technical support.
* Diagnose and troubleshoot software‑related issues, including installation problems, configuration errors, and performance issues.
* Guide customers through step‑by‑step solutions to resolve technical challenges.
* Escalate complex issues to senior support staff or relevant technical teams when necessary, providing detailed notes.
* Maintain accurate and comprehensive records of customer interactions, issues, and resolutions in the CRM system.
* Develop and update knowledge base articles, FAQs, and troubleshooting guides to empower customers and support agents.
* Proactively identify trends in customer issues and provide feedback to product development and engineering teams.
* Assist with user onboarding and training sessions, ensuring customers can effectively utilize the software.
* Adhere to established service level agreements (SLAs) for response and resolution times.
* Contribute to a positive team environment and collaborate effectively with colleagues.
* Continuously expand technical knowledge of the company's products and related technologies.
* Provide feedback on product usability and suggest improvements based on customer interactions.
Qualifications:
* Proven experience in a technical customer support role, helpdesk, or similar position.
* Strong understanding of software applications, operating systems (Windows, macOS), and basic networking concepts.
* Excellent troubleshooting and problem‑solving abilities with a logical approach.
* Exceptional communication skills, both written and verbal, with the ability to explain technical concepts clearly to non‑technical users.
* Proficiency with customer support software and CRM systems (e.g., Zendesk, Salesforce).
* Ability to multitask and manage time effectively in a fast‑paced, remote environment.
* A patient, empathetic, and customer‑centric attitude.
* High school diploma or equivalent; further technical certifications or a degree are a plus.
* Experience with SaaS products is highly desirable.
* A proactive and self‑motivated individual with a passion for technology and customer satisfaction.
This is a fantastic opportunity for a technically minded individual who thrives on solving problems and enjoys interacting with people, all while working remotely from the vibrant city of Edinburgh, Scotland, UK.
Remote Customer Support Specialist - Technical Inquiries
Our client, a leading provider of innovative software solutions, is seeking a dedicated and technically adept Remote Customer Support Specialist to join their expanding support team. This position is fully remote, offering flexibility and the opportunity to work from anywhere within the UK.
Key Responsibilities:
* Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
* Diagnose and troubleshoot technical issues related to our software products.
* Provide step‑by‑step guidance to customers on product usage, installation, and configuration.
* Escalate complex issues to higher‑level support or development teams when necessary.
* Document customer interactions, issues, and resolutions accurately in our CRM system.
* Contribute to the development of our knowledge base by creating and updating help articles and FAQs.
* Identify trends in customer issues and provide feedback to the product development team.
* Maintain a high level of customer satisfaction through effective problem‑solving and communication.
* Adhere to support SLAs and internal quality standards.
* Proactively identify opportunities to improve the customer support process.
Qualifications and Skills:
* Proven experience in a customer support or technical helpdesk role.
* Strong understanding of software applications and troubleshooting methodologies.
* Excellent verbal and written communication skills, with the ability to explain technical concepts clearly.
* Patience, empathy, and a customer‑centric approach.
* Proficiency with CRM software and helpdesk ticketing systems.
* Ability to manage multiple tasks and prioritize effectively in a fast‑paced environment.
* Strong problem‑solving and analytical skills.
* Self‑motivated and able to work independently with minimal supervision.
* Experience with SaaS products or a specific software category is a plus.
* Reliable internet connection and a dedicated home office setup.
This is an excellent opportunity for a motivated individual passionate about technology and customer service to thrive in a supportive, remote‑first environment.
Senior Customer Support Specialist - Technical (Remote)
Our client is a rapidly expanding technology company seeking a highly motivated and technically adept Senior Customer Support Specialist to join their fully remote support team.
Key Responsibilities:
* Provide high‑level technical support to customers via phone, email, and chat, addressing inquiries and resolving issues related to our software/hardware products.
* Diagnose and troubleshoot complex technical problems, escalating to senior development or engineering teams when necessary.
* Develop and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides.
* Document all customer interactions, issues, and resolutions accurately in the CRM system.
* Identify recurring customer issues and provide feedback to product development and engineering teams for product improvement.
* Assist in the training and onboarding of new customer support representatives.
* Manage customer expectations and ensure timely resolution of support tickets.
* Proactively monitor customer feedback and system performance to anticipate potential issues.
* Contribute to the continuous improvement of support processes and customer service standards.
* Maintain a high level of customer satisfaction through effective communication and problem‑solving.
Qualifications:
* Proven experience (4+ years) in a technical customer support role, preferably within the SaaS or technology sector.
* Strong understanding of cloud computing, networking, or software applications.
* Excellent diagnostic and troubleshooting skills for complex technical problems.
* Proficiency with CRM software (e.g., Salesforce, Zendesk) and support ticketing systems.
* Exceptional written and verbal communication skills, with the ability to explain technical concepts clearly to non‑technical users.
* Strong interpersonal skills and a patient, customer‑centric attitude.
* Ability to work independently, manage time effectively, and prioritize tasks in a remote environment.
* Experience with remote support tools and collaboration platforms.
* A proactive approach to problem‑solving and a strong desire to help customers succeed.
* Certifications related to IT support or specific technologies are a plus.
This is a fully remote position, offering the flexibility to work from home.
Senior Customer Support Specialist - Technical Products (Remote)
Our client, a leading provider of innovative technical products, is seeking a dedicated and technically adept Senior Customer Support Specialist to join their fully remote support team.
Key Responsibilities:
* Provide comprehensive technical support to customers via phone, email, and chat regarding our client's products.
* Troubleshoot and diagnose hardware and software issues, providing clear and concise solutions.
* Guide customers through setup, installation, and usage of our products.
* Escalate unresolved technical issues to appropriate engineering or development teams, providing detailed documentation.
* Contribute to the creation and maintenance of a comprehensive knowledge base and FAQ section.
* Identify trends in customer issues and provide feedback to product development teams.
* Maintain accurate records of customer interactions and resolutions in the CRM system.
* Ensure customer satisfaction by providing timely, effective, and empathetic support.
* Mentor junior support team members and assist with training.
* Stay up‑to‑date with product updates, features, and common technical issues.
Qualifications:
* Minimum of 3 years of experience in a technical customer support or helpdesk role.
* Strong understanding of common hardware and software troubleshooting methodologies.
* Excellent problem‑solving and analytical skills.
* Exceptional verbal and written communication skills, with the ability to explain technical concepts clearly to non‑technical users.
* Proficiency with CRM software and ticketing systems.
* Ability to manage multiple support requests simultaneously and prioritize effectively.
* Experience supporting SaaS products or complex software applications is highly desirable.
* A passion for technology and customer service.
* Ability to work independently and collaboratively within a remote team environment.
* Patience and empathy when dealing with customer issues.
Senior Customer Service & Technical Support Specialist (Remote)
Our client, a rapidly growing technology firm, is seeking a dedicated and experienced Senior Customer Service & Technical Support Specialist to join their fully remote team.
Responsibilities:
* Provide advanced technical support and customer service to clients via phone, email, and chat.
* Investigate, diagnose, and resolve complex technical issues related to software functionality, installation, and integration.
* Escalate unresolved issues to appropriate internal teams (e.g., development, QA) and ensure timely resolution.
* Document customer interactions, technical issues, and resolutions accurately in the CRM system.
* Create and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides.
* Identify trends in customer issues and provide feedback to the product and development teams for continuous improvement.
* Train and mentor junior support staff, sharing expertise and best practices.
* Proactively communicate with customers regarding system updates, known issues, and planned maintenance.
* Participate in product testing and provide input on usability and functionality.
* Contribute to enhancing customer support processes and workflows.
Qualifications:
* Minimum of 5 years of experience in customer service and technical support, preferably within the software industry.
* Proven ability to troubleshoot and resolve complex technical software issues.
* Strong understanding of customer support best practices and metrics.
* Excellent communication, listening, and problem‑solving skills.
* Proficiency with CRM software and helpdesk ticketing systems.
* Ability to explain technical concepts clearly to both technical and non‑technical users.
* Demonstrated experience in managing customer escalations and ensuring customer satisfaction.
* Ability to work independently and manage time effectively in a remote work environment.
* A proactive and customer‑centric approach to service delivery.
* Experience with a specific software or product type is a strong advantage.
This remote role offers a fantastic opportunity to be part of a supportive and dynamic team, contributing directly to customer success.
Remote Customer Support Specialist (Technical)
Our client is looking for a highly skilled and empathetic Remote Customer Support Specialist to provide exceptional technical assistance to a global user base. This role requires a deep understanding of technical concepts, excellent communication skills, and effective troubleshooting from a distance.
Key Responsibilities:
* Respond to customer inquiries via multiple channels, including email, live chat, and phone, providing timely and accurate technical support.
* Diagnose and resolve software‑related issues, guiding users through step‑by‑step solutions.
* Troubleshoot complex technical problems, escalating to senior support or development teams when necessary.
* Document all customer interactions, issues, and resolutions in the CRM system for future reference and analysis.
* Create and update knowledge base articles, FAQs, and user guides to empower customers to self‑serve.
* Proactively identify trends in customer issues and provide feedback to the product development team for potential improvements.
* Maintain a high level of customer satisfaction by delivering professional, friendly, and efficient support.
* Educate customers on product features and best practices to enhance their user experience.
* Participate in team meetings and contribute to the continuous improvement of support processes and procedures.
* Stay up‑to‑date with product updates, new releases, and relevant industry technologies.
* Manage your workload effectively to meet service level agreements (SLAs).
* Collaborate with cross‑functional teams to ensure a seamless customer journey.
* Represent the company's brand and values in all customer interactions.
Qualifications and Skills:
* Proven experience in a technical customer support or helpdesk role.
* Strong understanding of software applications and troubleshooting methodologies.
* Excellent verbal and written communication skills, with the ability to explain technical concepts clearly to non‑technical users.
* Proficiency in using CRM software and ticketing systems.
* A patient, empathetic, and customer‑centric attitude.
* Strong problem‑solving and analytical abilities.
* Ability to work independently and manage time effectively in a remote setting.
* Experience with SaaS platforms or mobile applications is a plus.
* A proactive approach to learning and adapting to new technologies.
* High school diploma or equivalent; a degree in a relevant field is advantageous.
This is an exciting opportunity for a technically adept and customer‑focused individual to join a forward‑thinking company and make a significant impact on customer success, all from the convenience of their home office.
Remote Customer Support Specialist - Technical Assistance
Our client, a leading provider of innovative software solutions, is seeking dedicated and technically‑minded Customer Support Specialists to join their fully remote team.
Responsibilities:
* Provide high‑level technical support and troubleshooting to customers via multiple channels (email, chat, phone).
* Diagnose and resolve complex software issues, guiding customers through solutions.
* Respond to customer inquiries in a timely, professional, and empathetic manner.
* Document all customer interactions, issues, and resolutions accurately in the CRM system.
* Escalate unresolved issues to appropriate internal teams (e.g., Tier 2 support, development) with detailed information.
* Contribute to the development and maintenance of the company's knowledge base and support documentation.
* Identify recurring issues and provide feedback to product development teams for potential improvements.
* Ensure a high level of customer satisfaction by delivering exceptional support services.
* Manage workload effectively to meet or exceed service level agreements (SLAs).
* Stay up‑to‑date with product updates and new features.
Qualifications:
* Proven experience in a customer support or technical support role, preferably within the software industry.
* Strong understanding of software applications and troubleshooting methodologies.
* Excellent verbal and written communication skills, with the ability to explain technical concepts clearly.
* Proficiency with CRM systems (e.g., Zendesk, Salesforce Service Cloud) and ticketing software.
* Ability to multitask, prioritize, and manage time effectively in a remote environment.
* Strong problem‑solving and analytical skills.
* Customer‑focused mindset with a passion for helping others.
* Ability to work independently and collaboratively within a remote team.
* Familiarity with SaaS, web applications is a plus.
* High school diploma or equivalent required; Associate's or Bachelor's degree preferred.
This is a remote position offering the flexibility to work from home.
Remote Customer Support Specialist - Technical Solutions
Are you passionate about helping people and solving problems? Our client is looking for a dedicated and empathetic Customer Support Specialist to join their growing, fully remote team.
Key Responsibilities:
* Respond to customer inquiries and issues with professionalism and efficiency across multiple communication channels.
* Diagnose and troubleshoot technical problems, guiding customers through step‑by‑step solutions.
* Maintain accurate and detailed records of customer interactions and resolutions in our CRM system.
* Escalate complex issues to relevant departments when necessary, ensuring clear communication and follow‑up.
* Proactively identify opportunities to improve customer experience and provide feedback to the team.
* Contribute to the development and maintenance of our knowledge base and FAQs.
* Adhere to service level agreements (SLAs) and company policies.
* Participate in regular team meetings and training sessions to enhance product knowledge and support skills.
Required Skills and Experience:
* Proven experience in a customer service or technical support role.
* Excellent verbal and written communication skills.
* Strong problem‑solving and analytical abilities.
* Proficiency in using customer relationship management (CRM) software and helpdesk ticketing systems.
* Ability to empathize with customers and remain calm under pressure.
* A self‑motivated individual with the ability to manage time effectively in a remote work environment.
* Familiarity with software applications, SaaS platforms, or hardware devices is a plus.
* A dedicated home office setup with reliable high‑speed internet connection.
This role offers a fantastic opportunity to be part of a forward‑thinking company that values its employees and invests in their growth.
Remote Customer Support Specialist - Technical Assistance
Our client, a leading provider of innovative software solutions, is seeking dedicated and technically‑minded Customer Support Specialists to join their fully remote team.
Responsibilities:
* Provide high‑level technical support and troubleshooting to customers via multiple channels (email, chat, phone).
* Diagnose and resolve complex software issues, guiding customers through solutions.
* Respond to customer inquiries in a timely, professional, and empathetic manner.
* Document all customer interactions, issues, and resolutions accurately in the CRM system.
* Escalate unresolved issues to appropriate internal teams (e.g., Tier 2 support, development) with detailed information.
* Contribute to the development and maintenance of the company's knowledge base and support documentation.
* Identify recurring issues and provide feedback to product development teams for potential improvements.
* Ensure a high level of customer satisfaction by delivering exceptional support services.
* Manage workload effectively to meet or exceed service level agreements (SLAs).
* Stay up‑to‑date with product updates and new features.
Qualifications:
* Proven experience in a customer support or technical support role, preferably within the software industry.
* Strong understanding of software applications and troubleshooting methodologies.
* Excellent verbal and written communication skills, with the ability to explain technical concepts clearly.
* Proficiency with CRM systems (e.g., Zendesk, Salesforce Service Cloud) and ticketing software.
* Ability to multitask, prioritize, and manage time effectively in a remote environment.
* Strong problem‑solving and analytical skills.
* Customer‑focused mindset with a passion for helping others.
* Ability to work independently and collaboratively within a remote team.
* Familiarity with SaaS, web applications is a plus.
* High school diploma or equivalent required; Associate's or Bachelor's degree preferred.
Our client provides comprehensive training and ongoing support to ensure your success.
Customer Support Specialist
Our client is seeking a dedicated and empathetic Customer Support Specialist to join their fully remote team. This role is ideal for individuals passionate about providing exceptional customer service and resolving issues efficiently, all from the convenience of their home office. You will be the primary point of contact for customers, addressing inquiries, troubleshooting problems, and providing information about products and services via phone, email, and chat.
#J-18808-Ljbffr