Technical Customer Support

This role works in a non-scripted support environment, specialists are expected and required to troubleshoot independently and think through problems, rather than follow a fixed call flow or script.

How you will make a significant impact:

• Build and maintain respectful and collaborative relationships with clients through responsiveness, expertise and awesome customer service

• Learn the inner workings of a member-management SaaS platform

• Troubleshoot and resolve client reported issues

• Train clients on how to best use a highly configurable platform

• Provide reporting to clients on the status of support cases

• Work with the Product Development team to address bugs and advance the product.

What you bring:

• Strong technical skills with the following: MS Word, PowerPoint, Excel, MS Outlook Windows/macOS, browsers, networking fundamentals, software installs, Microsoft 365

• Experience with HTML and CSS

• JavaScript knowledge & experience is an advantage

• Demonstrates confidence and professionalism in conversations without sounding scripted.

• Naturally builds rapport, adapts communication style to different audiences, and effectively guides discussions toward desired outcomes.

• Ability to work well in a team environment and collaborate with all levels of staff

• Capability to manage up and escalate as needed depending on the situation

• Prior experience supporting various software applications is an advantage.

• Aptitude to multi-task and prioritize while staying organized and managing time effectively

• Capacity to handle difficult situations effectively in a fast-paced environment

• Ability to understand technical jargon and communicate it to clients who have limited technical knowledge, simplify Technical Concepts, translate technical jargon into plain language for non-technical customers.

• Capability to think and act independently and apply critical thinking, gather facts quickly, eliminate possibilities, identify patterns, decide under pressure

• Excellent interpersonal skills, with a positive, friendly, and helpful attitude, handles frustrated customers, manage expectations, maintain ownership until resolution.

• Ticketing Systems knowledge is a plus! (ServiceNow, Zendesk, Freshdesk, Jira, Salesforce; document issues, update tickets, track resolutions, follow SLAs)

• Ability to actively listen, understand the real issue, clarify vague descriptions, avoid assumptions.

• Customer Management — handle frustrated customers, manage expectations, maintain ownership until resolution

• Product Learning Agility — learn new products quickly, read knowledge-based articles, stay current on updates

• Documentation — write clear ticket notes, root-cause findings, and resolution summaries— speak naturally, build rapport, adapt communication style, guide the conversation

• Nice to haves, CompTIA A+ and ITIL Foundation certifications.