Senior Technical Customer Care Specialist – Xtime
Cox Enterprises
ApacheCloud
Customer Support Specialist
Aquila
full-time
Posted on:
Location: 🇺🇸 United States
Visit company websiteJob Level
JuniorMid-Level
About the role
- Serve as trusted point of contact for a portfolio of 20–40 clients across the United States and Canada
- Manage incoming support requests via phone, chat, and email; triage inquiries and create tickets when needed
- Troubleshoot technical issues, provide real-time assistance, and follow up to ensure resolution and client satisfaction
- Research and document solutions using historical data and past tickets
- Collaborate with Developers and Business Analysts to resolve complex issues and communicate findings
- Gather client feedback, communicate enhancement requests to Product and Development teams, and train clients on new releases
- Participate in team meetings, training sessions, and webinars to ensure alignment and ongoing development
- Full-time, fully remote role with working hours aligned to 9am - 5pm PST within the United States or Canada
Requirements
- 2+ years of experience in technical customer support (startup or high-growth preferred)
- Available to work 9:00 a.m. to 5:00 p.m. Pacific Time (PST)
- Proficient with Microsoft Office, databases, and remote access tools
- Comfortable learning new technologies, chatbots, automated ticketing systems, and AI-enhanced help desk platforms
- Analytical, detail-oriented, client-focused with strong critical thinking and problem-solving skills
- Excellent verbal and written communication skills; able to translate technical guidance for non-technical audiences
- Collaborative virtual team member; responsive and exercises sound judgment
- Experience managing multiple client relationships and prioritizing tasks
