Technical Support – Level 1
Fullcast: The Intelligent Go-to-Market Platform
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇨🇷 Costa Rica
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Provide prompt and professional technical support to Fullcast customers via various channels (e.g., email, chat)
- Diagnose and resolve common technical issues related to Fullcast products.
- Guide customers through troubleshooting steps and provide clear, concise instructions.
- Document all support interactions and resolutions accurately in our ticketing system.
- Escalate complex or unresolved issues to the L2 Support team with detailed notes and relevant information
- Collaborate amongst multiple internal teams to identify and address recurring customer issues.
- Maintain a high level of customer satisfaction through excellent communication and problem-solving skills.
- Stay up-to-date with Fullcast product features, updates, and best practices.
- Adhere to established service level agreements (SLAs) for response and resolution times.
- Work effectively within a remote team environment.
Requirements
- Strong technical aptitude and a passion for technology.
- Excellent communication skills, both written and verbal.
- Proven ability to troubleshoot and resolve technical issues.
- Customer-focused with a strong commitment to providing exceptional service.
- Ability to work independently and as part of a team in a remote setting.
- Proficiency in using help desk software and remote support tools.
- Ability to learn new software and technologies quickly.
- Strong organizational skills and attention to detail.
- Experience in a customer support role, preferably in a SaaS environment, is a plus.
- Previous experience with Salesforce is highly helpful.
- Knowledge of SOQL and APIs is a significant plus.
Benefits
- remote position
- work effectively within a remote team environment
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
troubleshootingtechnical supportSOQLAPIshelp desk softwareremote support toolsSaaS
Soft skills
communicationproblem-solvingcustomer-focusedorganizational skillsattention to detailability to work independentlyteam collaboration