Business Case Technical Support
Fullsteam
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
JuniorMid-Level
Tech Stack
LinuxSQL
About the role
- Serve as the first point of contact for all customer technical support queries, ensuring a timely and accurate response to all assigned support tasks within 4 hours of task assignment.
- Troubleshoot and resolve various technical issues, escalating to a senior technical support engineer as needed within four hours if issues remain unresolved.
- Provide excellent customer service through phone, email, and web-based communication channels, offering respectful, accurate, and efficient solutions to customer problems.
- Adhere to established documentation standards and maintain detailed records of customer interactions and issue resolutions in the support ticketing system.
- Facilitate web-based training sessions with customers to ensure effective use of the company’s products and services.
- Collaborate with other team members and departments to improve support processes, identify recurring issues, and suggest enhancements to products or services.
- Participate in all team meetings and tasks assigned, contributing to team goals and fostering a collaborative environment.
- Use Google Calendar to schedule and manage meetings and respect co-workers' and customers' appointments.
- Occasionally work beyond standard hours, including weekends, to meet critical deadlines or provide support during peak periods.
Requirements
- 2-5 years of experience in a technical support or customer service role, preferably in a technology-related industry.
- Proficiency in troubleshooting software and hardware issues, with a basic understanding of network configurations, operating systems, and database management.
- Excellent verbal and written communication skills, with the ability to explain complex technical concepts in simple terms.
- Strong organizational skills, with the ability to handle multiple tasks and prioritize effectively under pressure.
- Experience with CRM/ticketing systems (e.g., Zendesk, Freshdesk) and remote support tools (e.g., TeamViewer, AnyDesk).
- Basic knowledge of SQL and Linux commands, as well as basic scripting, is a plus.
- Ability to work independently and as part of a team, demonstrating flexibility, adaptability, and a positive attitude.
Benefits
- Health insurance
- 401(k) retirement plan
- Paid time off
- Flexible work arrangements
- Professional development opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
troubleshootingnetwork configurationsoperating systemsdatabase managementSQLLinux commandsscripting
Soft skills
customer servicecommunicationorganizational skillsprioritizationflexibilityadaptabilityteam collaboration