Technical Support Specialist – Product Troubleshooting

STAFFVIRTUAL

Technical Support Specialist assisting users in assembling, troubleshooting, and enjoying hands-on products in the EdTech space. Offering high-quality support via various channels in a remote setting.

Posted 4/30/2026full-timeRemote • 🇵🇭 PhilippinesMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

Assembly

About the role

Key responsibilities & impact

Provide high-quality support via tickets, email, chat, and phone calls
Troubleshoot product-related issues, including: assembly and build challenges, missing or damaged parts, mechanical or functionality concerns, navigating instructions or digital guides
Guide customers through step-by-step solutions in a clear, friendly, and easy-to-follow manner
Simplify technical concepts for non-technical users
Diagnose issues and determine appropriate resolutions (troubleshooting vs replacement)
Coordinate replacements or escalate product issues when necessary
Document solutions and contribute to internal knowledge bases
Identify recurring issues and provide feedback to improve products and processes
Collaborate with internal teams

Requirements

What you’ll need

1 to 3 years of experience in technical support, product support, or customer support with troubleshooting responsibilities
Strong problem-solving and critical thinking skills
Experience guiding customers through step-by-step troubleshooting
Excellent written and spoken English with a clear, conversational tone
Experience handling multi-channel support (tickets, email, chat; phone is a plus)
Must have a reliable laptop and high-speed internet connection.
Willing to work night shift
Familiarity with Gorgias, Slack, and Google Workspace is a plus

Benefits

Comp & perks

Competitive compensation package
Flexible remote work arrangements

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

technical supportproduct supporttroubleshootingproblem-solvingcritical thinkingmulti-channel support

Soft Skills

communicationcustomer guidanceclear explanationfeedback provision