Workyard

Technical Support Specialist

Workyard

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $40,000 per year

About the role

  • Remain actively available on phone and chat queues during scheduled shifts
  • Handle a high volume of inbound customer interactions in real time
  • Maintain strong response times and availability metrics
  • Assist customers with general product usage questions
  • Troubleshoot basic issues and provide step-by-step guidance
  • Troubleshoot GPS and location issues on mobile and web applications
  • Assist with geofence setup and troubleshooting
  • Support expense product questions, including how to activate and use cards
  • Answer basic questions regarding forms
  • Escalate complex or technical issues to Tier 2 or appropriate teams when needed
  • Answer customer inquiries related to invoices and charges, plan details and pricing, billing cycles and proration
  • Explain billing adjustments clearly and professionally
  • Updating payment information
  • Identify and assist with duplicate user profiles
  • Guide customers through resolving duplicate accounts
  • Collaborate with internal teams (Tier 2, Engineering, Revenue, Implementation, Sales) for issue resolution
  • Accurately document all customer interactions in the support system
  • Maintain high availability on phone and chat support
  • Meet or exceed response time and resolution targets

Requirements

  • Strong verbal and written communication skills
  • Ability to multitask across multiple conversations (chat + phone)
  • Customer-first mindset with strong problem-solving abilities
  • Basic technical troubleshooting skills
  • Ability to work in a fast-paced, high-volume environment
  • Previous customer support or call center experience (preferred)
  • Experience with SaaS or workforce management tools (preferred)
  • Familiarity with CRM or support ticketing systems (preferred)
  • Fluency in Spanish is a plus (preferred)
Benefits
  • Comprehensive benefits including Aetna medical, dental, and vision coverage
  • Flexible Spending Accounts (FSA)
  • Teladoc virtual care
  • One Medical membership
  • Kindbody family-building support
  • Employee Assistance Program
  • 401(k) retirement plan through Empower
  • Pre-tax commuter benefits (for those based in our San Francisco office)
Applicant Tracking System Keywords

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

Hard Skills & Tools
technical troubleshootinggeofence setupbilling adjustmentspayment information updatesduplicate account resolution
Soft Skills
verbal communicationwritten communicationmultitaskingcustomer-first mindsetproblem-solvingfast-paced environment adaptability