Technical Support Specialist

Workyard

Tier 1 Customer Support Specialist at Workyard supporting users throughout their journey with the platform. Empowering customers to make smarter decisions and operate more efficiently.

Posted 4/14/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $40,000 per yearWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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)

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 troubleshootinggeofence setupbilling adjustmentspayment information updatesduplicate account resolution

Soft Skills

verbal communicationwritten communicationmultitaskingcustomer-first mindsetproblem-solvingfast-paced environment adaptability