Technical Support Representative
It's been said that the secret of getting ahead is getting started. We'd add one thing to that: it helps considerably if you actually like people. We're building a team of thoughtful, service-minded people who find satisfaction in a good conversation, take pride in solving problems, and make every user feel like they called at just the right time.
What is the pay?
- $55,000 - $68,000 per year, based on experience
- Individual performance-based bonus up to 10% of salary
- Company performance-based bonus up to 10% of salary
What are the benefits?
- Fully remote position
- Health, dental, and vision insurance
- 401(k) with matching contributions
- Generous paid time off
- Home office stipend
- Promote-from-within culture
What will I be doing?
- Providing Tier 1 technical support via phone, live chat, ticketing systems, and occasional video calls
- Troubleshooting software and basic system issues for our clients' users
- Guiding users through solutions in a clear, patient, and professional manner
- Escalating complex cases through structured workflows
- Documenting issues and resolutions accurately within internal systems
- Contributing to knowledge base articles for common issues
- Following established processes to deliver consistent, high-quality support
- Representing client brands with empathy and professionalism
What are the requirements?
- Experience troubleshooting web-based, desktop, or mobile applications
- Able to diagnose and resolve common software-related issues including login errors, access permissions, browser conflicts, and basic application issues
- Excellent written communication, including grammar, punctuation, and spelling
- Comfortable navigating multiple software systems simultaneously
- Fast, reliable internet connection and a distraction-free work environment
What additional qualifications could I have?
- 1+ year of software support, SaaS help desk, or other user-facing technical support experience (preferred)
- Familiarity with phone, live chat, and ticketing software systems such as Zendesk, Intercom, or similar (preferred)
What shifts are available?
This role supports 24/7 coverage across our client base, with 3 different shift schedules available. Team members work a rotating 5-on / 2-off schedule, with days off shifting periodically so that weekend shifts are shared equally across the team. Each shift is 8 hours and averages 40 hours per week.
- 8:00 AM - 4:00 PM Central Time (CT)
Great technical support is about more than resolving issues -- it's about creating trust, solving problems, and helping people feel supported when something isn't working. If that sounds like the kind of work you do best, we'd love to hear from you.
