Technical Customer Support Specialist - (Remote - US or Canada)
Job title: Technical Customer Support Specialist - (Remote - US or Canada) in USA at Jobgether
Company: Jobgether
Job description: About JobgetherJobgether is a Talent Matching Platform that partners with companies worldwide to efficiently connect top talent with the right opportunities through AI-driven job matching.One of our companies is currently looking for a Technical Customer Support Specialist in the United States or Canada.In this role, you will provide expert-level technical support for customers, focusing on diagnosing and resolving complex issues related to financial management solutions and alarm monitoring systems. As part of the Tier 1 support team, you will handle customer inquiries, troubleshoot technical problems, and ensure seamless user experiences by managing and escalating tickets when necessary. Your responsibilities will include closely collaborating with internal teams, contributing to knowledge base articles, and ensuring timely resolutions for all support cases. This role requires a strong technical foundation combined with customer-focused problem-solving skills.Accountabilities:
- Monitor and respond to technical support tickets, escalations, and customer inquiries in a timely manner.
- Diagnose and resolve complex technical issues related to financial management and alarm monitoring systems.
- Collaborate with the support and customer success teams to elevate and address technical challenges.
- Provide clear and detailed feedback, updates, and solutions to customers, maintaining professionalism at all times.
- Contribute to knowledgebase articles and internal documentation to improve team efficiency.
- Manage multiple priorities and deliver timely solutions in a fast-paced, 24/7 environment.
- Represent the voice of the customer, advocating for their needs and ensuring continuous improvement in the support process.
- 2+ years of experience in customer-facing technical support, with expertise in application, OS, or network troubleshooting.
- Strong proficiency in English (C1 level), with excellent written and verbal communication skills.
- Familiarity with performance monitoring, problem determination, and security protocols.
- Experience with PSIM (Physical Security Information Management) or alarm monitoring systems is a plus.
- Ability to quickly learn and adapt to new products, technologies, and troubleshooting tools.
- Strong customer advocacy skills with an empathetic approach to solving problems.
- Availability to be on call and work in a 24x7 support environment.
- Ability to work remotely and collaborate effectively across time zones.
- Flexibility to work remotely, in-office, or hybrid within your country of employment.
- Comprehensive health and wellness benefits, including an annual wellness stipend.
- 401(k) with up to a 4% match and immediate vesting.
- Flexible and generous time-off (FTO) policy.
- Employee Stock Purchase Program.
- Target base compensation of $50,000 - $60,000 annually, with variations depending on experience and location.
- Equal opportunity employer committed to diversity and inclusion in the workplace.