B2B Customer Support Representative

Role overview

Provide technical support and onboarding to business customers using a multi-platform software service. You will handle incoming questions across phone, email, and chat, guide customers through setup and product use, and work with internal teams to resolve issues. The role combines case management, troubleshooting, and customer care.

Responsibilities - Manage a daily queue of support tickets, chats, and calls, resolving account setup questions and common product issues within response targets. - Lead live troubleshooting and training sessions to help customers use platform features and overcome technical problems. - Diagnose issues such as password resets, multifactor authentication changes, permissions, and basic error messages across web, desktop, and mobile products. - Follow support procedures, escalate cases when needed, and keep customers informed with calm, empathetic communication. - Take ownership of small operational projects and use team briefings to stay current on feature changes and security practices. - Investigate unclear issues using sound judgment when existing documentation does not cover the problem.

Requirements - At least one year of experience in business-to-business technical support, including professional communication with stakeholders at different levels. - Practical experience troubleshooting software on Windows, macOS, iOS, and Android. - Ability to manage multiple active cases accurately, with strong written and verbal communication skills and a customer-focused approach. - Working knowledge of digital security, credential management, and identity and access management fundamentals. - Familiarity with browser extensions, web caching, certificates, and desktop and mobile operating system settings. - Proficiency with Google Workspace and Microsoft Office; experience with SaaS support and case-management or CRM tools is also relevant.

Nice to have

Entry-level technical or security certifications, experience with support tools such as ServiceNow or Help Scout, CRM platforms such as Salesforce or Jira, and familiarity with command-line tools or basic scripting.

Benefits and work setup

The position is remote from select locations; candidates in the Chicago metro area may have a hybrid option. Benefits listed include medical, dental, and vision coverage; life and disability insurance; a retirement plan; and paid time off.