Technical Support Specialist

Role overview An entry-level Technical Support Specialist position focused on resolving customer inquiries, troubleshooting product issues, and maintaining high-quality documentation for a human services software platform. The role sits at the intersection of customer service, scripting-based investigation, and cross-functional collaboration with product, engineering, and customer success teams. It is a remote opportunity suited to candidates early in their technical support careers.

Responsibilities - Respond to customer inquiries via email and virtual meetings with professionalism, accuracy, and timely resolution. - Resolve customer issues related to product functionality, reporting, and integrations, escalating complex cases when appropriate. - Write basic to intermediate scripting queries to investigate customer data problems. - Update and maintain the customer support knowledge base with accurate troubleshooting guides, and collaborate with internal teams to keep customer-facing documentation current. - Act as a bridge between customers and internal teams, escalating feedback and technical issues, and providing backup support to the Engineering team during manual testing. - Track and report on common customer issues, suggesting process improvements, and staying current with product changes and support best practices.

Requirements - 0-2 years of relevant experience in customer support or a junior technical role. - Basic to intermediate scripting language capability in tools such as SQL, JavaScript, or similar. - Excellent verbal and written communication skills for conveying technical information clearly. - Strong problem-solving abilities with a creative, solution-oriented approach. - Adaptability to shifting priorities and a strong customer focus that values user experience.

Nice to have - Currently studying for relevant certifications such as scripting or database basics, Cloud Fundamentals, or SFDC.

Benefits and work setup - Remote work setup. - Salary range of $55,000 to $65,000, dependent on qualifications, experience, and location. - Unlimited PTO, paid holidays, and volunteer time off. - Competitive medical, dental, and vision coverage, 401(k) matching, paid parental leave, and a remote work stipend.