Technical Support Specialist
Posted 26 days ago
You'll complete your application on Hireframe's career site.
About the Role
We are looking for a remote Technical Support Specialist to provide exceptional assistance by resolving product malfunctions, assisting clients with technical tasks, and acting as a liaison between users and our technical staff. You will manage your own caseload from inception to completion, keeping users informed via SMS, email, and telephone. This position suits a seasoned expert capable of handling intricate support tasks autonomously in a fast-paced setting. You will help enhance our support systems by highlighting common problems and updating our procedural guidelines and diagnostic resources. Working closely with the Field, Engineering, and Customer Experience teams, you will help adapt our support operations to shifting requirements, while documenting all activities to support our standards for operational quality and efficiency.
Requirements
- A minimum of three years of professional experience in technical support or remote troubleshooting.
- Ability to manage vague scenarios without adhering to rigid scripts.
- Skilled at communicating clearly with a wide range of stakeholders, including engineers, field service personnel, and customers without technical backgrounds.
- Must be available to work during standard U.S. business hours.
- Experience creating standard operating procedures, knowledge base articles, or support macros is a plus.
- Background in field service, appliances, connected devices, or hardware is highly valued, and HVAC knowledge is beneficial.
- Fluency in both English and Spanish is strongly desired.
- Must be a senior-level, independent contributor.
Responsibilities
- Resolve product errors by applying defined diagnostic methods and instruments.
- Perform initial assessments by asking precise questions, logging observations, and deciding on subsequent actions.
- Manage individual cases until they are closed, providing regular status updates to clients.
- Organize site visits with internal staff or service partners and track the results of these appointments.
- Submit reports to the Engineering department for difficult or ongoing technical problems, including a thorough description of the situation, prior attempts at resolution, and necessary background information.
- Keep comprehensive records of all support interactions in Jira, Zendesk, and related internal platforms.
- Help improve departmental efficiency by pinpointing repeating patterns and recommending updates to support materials and documentation.
Benefits & Perks
- Permanent remote work options.
- Paid time off.
- Access to an HMO insurance plan.
- Annual performance-based bonuses.
- Opportunities for career advancement.
- Access to professional coaching for consistent skill development and mentorship.
Note: This listing is summarized and paraphrased by WorkNow from a publicly posted role. For the original wording and full details, please refer to the employer's official posting.
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