Remote Technical Customer Support Representative

Summary

Join 12twenty as a Technical Customer Support Representative and become part of a fast-growing team focused on resolving complex technical issues. This role involves managing a high volume of support tickets, troubleshooting problems related to APIs, SSO, and data integration, and providing excellent customer service. You will need 2-3 years of experience in a technical support role within a tech company, strong technical aptitude, and excellent communication skills. The position offers opportunities for growth, starting as a junior technical account manager and progressing to a Tier 2 role. Competitive salary, generous PTO, full benefits (including 401k), remote work flexibility, and regular team activities are included.

Requirements

• 2-3 years of experience in a technical support role, ideally in a tech company
• Strong technical aptitude with experience handling APIs, SSO, and data integrations
• Excellent communication skills with the ability to translate technical details into clear, customer-friendly responses
• Ability to manage high ticket volume while maintaining a personable and customer-centric approach
• Growth mindset with a passion for learning new tools and technologies

Responsibilities

• Efficiently manage and resolve a high volume of technical support tickets
• Provide friendly, professional customer service while troubleshooting issues related to APIs, SSO, and data integration
• Learn and master new tools quickly to stay current with evolving product offerings
• Collaborate with internal teams to escalate and resolve complex technical issues
• Bring an outside perspective to assess ticket volume and workflows
• Work closely with junior technical account managers and team members to build a seamless support process

Preferred Qualifications

Experience in higher education support is a plus but not required

Benefits

• Competitive salary
• Generous PTO policy
• Full benefits, including 401(k)
• Regular team happy hours and activities
• Remote work flexibility
• Medical, dental, and vision benefits
• 401(k)
• Paid time off
• Equity