Platform Science is hiring a
Tech Support Specialist, Remote - United States

Summary

Platform Science is looking for a Tech Support Specialist to join their Customer Success team in San Diego, CA. The role involves resolving customer technical issues, recommending solutions, and guiding product users through features and functionalities. The shift will be from Friday - Tuesday 5:30am - 1:30pm PST.

Requirements

• Proven work experience as a Technical Support Representative, Desktop Support Engineer, IT Help Desk Technician or similar experience
• Good understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and troubleshoot basic technical issues
• Familiarity with remote desktop applications and help desk software (eg. Salesforce)
• Ability to provide step-by-step technical help, both written and verbal
• Experience using help desk software and remote support tools
• Excellent communication and problem-solving skills
• Ability to work well under pressure
• Flexibility to potentially work shift hours

Responsibilities

• Resolving customer questions, recommending technical solutions, and guiding product users through features and functionalities
• Diagnose and troubleshoot technical issues, including heavy android application support
• Track calls to resolution, within agreed time limits
• Talk customers through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
• Properly escalate unresolved issues to appropriate internal teams (e.g. Tier 2, manager or other)
• Provide prompt and accurate feedback to customers and log cases in Salesforce
• Document technical knowledge in the form of Knowledge Base articles within Salesforce
• Maintain courteous and professional relationships with clients
• Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
• Update our internal databases with information about technical issues and useful discussions with customers
• Share feature requests and effective workarounds with team members
• Gather customer feedback and document using company tools

Benefits

• Medical, dental, and vision insurance
• Short-term and long-term disability insurances
• AD&D and life insurance
• 401k plan
• Paid vacation, sick leave and holidays
• Six weeks of paid parental leave