Technical Customer Support Specialist

Summary

Join Teramind's growing team as a Customer Support Specialist, providing exceptional technical support to our global clientele. You will be the first point of contact for customers via chat and email, ensuring high customer satisfaction. This role requires strong technical skills, excellent communication abilities, and the capacity to translate complex technical information into easily understandable terms. The position offers a remote work opportunity, competitive salary, and various benefits, including flexible time off and ongoing training and development. We value a collaborative and inclusive work environment, and we are seeking a candidate who can contribute to our team's success. The ideal candidate will have at least two years of relevant experience and a solid understanding of various operating systems and ticketing systems.

Requirements

• Minimum 2 years of relevant experience as technical support/support engineer/customer support or in a similar role
• Ability to navigate comfortably in Linux, Windows, and MacOS
• Good knowledge of working with ticketing systems
• Basic knowledge of SQL (PostgreSQL)
• Basic knowledge of servers
• A thoughtful communicator who is excellent at communicating through a variety of channels that require both written and verbal skills in English
• Strong interpersonal skills and ability to work with customers & cross-functional teams
• Has strong reading comprehension and attention to detail
• Has customer service experience and familiarity with ticketing systems or other written customer interactions
• Ability to translate intricate technical details to simple, understandable terms

Responsibilities

• Provide technical support to our customers
• Maintain high customer satisfaction while managing operational expectations
• Become a product expert and maintain a deep understanding of product functionality
• Evaluate and analyze issues & their impact to resolve or escalate tickets as needed
• Communicate thoughtfully to provide answers to questions for both technical and non-technical end users while also supporting a wide range of technologies
• Identify trends in support requests to help create long-term solutions

Preferred Qualifications

• ITIL methodology
• Agile methodology
• Development skills
• Basic understanding of B2B SaaS products, IT security

Benefits

• Competitive salary with a focus on a global market
• Career-growth opportunities
• Flexible Time Off and Paid Time Off benefits
• Ongoing training and development opportunities
• This is a remote job. Work from anywhere!