Technical Customer Support Specialist

Summary

Join Teramind's Support team as a Customer Support Specialist, providing timely and empathetic help to customers via chat and email. Maintain positive customer relations and satisfaction. Become a product expert, understanding product functionality to resolve or escalate tickets. Communicate effectively with technical and non-technical users, supporting a wide range of technologies. Identify trends in support requests to create long-term solutions. This is a remote position, offering flexibility and the chance to work from anywhere. The role requires a minimum of two years of relevant experience and strong communication and interpersonal skills.

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 preferred)
• 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

Benefits

• Career-growth opportunities
• Flexible Time Off and Paid Time Off benefits