Technical Support Specialist

Summary

Join Conversica as a Technical Support Specialist (Tier 1) and be the first point of contact for customer support. This entry-level, remote position requires providing excellent service, troubleshooting technical issues, and managing support tickets through internal systems like Zendesk and Salesforce. Collaborate with other teams, identify recurring problems, and contribute to the knowledge base. The ideal candidate possesses 1+ years of experience in a relevant support role, strong communication and technical skills, and familiarity with support tools. A high school diploma is required, and an associate degree or higher is preferred. Conversica offers a comprehensive benefits package.

Requirements

• 1+ years in a SaaS, IT, or Help Desk support role (or relevant internship experience)
• Excellent written and verbal communication skills
• Strong technical aptitude and problem-solving skills
• Ability to work independently and prioritize multiple tasks in a fast-paced environment
• Familiarity with support tools such as Zendesk, JIRA, Salesforce, or similar
• Basic understanding of CRMs, marketing platforms, or willingness to learn
• Interest in learning foundational SQL concepts over time
• High school diploma or equivalent required; associate degree or higher preferred
• Willingness to occasionally work weekends or holidays as needed

Responsibilities

• Deliver timely and professional support to customers via email, phone, and live chat
• Troubleshoot and diagnose technical issues related to Conversica’s software, following standardized processes
• Use internal systems (e.g., Zendesk, Salesforce) to manage, prioritize, and track support tickets
• Escalate complex issues to Tier 2 support and proactively communicate status updates to stakeholders
• Identify recurring issues or trends and share observations with the team
• Apply product customizations and optimizations submitted by the Customer Success team
• Support the knowledge base by documenting common solutions or FAQs
• Collaborate with teammates to ensure a high-quality customer support experience

Benefits

Health, dental, vision, PTO, holiday pay, and 401(k)