Technical Support Specialist

Summary

Join Order Desk, a remote-first company committed to diversity and inclusion, as a full-time Technical Customer Support Specialist. You will primarily handle customer inquiries via email and video calls, troubleshooting complex software issues and explaining technical concepts clearly. This role requires at least two years of email-based technical support experience in SaaS, strong analytical and writing skills, and the ability to work within Pacific Standard Time (PST) hours. The company offers competitive salaries, flexible time off, paid parental leave, access to wellness and health services, and a technology upgrade program. Order Desk values a collaborative and supportive work environment, prioritizing quality over quantity and fostering a culture of continuous learning and growth.

Requirements

• Minimum 2 years of working directly within email-based technical support in SaaS or combined technical and writing experience
• Extensive experience troubleshooting complex software issues
• Ability to concisely explain technical concepts in a non-technical way and a passion for meeting customers where they are in their tech knowledge
• Fluency in both written and spoken English
• Ability to work between Pacific Standard Time (US) hours of 9am to 6pm permanently, regardless of your physical location

Responsibilities

• Handle customer inquiries primarily through email and to a lesser extent by video call
• Troubleshoot complex software issues
• Explain technical concepts concisely in a non-technical way

Preferred Qualifications

• Experience troubleshooting APIs, JSON, and utilizing application log analysis
• Sound knowledge of key data flow/transfer protocols such as SFTP and FTP
• Experience with rule-based automation and complex settings
• Experience helping new users implement SaaS applications in a B2B environment

Benefits

• Flexible time off
• Paid parental leave
• Access to wellness and health services
• Technology upgrade program