Remote Technical Support Specialist

Summary

Join Qatium, a cloud-based developer of digital water technology, as a hybrid technical writer and L1 support representative. Work remotely (UTC-4/UTC+4 timezone) with a flexible schedule (30h/week). Contribute to creating intuitive documentation and supporting users in achieving the best use of the Qatium platform.

Responsibilities

• Reviewing our internal documentation
• Producing and maintaining high-quality documentation that is appropriate for our users
• Writing easy-to-understand online help articles, tutorials and developer guides
• Collaborating to create tutorials to help users use all the functionalities in Qatium
• Analyzing existing and potential content, focusing on reuse and single-sourcing opportunities
• Ensure customer tickets are addressed and resolved in a timely manner
• Proactively engage with users having issues, and keep them informed of the development of solutions should those lengthen
• Resolve customer requests and support issues via inbound call, outbound follow-ups, email, and/or chat
• Triage issues detected from application usage
• Diagnostic issues and find workarounds if possible
• Engage with the development team to escalate bugs, problems, or missing information
• Identify, resolve, and or escalate risks that may impact the business to the success team
• Maintain documentation in troubleshooting or Help Center articles
• Provide product and customer experience feedback to the product team