About the role
Customer Support & Technical Specialist
Schedule and Pay:
- Monday through Friday, 8:00 AM – 5:00 PM
- $18 per hour
- Temp-to-Hire
The Customer Support & Technical Specialist is responsible for providing front-line assistance to clients by resolving Tier 1 technical issues, assisting with website navigation, and managing support tickets in a timely and professional manner. The role combines customer service with technical troubleshooting, ensuring clients receive accurate guidance, clear communication, and a positive support experience. This position also plays a critical role in capturing customer feedback, identifying recurring issues, and sharing insights with internal teams to improve products, processes, and overall client experience.
Essential Functions and Responsibilities:
- Respond promptly to support requests via phone and email.
- Troubleshoot and resolve Tier 1 technical issues including login/access problems, website navigation, and basic functionality errors.
- Create, track, and manage support tickets through standardized systems.
- Provide clear, step-by-step guidance to clients on system use and product features.
- Maintain up-to-date knowledge of company products, services, and system updates.
- Communicate trends, common issues, and client feedback to internal teams to support product and process improvements.
Preferred Skills and Experience:
- Strong problem-solving skills with the ability to troubleshoot issues and guide users through technical solutions.
- Excellent written and verbal communication skills across multiple communication channels.
- Ability to prioritize and manage multiple support tickets while maintaining accuracy and attention to detail.
- Comfortable learning new systems and processes through documentation, training resources, and hands-on experience.
- Self-motivated with the ability to work independently, manage priorities, and thrive in an individual contributor role with minimal day-to-day supervision.
- Proficient in Microsoft Office applications; experience with ticketing systems or CRM platforms is a plus.
- Strong organizational skills with the initiative to seek out resources, solve problems independently, and know when to escalate issues appropriately.
Minimum Basic Qualifications:
- High School Diploma or GED equivalent.
- 1+ year of customer service or technical support experience, preferably in a high-volume support environment.
- Ability to work independently and manage time effectively.
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