Technical Support Specialist - SPOL

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Technical Support Specialist - SPOL based in United States.

This role serves as a frontline technical resource, helping customers resolve product and software-related questions while ensuring a consistently positive experience.

You will combine technical troubleshooting, product knowledge, and clear communication to help users get the most value from their solutions.

The position works closely with Customer Success, Product, and Development teams to resolve issues and identify opportunities for product improvement.

You will manage multiple support cases while contributing to knowledge bases, FAQs, training materials, and other self-service resources.

The role also provides opportunities to participate in product testing and communicate customer insights back to technical teams.

Success requires curiosity, ownership, attention to detail, and the ability to make complex technical information accessible to non-technical users.

This is an opportunity to grow your support expertise in a fast-paced SaaS environment while making a direct impact on customer satisfaction and product quality.

Accountabilities:

• Provide timely, accurate, and empathetic technical and product support through ticketing systems, help centers, CRM platforms, phone, and email.
• Maintain strong subject-matter knowledge of products, services, software tools, workflows, and relevant industry standards through continuous learning.
• Manage customer inquiries and support cases efficiently while maintaining high standards of quality, responsiveness, and customer satisfaction.
• Troubleshoot customer issues, identify root causes, and provide practical solutions or guidance.
• Collaborate with Customer Success, Product, Development, and other internal teams to resolve complex client needs and share insights that can improve products and services.
• Track open issues through resolution and maintain clear, proactive communication with customers regarding progress and follow-up.
• Create and maintain customer-facing resources, including knowledge base articles, FAQs, newsletters, documentation, and training materials.
• Participate in testing new product features and releases, providing feedback based on customer needs and support experience.
• Deliver live or virtual training and help customers make effective use of available products and resources.
• Contribute to the continuous improvement of support processes, tools, documentation, and customer experience.

Requirements:

• Have at least 3 years of experience in customer support, customer success, technical support, or a related role.
• Demonstrate outstanding communication, interpersonal, and problem-solving skills, with the ability to explain complex topics clearly to non-technical audiences.
• Have strong attention to detail, organization, and time-management skills, with the ability to manage multiple support cases simultaneously without compromising quality.
• Demonstrate a positive, collaborative, and accountable approach to working with customers and internal teams.
• Be comfortable working independently while adapting to changing customer needs, priorities, technologies, and processes.
• Demonstrate strong technical proficiency and the ability to quickly learn and apply knowledge of software tools, systems, and workflows.
• Have experience delivering live or virtual training and developing self-service resources such as knowledge base articles, FAQs, and user documentation.
• Demonstrate a customer-first mindset, empathy, active listening, ownership, and a commitment to delivering excellent client experiences.
• Experience supporting SaaS or B2B software platforms is preferred.
• Experience with Salesforce Service Cloud, Jira, Salesforce, HubSpot, or similar support and CRM platforms is advantageous.
• Experience collaborating with Product or Engineering teams on feature testing and customer feedback is preferred.
• Certifications or coursework in customer support, ITIL, or help desk systems are a plus.
• Experience delivering remote training through Microsoft Teams, Zoom, or similar platforms is beneficial.
• Familiarity with foundational AI concepts and the ability to learn and apply emerging technologies is advantageous.
• The final candidate must be able to meet U.S. employment requirements and successfully complete a required background check.

Benefits:

• Comprehensive health coverage is available beginning on the first day of employment.
• A U.S. 401(k) plan provides a 1:1 match on the first 3% of contributions and a 0.5:1 match on the next 2%, resulting in a 4% match when contributing 5% of salary.
• The 401(k) plan offers both pre-tax and Roth contribution options, with eligibility beginning on the first of the month after 90 days and immediate vesting.
• Flexible, uncapped paid time off supports work-life balance.
• All employees receive 12 weeks of paid parental leave.
• Remote employees receive a $75 USD monthly stipend for phone and internet expenses.
• Employees receive a generous holiday schedule.
• The role offers opportunities for professional development and growth within a technology-focused environment.
• The position supports remote work and collaboration across customer-facing and technical teams.