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Customer Technical Support Specialist

Job Description

Are you a tech-savvy problem solver with a passion for helping customers? We are looking for a dedicated Customer Technical Support Specialist to join our team. As a Customer Technical Support Specialist, you will be the front line of assistance for our customers, providing solutions to their technical issues and ensuring a positive customer experience. If you have excellent communication skills, a deep understanding of our products, and a commitment to delivering top-notch support, we want to hear from you.


  • Act as the first point of contact for customers seeking technical assistance through various communication channels (phone, email, chat, or ticketing system)
  • Diagnose and troubleshoot technical issues related to our products or services
  • Provide step-by-step guidance and resolutions to customer problems
  • Collaborate with other technical support team members to resolve complex issues
  • Document and track customer interactions and resolutions in a CRM system
  • Escalate unresolved issues to the appropriate teams for further investigation
  • Stay up-to-date with product knowledge and industry trends to provide accurate information and solutions
  • Maintain a high level of customer satisfaction through effective communication and timely issue resolution
  • Educate customers on product features, functionality, and best practices
  • Identify opportunities for process improvements to enhance the customer support experience
  • Create and maintain knowledge base articles and documentation for commonly encountered issues
  • Assist with training and onboarding of new customer support team members when needed.

Qualifications & Skills

  • High school diploma or equivalent; bachelor's degree in a related field is a plus.
  • Proven experience in a customer technical support role or similar position.
  • Strong technical aptitude and the ability to learn and understand complex products quickly.
  • Excellent problem-solving and analytical skills.
  • Outstanding communication and interpersonal skills, both written and verbal.
  • Patience and empathy when dealing with customers facing technical challenges.
  • Familiarity with customer support software and CRM systems.
  • Ability to work effectively both independently and as part of a team.
  • A customer-centric mindset with a commitment to delivering exceptional service.
  • Willingness to work flexible hours, including evenings and weekends if necessary.
  • Knowledge of IT troubleshooting, network configurations, and hardware/software installations is a plus.
  • Certification in customer service or technical support is a plus.


  • Good communication skills.
  • Speak and write in English.
  • Minimum of 3 years of experience.

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