Support Specialist (Customer & Technical Support)

Application Instructions

To be considered for this role, please submit:

1. A link to your most recent resume.
2. A brief introduction summarizing your relevant support experience.
3. Include the word CSTECH at the beginning of your application.

Applications that do not follow the instructions above will not be reviewed.

Do You Enjoy Solving Problems?

We’re looking for a Customer & Technical Support Specialist who enjoys troubleshooting issues, helping customers, and finding solutions.

This isn’t a purely customer service role. You’ll be expected to investigate problems, think critically, and take ownership of customer concerns until they’re resolved. The ideal candidate is resourceful, detail-oriented, and comfortable working independently while collaborating with teammates when needed.

If you enjoy solving technical challenges and delivering excellent customer experiences, we’d love to hear from you.

⸻

What You’ll Be Doing

* Support customers through phone, email, and chat.
* Troubleshoot technical, account, and product-related issues.
* Investigate problems and identify root causes.
* Guide customers through troubleshooting steps and recommended solutions.
* Escalate complex issues when necessary with complete and accurate documentation.
* Work closely with internal teams to resolve customer concerns efficiently.
* Maintain detailed records of customer interactions and resolutions.
* Identify recurring issues and suggest improvements to workflows, processes, and documentation.
* Follow up on open cases and ensure timely resolution.
* Deliver a professional and customer-focused support experience.

⸻

What We’re Looking For

Must-Have Qualifications

* 2+ years of experience in Technical Support, Customer Support, Help Desk, SaaS Support, Software Support, or a similar customer-facing role.
* Excellent written and spoken English communication skills.
* Strong troubleshooting, analytical, and critical-thinking abilities.
* Ability to manage multiple priorities in a fast-paced environment.
* Strong organizational skills and attention to detail.
* Ability to learn new systems, tools, and processes quickly.
* Reliable high-speed internet connection and a dedicated remote workspace.
* Availability to work a rotating schedule, including evenings, weekends, and holidays.

Nice-to-Have Experience

* Supporting POS (Point-of-Sale) systems.
* Supporting Property Management Systems (PMS).
* Supporting SaaS products or software applications.
* Hospitality, retail, or eCommerce industry experience.
* Shopify, WooCommerce, ShipStation, or similar platforms.
* Zendesk, Freshdesk, Zoho, Intercom, Salesforce, or similar support tools.
* Ticket management, issue escalation, and technical documentation.