Some support issues are simple. Others take patience, judgment, and a little more experience to resolve. We're looking for the person people turn to when the usual fix isn't enough.
What is the pay?
$60,000 - $74,000 per year, based on experience
Individual performance-based bonus up to 10% of salary
Company performance-based bonus up to 10% of salary
What are the benefits?
Fully remote position
Competitive health, dental, and vision insurance
401(k) with up to 6% company match
40 days of paid time off, inclusive of vacation, sick days, and holidays
$200/month home-office stipend
Promote-from-within culture with clear opportunities for advancement
What will I be doing?
Providing customer support and basic technical support via phone, live chat, ticketing systems, and occasional video calls
Resolving complex cases escalated by Customer Support Representatives
Troubleshooting both common and uncommon account and software-related issues for our clients' users
Guiding users through solutions in a clear and patient manner
Identifying patterns in escalated cases and surfacing insights to leadership
Escalating complex cases through structured workflows
Documenting issues and resolutions accurately within internal systems
Contributing to knowledge base articles for both common and uncommon issues
Following established processes to deliver consistent, high-quality support
Representing client brands with empathy and professionalism
What are the requirements?
Able to diagnose and resolve common software-related issues including login errors, access permissions, and account billing resolutions
Excellent written communication, including grammar, punctuation, and spelling
Comfortable navigating multiple software systems simultaneously
Fast, reliable internet connection and a distraction-free work environment
What additional qualifications could I have?
2+ years customer service, help desk, or other customer-facing support experience
1+ year experience with phone, live chat, and ticketing software systems such as Zendesk, Intercom, or similar
What shifts are available?
This role supports 24/7 coverage across our client base, with 3 different shift schedules available. Team members work a rotating 5-on / 2-off schedule, with days off shifting periodically so that weekend shifts are shared equally across the team. Each shift is 8 hours and averages 40 hours per week.
Day Shift: 8:00 AM - 4:00 PM Central Time (CT)
Great customer support is about more than resolving issues -- it's about creating trust, solving problems, and helping people feel supported when something isn't working. If that sounds like the kind of work you do best, we'd love to hear from you!