Technical Customer Support Specialist - (Remote - US or Canada)

Jobgether; Canada; Remote; USD 50,000 - 60,000; Full time

Job summary

An innovative talent matching platform is seeking a Technical Customer Support Specialist. In this dynamic role, you will provide expert-level support, focusing on diagnosing and resolving complex issues related to financial management solutions and alarm monitoring systems. Collaborating with internal teams, you will ensure seamless user experiences and contribute to knowledge base articles. This position offers the flexibility to work remotely, in-office, or hybrid, along with comprehensive health benefits and a generous time-off policy. If you are passionate about customer service and technology, this opportunity is perfect for you!

Benefits

Comprehensive health and wellness benefits

401(k) with up to a 4% match

Flexible and generous time-off policy

Employee Stock Purchase Program

Annual wellness stipend

Qualifications

• 2+ years of experience in customer-facing technical support.
• Strong proficiency in English with excellent communication skills.

Responsibilities

• Monitor and respond to technical support tickets and customer inquiries.
• Diagnose and resolve complex technical issues related to financial management.

Skills

Technical Support

Application Troubleshooting

OS Troubleshooting

Network Troubleshooting

Customer Advocacy

Communication Skills

Tools

PSIM (Physical Security Information Management)

Job description

Technical Customer Support Specialist - (Remote - US or Canada)

About Jobgether
Jobgether is a Talent Matching Platform that partners with companies worldwide to efficiently connect top talent with the right opportunities through AI-driven job matching.

One of our companies is currently looking for a Technical Customer Support Specialist in the United States or Canada.

In this role, you will provide expert-level technical support for customers, focusing on diagnosing and resolving complex issues related to financial management solutions and alarm monitoring systems. As part of the Tier 1 support team, you will handle customer inquiries, troubleshoot technical problems, and ensure seamless user experiences by managing and escalating tickets when necessary. Your responsibilities will include closely collaborating with internal teams, contributing to knowledge base articles, and ensuring timely resolutions for all support cases. This role requires a strong technical foundation combined with customer-focused problem-solving skills.

Accountabilities:

• Monitor and respond to technical support tickets, escalations, and customer inquiries in a timely manner
• Diagnose and resolve complex technical issues related to financial management and alarm monitoring systems
• Collaborate with the support and customer success teams to elevate and address technical challenges
• Provide clear and detailed feedback, updates, and solutions to customers, maintaining professionalism at all times
• Contribute to knowledgebase articles and internal documentation to improve team efficiency
• Manage multiple priorities and deliver timely solutions in a fast-paced, 24/7 environment
• Represent the voice of the customer, advocating for their needs and ensuring continuous improvement in the support process

Requirements:

• 2+ years of experience in customer-facing technical support, with expertise in application, OS, or network troubleshooting
• Strong proficiency in English (C1 level), with excellent written and verbal communication skills
• Familiarity with performance monitoring, problem determination, and security protocols
• Experience with PSIM (Physical Security Information Management) or alarm monitoring systems is a plus
• Ability to quickly learn and adapt to new products, technologies, and troubleshooting tools
• Strong customer advocacy skills with an empathetic approach to solving problems
• Availability to be on call and work in a 24x7 support environment
• Ability to work remotely and collaborate effectively across time zones

Benefits:

• Flexibility to work remotely, in-office, or hybrid within your country of employment
• Comprehensive health and wellness benefits, including an annual wellness stipend
• 401(k) with up to a 4% match and immediate vesting
• Flexible and generous time-off (FTO) policy
• Employee Stock Purchase Program
• Target base compensation of $50,000 - $60,000 annually, with variations depending on experience and location
• Equal opportunity employer committed to diversity and inclusion in the workplace

Jobgether hiring process disclaimer: This job is posted on behalf of one of our partner companies. If you choose to apply, your application will go through our AI-powered 3-step screening process, where we automatically select the 5 best candidates.

Our AI thoroughly analyzes every line of your CV and LinkedIn profile to assess your fit for the role, evaluating each experience in detail. When needed, our team may also conduct a manual review to ensure only the most relevant candidates are considered.

Our process is fair, unbiased, and based solely on qualifications and relevance to the job. Only the best-matching candidates will be selected for the next round.

If you are among the top 5 candidates, you will be notified within 7 days. If you do not receive feedback after 7 days, it means you were not selected. However, if you wish, we may consider your profile for other similar opportunities that better match your experience.

Thank you for your interest!

Seniority level: Mid-Senior level

Employment type: Full-time

Job function: Customer Service

Industries: Non-profit Organizations and Primary and Secondary Education