Customer Care - Technical Support Specialist

OSI Engineering; Tucson (AZ); On-site; USD 42,000 - 65,000; Full time

Benefits offered by this job

Competitive salary

Performance bonus

Equity

401(k) matching

Free lunches

Unlimited snacks

Job summary

OSI Engineering, Inc. in Tucson, AZ is seeking a Customer Support / Care Experience Specialist to answer incoming calls about technical products. You will help create a positive experience in a collaborative team environment.

Responsibilities include assisting customers via phone, email, or chat, identifying trends, and relaying process improvements. The role emphasizes clear communication, patience, and the ability to explain technical topics to diverse audiences.

Qualifications

• 1–2 years of recent tech support experience (Mac/Windows preferred).
• Ability to learn quickly and train or teach others.
• Ability to explain technical topics to all audiences.
• Excellent written and verbal communication skills.
• Patience, empathy and a positive mindset.
• Experience with API development and third-party integrations is a plus.

Responsibilities

• Interact with customers via phone, email, or chat to provide product support.
• Ensure appropriate actions are taken to resolve problems and concerns.
• Capture insights to identify trends and emerging issues.
• Report process issues that require updates or adjustments.
• Engage in ongoing training to understand all company products and features.

Skills

Communication

Patience

Empathy

Learning ability

Tech support experience

Job description

As a Customer Support / Care Experience Specialist, you will primarily be responsible for answering incoming calls regarding the usage of technical products. The ideal candidate will be passionate about creating a positive customer experience in a team-oriented environment.

Responsibilities:

• Interact with customers via telephone, email, or online chat to provide support and information on products / services
• Ensures that appropriate actions are taken to resolve customer problems and concerns
• Capture insights from customer interactions to identify trends and emerging issues
• Report process issues that require updates or adjusting
• Engage in ongoing training for a comprehensive understanding of all company products and features

Qualifications:

• Minimum of 1-2 years of recent tech support experience (Mac and Windows preferred)
• Ability to learn quickly and then help train or teach others
• Ability to explain technical topics to all audiences
• Excellent written and verbal communication skills
• Patience, empathy, and a positive mindset
• Experience with API development and integration with third-party services, a nice to have

What we offer:

• Competitive salary and performance bonus
• Equity
• 5% matching 401(k) Plan
• In-office free lunches and unlimited snacks