Customer Support Specialist

Swooped; United States; Remote; USD 31,000 - 54,000; Full time

Job summary

A dynamic tech company is looking for a Technical Support Specialist to enhance customer satisfaction and resolve technical inquiries. This fully remote position requires adaptability to various time zones and an eagerness to ensure excellent customer experiences while supporting a vibrant and growing team.

Benefits

100% Employer Covered Health Care Plan

401k with 4% company match

Unlimited Flex PTO

Flexible Sick Leave

Annual Events & Meetups

Stock Option Plan

Work From Home

Qualifications

• 1-2 years in a SaaS or technology-driven customer support role.
• Experience managing ticket queues and real-time call volumes.
• Strong verbal and written communication skills.

Responsibilities

• Respond to customer inquiries via phone, email, text, and chat.
• Troubleshoot and resolve technical issues.
• Manage call and ticket queues efficiently.

Skills

Technical troubleshooting

Customer communication

Attention to detail

Problem-solving

Multitasking

Education

1-2 years of experience in technical customer support

Tools

Jira

Intercom

Job description

2 days ago Be among the first 25 applicants

We are seeking an experienced, reliable, and customer-focused Technical Support Specialist (Tier 1) to join a growing support team. This role is ideal for someone who enjoys solving problems, is comfortable with technology, and can manage both real-time call volume and ticket queue work in Jira. In this role, you will be on the front lines helping customers, documenting issues, and ensuring a smooth handoff when escalation is needed. A strong attention to detail, clear communication, and a team-first attitude are key to success in this role.

This role requires schedule flexibility, as shifts may vary to support customers across different US time zones (East Coast and West Coast). The position is five days per week, with two days off that may not always fall on weekends (e.g., Tuesday-Saturday or Sunday-Thursday schedules).

Please note, candidates must be US-based.

Key Responsibilities

• Respond to customer inquiries via phone, email, text, and chat with professionalism, empathy, and a commitment to resolution.
• Troubleshoot common technical issues and walk customers through steps to resolve them.
• Manage and prioritize work from both the call queue and Jira support ticket queue throughout the day.
• Accurately log, update, and resolve tickets with clear documentation and consistent communication.
• Identify when issues need to be escalated and ensure clear context is provided to Tier 2 or cross-functional teams.
• Maintain performance metrics, follow established support protocols, and contribute to process improvements.
• Collaborate with cross-functional teams to ensure seamless customer support and issue resolution.
• Maintain a positive and empathetic attitude while assisting customers, ensuring a great customer experience.
• Assist in identifying common issues and providing feedback to improve knowledge bases and FAQs.
• Other duties as assigned.

Qualifications & Skills

• 1-2 years of experience in a technical customer support or help desk role, preferably in a SaaS or technology-driven environment.
• Experience using support platforms such as Jira and Intercom.
• Experience troubleshooting and working with basic technical tools.
• Ability to multitask and manage multiple tickets in a fast-paced environment.
• Strong problem-solving skills and attention to detail.
• Excellent verbal and written communication skills.
• Ability to remain patient and professional in challenging customer interactions.
• Experience working within a call and chat queue.
• Availability to work flexible schedules, including shifts that may not follow a Monday-Friday schedule (e.g., Tuesday-Saturday or Sunday-Thursday).

Why Join The Hiring Company?

• Opportunity to grow within a fully remote, dynamic, and supportive team.
• Work in a customer-first environment where your contributions make an impact from day one.
• Consistent five-day workweek with two scheduled days off.
• You will be welcomed into a culture that values trust and candor and allows team members the space to learn, grow, and thrive within this exciting company.

What to Expect in the First 60 Days

• Onboarding & Training: Get introduced to the team, company culture, and support processes, systems, and the products.
• Shadow & Learn: Observe experienced team members, review common customer inquiries, and begin handling simple tickets with guidance.
• Hands-On Support: Start responding to email, chat, text, and phone inquiries, gaining confidence in troubleshooting and issue resolution.
• Increased Independence: Manage a queue of customer inquiries, improve response times, and collaborate with the team to refine processes.
• 100% Employer Covered Health Care Plan for you and your family (Medical, Dental & Vision)
• Retirement Plan (A 401k with 4% company match is offered)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Unlimited Flex PTO, Flexible Sick Leave & 11 National Holidays)
• Parental Leave for both caregivers
• Annual Events & Meetups
• Work From Home (Fully Remote Team)
• Stock Option Plan

Note:

“We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer. Swooped helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS.”

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service, Administrative, and General Business

• Industries

  Computer and Network Security and Technology, Information and Media

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