Customer Support Technician (Remote)

Aspira; Dallas (TX); Remote; USD 42,000 - 66,000; Full time

Job summary

Aspira is seeking a Customer Service Technician to deliver high-quality support via phone, chat, and email in a remote setting. You will educate users on campground property management software, strive for top customer satisfaction, and uphold the company values while assisting customers with outdoor resources.

Ideal candidates have strong communication, adaptability, and a passion for helping customers enjoy outdoor experiences through technology.

Qualifications

• 2+ years in customer or technical support, help desk, or related field.
• Experience with web-based software platforms and cloud-based systems.
• Experience in a Software/SaaS environment is preferred.
• Experience with CRM or ticketing systems; HubSpot is a plus.
• Strong written and verbal communication with a customer-first mindset.

Responsibilities

• Provide phone, email, chat support to troubleshoot issues and guide users.
• Own customer issues from start to finish with empathy and urgency.
• Research answers and guide users through corrective steps.
• Explain features and functionality of software applications to customers.
• Encourage user self-service via knowledge base and resources.
• Identify enhancements and propose improvements for better UX.
• Continue learning about new features and deepen product knowledge.
• Represent Aspira culture with teamwork, transparency and accountability.

Skills

Technical troubleshooting

Customer-focused

Written & verbal comms

Team collaboration

Self-motivation

Education

Associate or Bachelor's degree

Tools

HubSpot CRM

Job description

About Aspira

For more than 40 years, Aspira has been the market-leading provider of software and services that help public agencies protect natural and cultural resources while making them accessible for all. Our platform supports everything from campground reservations to hunting licenses, helping millions of people discover, enjoy, and care for the outdoors.

We share our client partners' mission: to steward resources for future generations, create opportunities for genuine enjoyment of the outdoors today, and expand access so more people can experience its benefits.

Aspira is transforming its technology and service model to give agencies more capacity and insight—streamlined tools, smarter automation, and better connections with their communities. Our goal is simple: make it easier for our clients to conserve what matters most and for their customers to enjoy it to the fullest.

The Ideal Candidate

Aspira's Customer Service Technicians provide passionate, high-quality support via phone, chat, and email in a remote setting. They educate customers on products, thrive on supporting users on our campground property management systems, and uphold company values, often acting as outdoor advocates. They require excellent communication, adaptability, deep product knowledge, and a love of supporting campground and park customers. This position will focus on achieving high customer satisfaction on all service level metrics. If you resonate with supporting technology and customers in achieving outdoor experiences, this position is for you.

Key Responsibilities

• Provide top-notch phone, email, chat customer support to assist in troubleshooting issues and offering guidance, so users make the most of our software.
• Take ownership of customer issues through full resolution, being empathetic, adaptable, resourceful, and see the support experience through our customers' eyes.
• Deliver solutions by identifying problems, researching answers, and guiding users through corrective steps.
• Communicate with, educate, and inspire customers while explaining the features and functionality of software applications.
• Empower users to support themselves using our knowledge base and help resources.
• Identify software enhancements and recommend platform improvements that create better user experiences.
• Continue learning and education on new features and advancing knowledge in supporting users.
• Represent the Aspira Company culture, fostering teamwork, collaboration, transparent communication, and accountability within all actions.
• Have a collaborative mindset and a willingness to assist your teammates internally to achieve the best across the team.

Qualifications

• Strong technical troubleshooting skills including diagnosing software issues and replicating bugs.
• Excellent problem-solving, communication, and interpersonal skills along with patience, a customer-friendly attitude, and the ability to work in a team environment.
• Encompass a desire to learn, master and teach with a dedication to ensuring customer satisfaction.
• Strong work ethics and high level of initiative and efficiency.
• Great written and verbal communication skills that can be tailored to the client's needs.
• Helpful attitude and focus on customers and the team.
• A strong sense of urgency, flexibility, and ability to work within SLAs.
• Pride in your attendance and punctuality, with strong time management skills.
• Ability to change priority and go from task to task quickly and efficiently.
• Ability to work remotely and learn quickly in a self-directed environment with minimal supervision.

Desired Education and Experience

• 2+ years working in customer support, technical support, help desk, or related field.
• Associate or bachelor's degree, preferably in computer science, business, information systems, hospitality, communications, or relevant experience.
• Experience supporting web-based software platforms and familiarity with cloud-based systems.
• Experience working at a Software and/or SaaS company.
• Experience with CRM or ticketing systems, knowledge of HubSpot CRM is a plus.