Remote Customer Success & Tech Support Pro

StructureMedic; Kennesaw (GA); A distancia; USD 42.000 - 68.000; Jornada completa

Descripción de la vacante

StructureMEDIC seeks a Remote Support & Customer Success Specialist to provide frontline technical assistance and proactive guidance. This on-site role blends troubleshooting with relationship-building to drive product adoption and customer satisfaction.

Responsibilities include troubleshooting across hardware, software, and networks, creating knowledge-base content, and delivering training sessions to customers and partners.

Formación

• 1–4 years of experience in customer service or technical support roles.
• Strong verbal and written communication skills; able to explain technical concepts to non-technical users.
• Proficiency in troubleshooting hardware, software, and network issues.
• Experience using ticketing platforms (e.g., Zendesk, ServiceNow) and CRM systems.
• Ability to work collaboratively in a fast-paced, cross-functional environment.

Responsabilidades

• Respond to inbound customer inquiries via phone, email, and chat; diagnose and resolve issues within SLA targets.
• Guide users through product setup, configuration, and best-practice workflows to maximise value.
• Document incidents, solutions, and customer feedback in the ticketing system for knowledge-base enrichment.
• Collaborate with engineering and product teams to escalate complex problems and influence product improvements.
• Monitor customer health metrics and conduct regular check-ins to identify expansion or renewal opportunities.
• Deliver training sessions and webinars for new and existing users.
• Maintain up-to-date knowledge of product features, releases, and industry trends.

Conocimientos

Verbal communication

Written communication

Troubleshooting

Cross-functional collaboration

Herramientas

Zendesk

ServiceNow

CRM systems

Descripción del empleo

StructureMEDIC seeks a Remote Support & Customer Success Specialist to provide frontline technical assistance and proactive guidance. This on-site role blends troubleshooting with relationship-building to drive product adoption and customer satisfaction.

Responsibilities include troubleshooting across hardware, software, and networks, creating knowledge-base content, and delivering training sessions to customers and partners.