Remote Support & Customer Success Specialist

StructureMedic; Kennesaw (GA); Remote; USD 42,000 - 68,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Verbal communication

Written communication

Troubleshooting

Cross-functional collaboration

Tools

Zendesk

ServiceNow

CRM systems

Job description

StructureMEDIC provides 24/7 damage restoration services for water, fire, storm, and mold-related property damage in Kennesaw, Georgia. The company helps homeowners and property owners respond quickly when emergencies threaten their buildings and works to restore spaces back to safe, livable condition.

StructureMEDIC is focused on fast response and dependable service in urgent situations. As a small local company, it offers the chance to have a direct impact on customers during high-stress moments while helping the business grow its reputation for speed and quality.

About the role

The Remote Support & Customer Success Specialist provides front‑line technical assistance and proactive guidance to ensure customers achieve their goals with our products. This on‑site position blends troubleshooting with relationship building to drive adoption and satisfaction.

Key responsibilities

• Respond to inbound customer inquiries via phone, email, and chat, diagnosing and resolving technical issues within SLA targets.
• Guide users through product setup, configuration, and best‑practice workflows to maximize value.
• Document incidents, solutions, and customer feedback in the ticketing system for knowledge‑base enrichment.
• Collaborate with engineering and product teams to elevate 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.

Required qualifications

• 1–4 years of experience in customer service or technical support roles.
• Strong verbal and written communication skills, with the ability to explain technical concepts to non‑technical users.
• Proficiency in troubleshooting hardware, software, and network issues.
• Demonstrated success in managing multiple tickets while maintaining high customer satisfaction scores.
• Experience using ticketing platforms (e.g., Zendesk, ServiceNow) and CRM systems.
• Ability to work collaboratively in a fast‑paced, cross‑functional environment.

Nice to have

• Familiarity with SaaS platforms and API integrations.
• Certification in IT support (e.g., CompTIA A+, ITIL).
• Experience delivering virtual training or webinars.
• Knowledge of data privacy and security best practices.