Remote Support Specialist — Tech Troubleshooter

Socket.dev; Virginia (MN); On-site; USD 40,000 - 44,000; Full time

Benefits offered by this job

Flexible PTO

Paid holidays

Remote-friendly

Job summary

Fetch is seeking a Support Specialist to serve as the daily link between users and our behind-the-scenes team. You will handle app-based email support, troubleshoot issues, and educate users on features, bugs, and best practices.

The role is full-time and can be based from a US office or fully remote within the United States. Expect a 3pm–11:30pm CST schedule, with weekends required, and a flexible PTO policy with holiday pay.

Qualifications

• Must be able to work 3 pm–11:30 pm CST, including weekends.
• Strong written communication and email etiquette.
• Ability to explain technical topics to varied audiences.
• Comfort with repetitive tasks and process adherence.
• Proactive in seeking feedback and improving performance.

Responsibilities

• Answer user questions via email using pre-written responses.
• Educate users on new features and product issues.
• Develop deep understanding of the application and how it works.
• Address user concerns regardless of technical background.
• Identify new vs. existing issues and respond appropriately.
• Provide service that prioritizes user retention.
• Meet daily, weekly and monthly performance goals.
• Stay up-to-date by consuming support communications and resources.
• Contribute to a fun, collaborative team culture.

Skills

Technical Proficiency

Fast Learner

Adapt to Change

Repetition Tolerant

Self-Motivated

Seeks Feedback

Positive Attitude

Professional & Accountable

Focus

Service Minded

Resourceful

Problem Solving

Team Mindset

Spanish Proficiency

Job description

Fetch is seeking a Support Specialist to serve as the daily link between users and our behind-the-scenes team. You will handle app-based email support, troubleshoot issues, and educate users on features, bugs, and best practices.

The role is full-time and can be based from a US office or fully remote within the United States. Expect a 3pm–11:30pm CST schedule, with weekends required, and a flexible PTO policy with holiday pay.