Remote Technical Support Specialist

Aquila Software Group; Town of Florida (NY); Remote; USD 55,000 - 75,000; Full time

Job summary

Infinity Software, part of Aquila since 2021, seeks a Customer Support Specialist to be the trusted contact for a portfolio of 20–40 clients across the United States and Canada. You will manage inquiries, troubleshoot technical issues, and guide users through software features with clear, friendly communication.

This is a full-time, fully remote position within the United States or Canada, with working hours aligned to 9am–6pm ET.

Qualifications

• 2+ years in technical customer support in a startup or high-growth environment.
• Available to work 9:00 a.m. to 5:00 p.m. Pacific Time to support clients.
• Proficient with Microsoft Office, databases, and remote access tools.
• Growth mindset; comfortable learning new tools including chatbots and AI-enhanced help desks.
• Strong written and verbal communication; collaborative in a virtual team.

Responsibilities

• Provide timely, accurate customer support via phone, chat, and email; create tickets and triage inquiries.
• Research and document solutions; collaborate with Developers and Business Analysts to resolve issues.
• Gather client feedback and contribute to knowledge sharing and process improvements.

Skills

Technical support

Customer communication

Troubleshooting

Remote support

Tools

Microsoft Office

Databases

Remote access tools

Ticketing systems

AI-enabled help desk platforms

Job description

Infinity Software, part of Aquila since 2021, seeks a Customer Support Specialist to be the trusted contact for a portfolio of 20–40 clients across the United States and Canada. You will manage inquiries, troubleshoot technical issues, and guide users through software features with clear, friendly communication.

This is a full-time, fully remote position within the United States or Canada, with working hours aligned to 9am–6pm ET.