Remote Technical Support Specialist

Radicle Health; United States; À distance; USD 55 000 - 65 000; Plein temps

Avantages offerts par ce poste

Unlimited PTO

Medical, dental, and vision coverage

401k matching

Paid holidays

Volunteer time off

Paid parental leave

Résumé du poste

Radicle Health is seeking a Technical Support Specialist to deliver outstanding customer service by resolving inquiries, troubleshooting product issues, and partnering with cross-functional teams to ensure quick, high-quality resolutions.

You will respond via email and virtual meetings, document solutions, and contribute to knowledge base updates while supporting engineering and product teams to improve the customer experience.

Qualifications

• 0-2 years of experience in customer support or junior technical role.
• Pursuing relevant certifications preferred but not required (scripting/Database basics, Cloud Fundamentals, SFDC).
• Strong written and verbal communication and customer-centric mindset.

Responsabilités

• Respond to customer inquiries via email and virtual meetings with professionalism and accuracy, ensuring timely resolutions to meet customer needs.
• Resolve customer issues with product functionality, reporting, and integrations.
• Write basic to intermediate scripting queries to investigate customer data problems.
• Document solutions in the knowledge base.
• Troubleshoot technical issues, escalating more complex cases to higher-level support or technical teams when necessary.
• Communicate clearly and empathetically with customers, ensuring a positive experience by providing helpful and informative solutions
• Update and maintain the customer support knowledge base with accurate solutions and troubleshooting guides for common issues.
• Collaborate with internal teams to ensure customer facing documentation is always current, reflecting any new product features or changes.
• Assist in improving self-service resources as needed, ensuring easy access to valuable information for customers.
• Work with product, engineering, and customer success teams to elevate customer feedback and technical issues, contributing to product improvements.
• Provide backup assistance for Engineering team in manual testing.
• Act as a bridge between customers and internal teams to keep both sides informed about ongoing issues and solutions.
• Regularly track and report on common customer issues, using insights to suggest process improvements that reduce recurring problems.
• Participate in team meetings and feedback sessions to share learnings and improve overall team performance.
• Stay up to date with product changes and customer support best practices to continually improve customer interactions.
• Demonstrates willingness and ability to support colleagues on specific issues and knowledge sharing.

Connaissances

Verbal communication

Written communication

Problem solving

Customer focus

Formation

Certifications study (Cloud Fundamentals, SFDC)

Outils

Scripting basics

Database basics

Cloud Fundamentals

SFDC

Description du poste

Radicle Health is seeking a Technical Support Specialist to deliver outstanding customer service by resolving inquiries, troubleshooting product issues, and partnering with cross-functional teams to ensure quick, high-quality resolutions.

You will respond via email and virtual meetings, document solutions, and contribute to knowledge base updates while supporting engineering and product teams to improve the customer experience.