Remote Technical Support Specialist (Hybrid Schedule)

Zirrus; Yadkinville (NC); Hybrid; USD 42,000 - 64,000; Full time

Benefits offered by this job

Remote work option

Job summary

Zirrus in North Carolina is hiring a Technical Support Specialist to handle inbound/outbound calls, emails, and chats, serving as liaison with customers. The role offers a Monday–Friday 9:00 am–6:00 pm schedule and a work-from-home option up to three days per week, in a fast-paced casual environment.

You will troubleshoot technical issues, document interactions in CRM, and strive for customer satisfaction while meeting KPIs.

Qualifications

• 3+ years in customer service or technical support.
• Experience with phone, email, chat in a fast-paced environment.
• Ability to troubleshoot and escalate as needed.

Responsibilities

• Manage inbound/outbound calls, chats, and emails; act as Zirrus liaison.
• Identify customer needs, clarify information, assess tech, and research issues.
• Provide levels of technical support and recommended solutions.
• Maintain knowledge of products, services, policies; educate customers/employees.
• Upsell products when opportunities arise.
• Build relationships and deliver excellent customer experience.
• Document interactions in CRM clearly.
• Meet personal and team KPI targets.
• Handle challenging customer dynamics and escalate when needed.
• Other duties as assigned.

Skills

Verbal communication

Written communication

Problem solving

Active listening

Troubleshooting

Customer service

Time management

Technical knowledge

CRM experience

Multi-tasking

Tools

CRM software

Ticketing system

Job description

Zirrus in North Carolina is hiring a Technical Support Specialist to handle inbound/outbound calls, emails, and chats, serving as liaison with customers. The role offers a Monday–Friday 9:00 am–6:00 pm schedule and a work-from-home option up to three days per week, in a fast-paced casual environment.

You will troubleshoot technical issues, document interactions in CRM, and strive for customer satisfaction while meeting KPIs.