Senior Remote Support Specialist - Complex Cases

Allied Tech; Austin (TX); Remote; USD 63,000 - 77,000; Full time

Benefits offered by this job

Fully remote

Health insurance

Dental insurance

Vision insurance

401(k) with match

40 days PTO

Home-office stipend

Advancement opportunities

Job summary

Allied Tech is seeking a Senior Customer Support Representative for the Swing Shift. This fully remote role involves providing customer and basic technical support, resolving escalated issues, and guiding users through solutions with clarity and patience.

You will troubleshoot diverse software issues, document resolutions, and contribute to knowledge base articles while upholding professional brand representation. A strong internet connection and multitasking across systems are required.

Qualifications

• Diagnose and resolve common software-related issues including login errors and account billing resolutions.
• Excellent written communication, including grammar, punctuation, and spelling.
• Able to navigate multiple software systems simultaneously.
• Fast, reliable internet connection and a distraction-free work environment.

Responsibilities

• Provide customer and basic technical support via phone, live chat, ticketing systems, and occasional video calls.
• Resolve complex cases escalated by other Customer Support Representatives.
• Troubleshoot account and software issues for clients’ users.
• Guide users through solutions clearly and patiently.
• Identify patterns in escalated cases and surface insights to leadership.
• Escalate complex cases using structured workflows.
• Document issues and resolutions in internal systems.
• Contribute to knowledge base articles for common and uncommon issues.
• Follow established processes to deliver high-quality support.
• Represent client brands with empathy and professionalism.

Skills

Customer service

Technical support

Communication

Tools

Zendesk

Intercom

Ticketing systems

Job description

Allied Tech is seeking a Senior Customer Support Representative for the Swing Shift. This fully remote role involves providing customer and basic technical support, resolving escalated issues, and guiding users through solutions with clarity and patience.

You will troubleshoot diverse software issues, document resolutions, and contribute to knowledge base articles while upholding professional brand representation. A strong internet connection and multitasking across systems are required.