Senior Remote Support Specialist - Scientific Software

dotmatics; EE. UU.; A distancia; USD 70.000 - 110.000; Jornada completa

Descripción de la vacante

dotmatics is seeking an experienced customer support and success professional to manage cases end to end, including troubleshooting, license changes, and activation, while maintaining strong customer relationships.

You will work across functions to resolve technical and account issues, track engagement, and help improve processes, ensuring high customer satisfaction across time zones.

Formación

• 5+ years in software customer support, success, or account management.
• Experience using a ticketing platform such as Zendesk.
• Ability to manage cases end to end and write clearly.
• Background in sales support or customer success with relationship building.
• Ability to learn technical software quickly and adapt processes.
• Proven remote-work reliability and proactive communication.
• Willingness to work fixed hours across time zones.

Responsabilidades

• Own incoming and escalated cases through resolution, including troubleshooting and activation.
• Provide clear written updates to customers.
• Collaborate with sales, finance, engineering, product, and quality teams.
• Track engagement and account health, focusing on customer satisfaction.
• Share feedback and help reproduce bugs with QA.
• Contribute to projects improving payment collection and support docs.

Conocimientos

Customer support

Account management

Written communication

Remote work

Cross-functional collaboration

Time management

Herramientas

Zendesk

Descripción del empleo

dotmatics is seeking an experienced customer support and success professional to manage cases end to end, including troubleshooting, license changes, and activation, while maintaining strong customer relationships.

You will work across functions to resolve technical and account issues, track engagement, and help improve processes, ensuring high customer satisfaction across time zones.