Technical Online Support Specialist (Graveyard Shift)

Luxury Presence; United States; Remote; USD 20,000 - 31,000; Full time

Job summary

Luxury Presence is seeking an Online Support Representative to assist our customers with issues and requests when using our products and services.

You’ll resolve queries, execute website requests, guide users through features, and report product concerns. You’ll work with the Product, Sales and Marketing teams to relay feedback and improve live client experiences, requiring empathy, quick thinking and clear communication.

Qualifications

• Experience as a Technical Customer Support Specialist or similar technical CS role.
• Experience on how website front-end and back-end systems work.
• Technical CMS, HTML, CSS/SCSS, Javascript and database knowledge is a plus.
• Experience using help desk software, remote support tools and other online software (Salesforce, Slack, Asana, Hubspot, Google Drive, ChatGPT, Coda, Canva, Claude).

Responsibilities

• Responding to customer requests and queries in a timely and accurate way, via Salesforce chat and/or email.
• Identifying customer needs and helping clients use specific features of our products.
• Analyzing and reporting product issues or concerns (for example, by testing different scenarios or replicating user issues).
• Emailing clients and providing them with frequent updates.
• Reporting technical issues to the Product Team.
• Sharing feature requests and effective workarounds with team members.
• Gathering customer feedback and sharing it with our Product, Sales and Marketing teams.
• Assisting in training junior Customer Support Specialists
• Supporting and assisting teammates

Skills

Technical CS experience

Front-end & back-end knowledge

HTML CSS JS

CRM systems knowledge

Help desk software

Education

IT/CS degree

Tools

Salesforce

Slack

Asana

HubSpot

Google Drive

ChatGPT

Coda

Canva

Claude

Job description

Luxury Presence is seeking an Online Support Representative to assist our customers with issues and requests when using our products and services.

You’ll resolve queries, execute website requests, guide users through features, and report product concerns. You’ll work with the Product, Sales and Marketing teams to relay feedback and improve live client experiences, requiring empathy, quick thinking and clear communication.