Technical Support Associate • Customer Success Raleigh, NC

HTS Technologies; Austin (TX); On-site; USD 42,000 - 64,000; Full time

Job summary

HTS Technologies seeks a Technical Support Associate to help customers maximize the value of our software. If problem-solving is your strength and you enjoy helping users overcome technical challenges, this role offers a fast-paced tech environment.

You will diagnose issues, guide users through resolutions via chat, email, or phone, and collaborate with product and engineering teams to improve our service. Prior SaaS support experience and Zendesk/Jira familiarity are a plus.

Qualifications

• A degree in IT, Computer Science, or related field.
• 1-2 years of experience in a technical support role, preferably in a SaaS environment.
• Strong problem-solving and communication skills.
• Familiarity with remote troubleshooting techniques and tools.
• Ability to diagnose and resolve basic technical issues.
• Excellent verbal and written communication skills.
• Knowledge of the promotional product industry.
• Experience with help desk software (Zendesk, Jira).

Responsibilities

• Offer first-level contact and convey resolutions to customer issues.
• Properly elevate unresolved queries to the next level of support.
• Walk customers through problem-solving processes, either via chat, email, or phone.
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting.
• Document technical knowledge in the form of notes and manuals.
• Maintain relationships with clients to ensure continuous software satisfaction.
• Stay updated on product features and provide feedback to our product and engineering teams.

Skills

Technical support

Problem solving

Communication

Remote troubleshooting

Education

Bachelor's degree in IT/CS or related field

Tools

Zendesk

Jira

Job description

We're actively seeking a Technical Support Associate, a pivotal role geared towards ensuring our customers utilize our software to its fullest potential. If problem-solving is your forte, if you're passionate about helping users overcome technical challenges, and if you thrive in a fast-paced tech environment, we'd love to connect!

Key Responsibilities

• Offer first-level contact and convey resolutions to customer issues.
• Properly elevate unresolved queries to the next level of support.
• Walk customers through problem-solving processes, either via chat, email, or phone.
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting.
• Document technical knowledge in the form of notes and manuals.
• Maintain relationships with clients to ensure continuous software satisfaction.
• Stay updated on product features and provide feedback to our product and engineering teams.

Required Qualifications

• A degree in IT, Computer Science, or related field.
• At least 1-2 years of experience in a technical support role, preferably in a SaaS environment.
• Strong problem-solving and communication skills.
• Familiarity with remote troubleshooting techniques and tools.
• Ability to diagnose and resolve basic technical issues.
• Excellent verbal and written communication skills.
• Knowledge of the promotional product industry.
• Experience with help desk software (e.g., Zendesk, Jira).
• Certification in relevant IT fields is a plus.