Technical Support Specialist

NetX.; Portland (OR); Remote; USD 45,000 - 65,000; Full time

Job summary

NetX is seeking a Technical Support Specialist to join their team. This entry-level position involves addressing customer issues, collaborating with various departments, and maintaining support documentation. The role offers a dynamic work environment and opportunities for professional growth within a company that values relationships and customer satisfaction.

Benefits

Health, dental, vision, and life insurance

401(k) plan with company contribution

Generous PTO Policy

Company-observed paid holidays

Short-term and long-term disability coverage

Flexible working arrangements

Qualifications

• 2–3 years of experience in a customer-facing product support role.
• Knowledge of cross-platform OS (Linux, Mac OS X, Windows).
• Prior knowledge of Digital Asset Management (DAM) products is highly desirable.

Responsibilities

• Identify and resolve customer technical issues through the support software.
• Record and maintain accurate details of issues in the tracking system.
• Collaborate across departments to resolve customer tickets.

Skills

Troubleshooting

Problem-solving

Customer-centric mindset

Accountability

Education

Associate degree or equivalent work experience

Tools

Zendesk

Adobe Creative Suite

Job description

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NetX is a leading provider of DAM software for the world's top museums, archives, creative teams, and universities. We’re a small and passionate team that believes in building relationships with customers through our software. For over 20 years, we've thrived, and we are now looking for the right person to grow with us as we expand our customer base.

Some of the things you can expect working at NetX…

• Being part of a forward-thinking and collaborative team, with a wealth of industry knowledge, to plan, prioritize, and execute work effectively.
• Diversity of work with exposure to a variety of industries and projects.
• Dynamic, flexible, and fun work environment within a growing company.
• Fully remote role with competitive pay and benefits.

POSITION SUMMARY

NetX is looking for a Technical Support Specialist (Support Tier I) to join their growing team! In this role, you will be responsible for addressing and resolving customer issues submitted through the support software system. NetX is looking for a professional, friendly team player, ready to contribute to a dynamic and collaborative environment.

This opportunity is a great entry point for someone eager to grow their technical skills and who wants to work for a smaller organization and make a big impact. Ready to love your DAM job?

RESPONSIBILITES

• Identify, support, and resolve customer technical issues through the software system in a professional and clear manner.
• Record and maintain accurate and timely details of issues and activity in the request tracking system. (Is there a name for this system?)
• Understand the product to identify, troubleshoot issues, and clearly communicate any bugs to the development team.
• Collaborative across various departments to resolve customer tickets.
• Communicate with customers on status of their tickets in a timely manner.
• Maintain and create internal Support documentation to state processes and policies.

QUALIFICATIONS & SKILLS

• A minimum of 2–3 years of experience in a customer-facing product support role, preferably within a B2B SaaS or enterprise software company.
• Associate degree or work experience equivalent is required.
• Knowledgeable with cross-platform OS (Linux, Mac OS X, Windows) and cross-platform mobile device (iOS/Android).
• Experience using Zendesk or similar ticket software systems.
• Strong background in troubleshooting and methodical problem-solving skills.
• Ability to work proactively and manage ongoing work, while addressing immediate, short-term needs to ensure resolution.
• Ability to translate end-user issues to developers with a customer-centric mindset.
• Takes accountability and initiative to own issues until resolution.
• Ability to document and share knowledge with a professional manager to improve team performance and customer self-service.
• Strong demonstrated judgement on when to escalate an issue or seek additional support.
• Prior knowledge of Digital Asset Management (DAM) products is highly desirable.
• Experience working with digital media and multimedia software such as Adobe Creative Suite, iMovie, and iPhoto is a plus.

BENEFITS

We offer a competitive salary and robust benefits package, including:

• Health, dental, vision, and life insurance.
• 401(k) plan with company contribution.
• Generous PTO Policy.
• Company-observed paid holidays.
• Short-term and long-term disability coverage.
• Flexible working arrangements to support work-life balance

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Software Development and Technology, Information and Internet

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Inferred from the description for this job

Medical insurance

Vision insurance

401(k)

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