Technical Support Specialist

Netfully; United States; Remote; USD 50,000 - 70,000; Full time

Benefits offered by this job

Flexible scheduling

21 days annual leave

5 paid sick days

Personal development opportunities

Friendly working environment

Job summary

Netfully is seeking a technically minded customer support professional to help customers resolve complex software issues. You will combine direct communication with deep issue investigations and contribute to knowledge base improvements.

Responsibilities include analyzing service data, preparing client-facing information, and writing reports to identify areas for service enhancement. Prior experience in customer service is a plus and scheduling is flexible.

Qualifications

• Upper-intermediate English or stronger.
• Basic understanding of software development processes and computer networks, including internal and external networks.
• Familiarity with networking concepts such as port forwarding.
• Strong computer literacy, communication skills, and accountability.

Responsibilities

• Respond to customer requests and investigate issues that need deeper technical support.
• Analyze service statistics and other data to assess customer support performance.
• Prepare clear written information for customers using relevant software tools.
• Write reports on service results and identify areas for improvement.
• Develop procedures for customer feedback and complaints.

Skills

Customer communication

Troubleshooting

Problem solving

Accountability

Job description

Role overview

Help customers resolve technical issues with software products and services, including complex cases escalated from front-line support. The work combines customer communication and problem investigation with reviewing service data and improving the information and processes customers rely on.

Responsibilities

• Respond to customer requests and investigate issues that need deeper technical support.
• Analyze service statistics and other data to assess customer support performance.
• Prepare clear written information for customers using relevant software tools.
• Write reports on service results and identify areas for improvement.
• Develop procedures for customer feedback and complaints.

Requirements

• Upper-intermediate English or stronger.
• Basic understanding of software development processes and computer networks, including internal and external networks.
• Familiarity with networking concepts such as port forwarding.
• Strong computer literacy, communication skills, and accountability.
• Logical, creative problem-solving skills and flexibility when priorities or conditions change.

Nice to have

• Previous customer service experience.

Benefits and work setup

• Flexible scheduling, with stated working hours of 10:30-19:30 Ukraine time, including a lunch break.
• 21 days of annual leave and five paid sick days.
• The role description also mentions competitive compensation, opportunities for personal development, and a friendly working environment.