Technical Support Specialist

Employ; United States; Remote; USD 42,000 - 52,000; Full time

Job summary

Employ is seeking a Technical Support Specialist to deliver exceptional, customer-focused assistance for our SaaS products. You’ll troubleshoot issues via email and chat during EST business hours, guide customers through solutions, and document interactions in our CRM.

Your role includes staying current with product updates and providing demos and training materials as needed. You’ll work with a remote-first team, learn our platforms quickly, and help maintain high customer satisfaction through

Qualifications

• 1+ year of proven experience in a SaaS or similar organization providing technical support with a strong focus on customer satisfaction.
• Experience troubleshooting API errors, integration bugs, and other complex technical issues.
• Ability to quickly learn platforms and effectively troubleshoot customer problems.
• Exceptional verbal and written communication skills with a friendly and professional demeanor.
• Strong problem-solving skills and the ability to think critically.
• Customer-focused attitude with a genuine desire to help and assist others.
• Ability to work independently, manage multiple priorities, and thrive in a fast-paced environment.
• Proficiency in using CRM systems (Salesforce experience is a plus!), Microsoft Office Suite, and technical troubleshooting concepts.

Responsibilities

• Respond promptly and professionally to customer inquiries via email and chat support channels.
• Assist customers with troubleshooting technical issues and provide guidance on resolving problems effectively.
• Strive to exceed customer expectations by delivering personalized, attentive, and empathetic service.
• Develop a deep understanding of our products, services, and policies to effectively assist customers and answer their questions.
• Maintain detailed and accurate records of customer interactions, including inquiries, complaints, and resolutions, in the company's CRM system.
• Ensure compliance with standard operating procedures, methodologies, and techniques.
• Follow up with customers to ensure that their issues are fully resolved and that they are satisfied with the outcome.
• Educate customers on how to use products or services effectively, including providing demonstrations and introducing customers to training materials & resources as needed.
• Stay informed about product updates, new features, and industry trends to provide up-to-date information to customers.

Skills

Customer-focused

API troubleshooting

Strong communication

SaaS support experience

Independent worker

CRM experience (Salesforce)

Microsoft Office

Learning new platforms

Problem-solving

Tools

Salesforce

Microsoft Office

Job description

Employ is transforming how hiring gets done. With our three ATS solutions - Jobvite, Lever, and JazzHR - plus cutting-edge AI Companions, we free recruiters from admin work and give them more time for what matters: connecting with people. More than 23,000 global customers rely on Employ to make millions of candidate connections each year, helping them hire smarter, faster, and at scale. From growing startups to the world’s most recognized brands, we’re redefining what’s possible in talent acquisition.

We’re a fast-moving, remote-first team of builders and innovators who live our people-first philosophy every day. We back it up with flexible work scheduling and paid time off, comprehensive benefits, and career development opportunities that help you thrive. At Employ, you won’t just grow your career - you’ll help millions of others grow theirs.

Come join our team where we have each other’s backs, champion our customers, hold ourselves accountable, and shape what’s next in talent acquisition.

About the Opportunity - Technical Support Specialist

We are hiring a Technical Support Specialist to provide exceptional support, troubleshoot technical issues, and deliver tailored solutions to end users. This role supports customers during Eastern Time business hours (9:00 AM–6:00 PM ET). Ideal candidates bring strong customer support and troubleshooting experience with a customer-first mindset. Your regular set of responsibilities will include:

• Respond promptly and professionally to customer inquiries via email and chat support channels.
• Assist customers with troubleshooting technical issues and provide guidance on resolving problems effectively.
• Strive to exceed customer expectations by delivering personalized, attentive, and empathetic service.
• Develop a deep understanding of our products, services, and policies to effectively assist customers and answer their questions.
• Maintain detailed and accurate records of customer interactions, including inquiries, complaints, and resolutions, in the company's CRM system.
• Ensure compliance with standard operating procedures, methodologies, and techniques.
• Follow up with customers to ensure that their issues are fully resolved and that they are satisfied with the outcome.
• Educate customers on how to use products or services effectively, including providing demonstrations and introducing customers to training materials & resources as needed.
• Stay informed about product updates, new features, and industry trends to provide up-to-date information to customers.

About the Team

The Technical Support team is a collaborative, hard-working, customer-facing group responsible for delivering best-in-class support at the most critical moment — when customers go live and need help. As the first point of contact, the team sets the tone for the customer experience by resolving issues efficiently, communicating clearly, and building trust. Their work directly impacts customer satisfaction, adoption, and long-term success.

Details

• Location: Remote (United States)
• Hours: 9:00 AM – 6:00 PM EST

What You Bring

• 1+ year of proven experience in a SaaS or similar organization providing technical support with a strong focus on customer satisfaction.
• Experience troubleshooting API errors, integration bugs, and other complex technical issues.
• Ability to quickly learn platforms and effectively troubleshoot customer problems.
• Exceptional verbal and written communication skills with a friendly and professional demeanor.
• Strong problem-solving skills and the ability to think critically.
• Customer-focused attitude with a genuine desire to help and assist others.
• Ability to work independently, manage multiple priorities, and thrive in a fast-paced environment.
• Proficiencyin using CRM systems (Salesforce experience is a plus!), Microsoft Office Suite, and technical troubleshooting concepts.

Compensation

$41,600 - $52,000 a year

We believe clarity builds trust, so we share the national pay range for this role:

$41,600 - $52,000 per year (USD base salary).

Your final offer will consider your unique skills, experience, and location. In addition to base salary, total compensation may include performance bonuses, equity, and a comprehensive benefits package.

If you’d like more details about how compensation is determined or how benefits factor in, please get in touch. We’re committed to fair, transparent pay and want to make sure you have the information you need.

Why You’ll Love Working Here

• Make an impact: Your work will directly shape how thousands of employees experience total rewards at Employ — ensuring programs that attract, engage, and retain top talent across the globe.
• Meaningful, mission-driven work: Join a team where operational excellence in HR directly supports Employ’s mission to improve hiring outcomes for both people and businesses.
• Remote-first culture: Work from where you’re most productive while staying connected to a collaborative, high-energy team through virtual-first rituals and regular in-person meetups.
• Unlimited PTO: Trust-based time off so you can recharge and bring your best self to work.
• Comprehensive benefits: Medical, dental, and vision coverage to support you and your family’s health and well-being.
• Learning & development programs: Access to training, mentorship, and development resources to grow your skills — from HR operations to total rewards strategy.

At Employ, we believe that when people from different backgrounds and perspectives come together, amazing things happen. We’re proud to be an Equal Opportunity Employer, and we’re committed to creating an environment where everyone feels welcomed, respected, and able to thrive.

We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by law. We believe that when people feel they belong, they can do their best work and we want every member of our team to feel that sense of belonging.

If you need accommodation at any stage of the hiring process, please reach out. We’ll be glad to support you.