Customer Service Technical Support

About This Role

Provide first-call technical support to customers via phone and email, resolving a wide range of issues related to software functionality and product performance. This role requires excellent customer service and technical troubleshooting skills.

Responsibilities

• Provide first-call-resolution technical support to customers via phone and email
• Deliver assistance across all products and issue types, regardless of complexity
• Deliver professional, high‑quality customer service, ensuring a positive experience
• Troubleshoot, diagnose, and resolve issues related to software functionality, connectivity, and product performance
• Participate in product testing, version updates, and rollout initiatives
• Communicate technical issues and solutions clearly, concisely, and effectively to both technical and non‑technical users
• Accurately document all customer interactions and problem resolutions within the CRM system
• Demonstrate strong teamwork through knowledge sharing, brainstorming solutions with colleagues, and proactively communicating common issue resolutions

Requirements

• Minimum 1 year of customer service experience (call center preferred)
• Experience with help desk support or hands-on experience building computers
• Strong verbal and written communication skills in English
• Comfort navigating the Windows environment
• Basic understanding of installation and troubleshooting for Windows-based applications
• High school diploma required
• Customer service oriented
• Call center support
• Technical troubleshooting
• IT support / IT training
• Computer hardware knowledge
• Software installation & Windows navigation
• Ability to give clear direction and guide customers through troubleshooting steps
• Strong ability to explain technical concepts in simple, easy-to-understand terms
• Patient, empathetic, and solution-oriented communication style

Qualifications

• High school diploma required
• Minimum 1 year of customer service experience (call center preferred) or help desk support/hands-on computer building experience

Nice to Have

• Experience using command prompts
• Geek Squad or similar tech support experience

Skills

* Required skills

Benefits