Technical Support Specialist

Technical Support Specialist
We are looking for a Technical Support Specialist to provide technical support to users of a SaaS platform used by local governments and municipalities. The successful candidate will be responsible for managing incidents, resolving technical issues, and ensuring an excellent customer experience across various communication channels.
Work Arrangement
100% Remote - Advanced English (C1 level)
Schedule
Monday to Friday
8:30 AM 5:00 PM ET
* Responsibilities
Provide technical support via phone, chat, email, and web.
Manage and document tickets and incidents within support platforms.
Investigate, diagnose, and resolve technical issues.
Perform troubleshooting and root cause analysis.
Maintain up-to-date records and track the status of cases.
Assist with configurations and validations using SQL and HTML.
Collaborate with Product and Engineering teams to resolve incidents.
Participate in training sessions regarding internal technologies.
* Requirements
At least 1 year of experience in technical support, Service Desk, or customer support roles.
Experience providing support for SaaS products.
Proficiency with tools such as HubSpot, Zendesk, ServiceNow, Salesforce, or similar platforms.
Knowledge of SQL and databases.
Knowledge of HTML.
Experience in ticket management and documentation.
Strong analytical skills and a problem-solving mindset.
Advanced English proficiency.
Excellent communication and customer service skills.
Preferred Qualifications
Experience working with government or municipal entities.
University degree or equivalent professional experience.
What are we looking for?
We are seeking individuals who are passionate about technology, customer-focused, and capable of solving complex problems in a dynamic environment. If you enjoy helping users and want to be part of a global team, we would love to meet you! Apply by submitting your updated resume.