Technical Support Representative

Role Overview

• Provide remote technical support to users experiencing software or system-related issues.
• Troubleshoot platform errors, configuration problems, and user access issues.
• Assist users with system navigation, workflows, and best practices.
• Support the onboarding and implementation of new users or teams onto the platform.
• Document issues, troubleshooting steps, and resolutions in the ticketing system.
• Escalate complex technical issues when necessary while ensuring proper follow-up.
• Collaborate with internal teams to resolve recurring technical challenges and improve processes.
• Maintain a high level of customer service while supporting users in a remote environment.

Requirements

• Previous experience in technical support, helpdesk, or software support roles.
• Strong troubleshooting and problem-solving skills.
• Experience supporting SaaS platforms or business software applications.
• Excellent written and verbal communication skills.
• Ability to clearly explain technical concepts to non-technical users.
• Ability to manage multiple support requests in a fast-paced environment.
• Proficiency with the ServiceTitan platform.