[Remote] Customer Service Technical Support

Note: The job is a remote job and is open to candidates in USA. MadCap Software, Inc. is at the forefront of developing best-in-class software solutions for content creation and management. They are seeking a Technical Customer Support Specialist to provide technical assistance, troubleshoot problems, and resolve customer inquiries related to software and hardware.

Responsibilities

• Supports tickets via phone or email queue
• Identifies, investigates, troubleshoots, and resolves customer problems with computer software and hardware
• Fields support calls, chat, email, and/or other communication from users with inquiries regarding software and other technical concerns
• Consults with users to determine steps and procedures taken to identify and resolve the problem
• Applies knowledge of computer software, hardware, and procedures to solve problems
• Guides users through diagnostic and troubleshooting processes, which includes use of diagnostic tools, software, third party software, and/or following verbal instructions
• Collaborates with other team members to research and resolve problems
• Collaborates with other departments to explain errors and/or recommend modifications in software
• Commitment to helping the Support Team achieve its goals
• Performs other related duties as assigned

Skills

• Excellent verbal and written communication skills
• 1+ years working in SaaS software industry
• Must use moderate customer service skills and willingness to go the extra mile when helping customers
• Team player with good interpersonal skills
• Ability to explain technical issues to technical and nontechnical employees and customers
• Work independently and as part of a team in a customer-driven, fast-paced environment where each member of the team is required to maintain department expectations as it relates to customer satisfaction and response time
• Strong analytical and problem-solving skills
• Ability to prioritize assignments provided by Team Lead and Manager
• Proficient with Microsoft Office Suite or related software
• Proficient with or the ability to quickly learn an array of computer hardware and software
• Experience with HTML and CSS are nice to have

Benefits

• Work from home
• Competitive Salary & Annual bonus
• Employer Match for DPSP
• Flexible PTO Policy

Company Overview