Talent Groups$22 $23.75 per hour
�3 Month Contract with potential extensions.
We re seeking a service-driven Technical Support Specialist to assist users of a cloud-based design and visualization platform. The role focuses on responding to customer inquiries, troubleshooting application issues, and supporting subscription and billing requests. Ideal candidates will bring prior SaaS or software support experience and the ability to translate technical details into clear, helpful guidance.
Deliver responsive front-line support through phone, chat, and email to resolve account, billing, and product issues.
Handle an average daily workload of ~25 emails and 10 calls, maintaining service-level targets and high customer satisfaction.
Diagnose and troubleshoot application-related errors, installation challenges, and user-reported bugs.
Support account administration tasks including password resets, licensing, and subscription management.
Document every customer interaction, troubleshooting step, and resolution accurately in the CRM or ticketing system.
Monitor personal queues to ensure timely follow-up on open cases and aged tickets.
Identify recurring issues and escalate patterns to product or engineering teams for review.
Participate in virtual or onsite training over the first 3 4 weeks to master system tools and product functionality.
Contribute to internal knowledge-base updates and recommend process improvements that enhance response efficiency.
Maintain awareness of product releases and promotional updates through continuing education and team briefings.
Qualifications & Experience
Minimum 2 years in a customer or technical support role, ideally within a SaaS or software environment.
Technical Skills:Proficiency with general computer systems and cloud applications; familiarity with design or 3D modeling software (such as CAD-type tools) is a plus.
Experience using CRM or ticketing platforms (Salesforce or similar) and proficiency in Google Workspace or Microsoft Office.
Excellent written and verbal communication, empathy, and the ability to stay composed under pressure.
Strong time-management, attention to detail, and documentation skills.
Bachelor s degree or equivalent combination of education and experience in customer service, technology, or design.
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