Technical Support Specialist

As a Technical Support Specialist, you will be the first point of contact for customers experiencing technical issues with software platforms and services. You’ll be responsible for diagnosing problems, providing clear solutions, and ensuring a positive user experience through effective communication and timely resolution of support requests.

This is a direct-hire opportunity with our client in the SaaS industry. The ideal candidate is customer-focused, technically proficient, and comfortable supporting users across various software environments. This role offers the opportunity to work in a fast-paced tech company, gain deep product knowledge, and grow into more advanced support or systems roles over time.

Responsibilities

• Respond to incoming support tickets via email, chat, and phone

• Troubleshoot issues related to software functionality, configuration, and user access

• Guide users through setup, configuration, and usage of cloud-based applications

• Escalate unresolved technical issues to engineering or Tier 2 support teams

• Maintain detailed records of support interactions and resolutions in the help desk system

• Assist with the creation and maintenance of user documentation and knowledge base articles

• Provide feedback to development and QA teams to improve product performance and usability

• Ensure high levels of customer satisfaction through timely and effective problem resolution

Qualifications

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field

• 1–3 years of experience in technical support or customer-facing software support

• Familiarity with SaaS platforms, cloud technologies, and CRM/help desk systems

• Strong problem-solving and analytical skills

• Excellent written and verbal communication abilities

• Ability to explain complex technical issues in simple, user-friendly terms

• Experience with SQL, APIs, or web-based technologies is a plus

Job Benefits

• Health, dental, and vision insurance

• Paid time off, holidays, and sick leave

• 401(k) with employer match

• Professional development and certification support

• Dynamic, tech-focused work environment

• Opportunities for advancement into product support, QA, or systems roles

Salary Range

$52,000 – $68,000 annually, depending on experience, technical skills, and industry background.