Job description
Job Title: Tech Support Specialist
Location: Remote
Work Shift: PST Timezone
Job Description:
The Tech Support Specialist is an essential member of the Support team that provides assistance to customers ranging from transactional questions to complex technical issues by providing solutions and guidance in navigating the platform. The role reports to a Team Lead.
Key Responsibilities:
Create a warm, friendly, and effortless experience when engaging with the customer.
Provide a top-notch customer experience through asynchronous messaging, live chat, phone support, email, video calls, recordings, and help desk software.
Enhance the customer experience by creating guides and walkthroughs.
Document solutions and stay up-to-date with platform updates.
Provide aesthetic and functional solutions to customers when creating and developing websites on the platform, including images, text, audio, video, embedded media, galleries, call-to-action buttons, opt-in forms, carousels, countdown timers, blog posts, SEO, social sharing, site navigation, branding, page scripts, color palettes, theme updates, and more.
Provide insight on billing and plan inquiries by answering questions.
Assist customers with account settings and configurations, including adding users or varying roles, password resets and verification, notifications, privacy settings, and account analytics tracking.
Provide insight and solutions by answering questions about the partner program, commission system, payouts, and guide customers on how to utilize partner links.
Provide insight and solutions by answering questions about the Hero program, verifying milestone achievements, providing reward links, delivery status, address updates, and coordinating internally with the Hero program point of contact for any other inquiries.
Assist customers with creating and configuring email broadcasts, sequences, and newsletters, including setting up custom email domains. Provide insights on email deliverability inquiries.
Assist customers with configuring podcasts, uploading episode transcripts, and addressing questions about SEO, file-type compatibility, RSS feeds, and file size/storage limits.
Provide insight and solutions on the Coaching feature, including session creation, third-party scheduler configuration, customization, and feature management.
Provide guidance on Community features including creation, management, and moderation.
Assist with online course and lesson creation, including uploading video, audio, images, subtitles, multimedia files, compressing media, using templates, categorizing and structuring lessons, and configuring for automated availability. Offer insight on file type compatibility and size limitations.
Assist with pricing configurations across products, including one-time payments, multiple payments, subscriptions, receipts, coupon distribution, affiliate links, and payment integrations.
Provide guidance for mobile app users including troubleshooting, updates, logging, and navigation.
Assist with creating and configuring marketing Funnels and Events, including both basic and advanced automations and opt-in forms.
Provide solutions for using the CRM tool, including segmenting and managing tags, importing/exporting contact lists, managing email subscriptions, and creating/embedding assessments.
Provide insight into analytics such as revenue, subscriptions, opt-ins, page views, product progress, sales, and affiliate data.
Collaborate with Senior Specialists (Tier 2) to provide investigative research for support tickets.
Support the Help Center team with technical context for documentation to ensure accuracy and clarity.
Provide feedback and suggestions to the CX Operations team to improve processes.
Be part of ongoing initiatives to build a world-class support experience.
3+ years of SaaS troubleshooting experience in a fast-paced Technical Support environment.
Rapid learning ability and mastery of web-based software.
Passion for customer support and willingness to help others.
Excellent interpersonal and communication skills, especially under time-sensitive conditions.
Strong analytical and investigative abilities with a desire to go beyond surface-level issues.
Intermediate knowledge of Front-End Web Development (HTML, CSS, JavaScript, Liquid, SEO, RSS) with motivation to improve further.
Experience with CRM platforms and contact list management.
Intermediate understanding of DNS, CNAME, and SSL.
Basic understanding of email deliverability principles.
Solid analytical and troubleshooting skills.
Quick comprehension and adaptability to new concepts.
Team player with strong organizational skills and attention to detail.
Nice-to-have:
- Bachelor’s Degree in MIS, Computer Science, or related field, or equivalent experience.
- Recognized as a high-performing, go-to team member.
- Ability to explain technical concepts clearly to a wide range of audiences.
- Passion for learning and teaching—more emphasis on ability to learn than prior knowledge.
- Self-starter with the ability to work independently while contributing to team goals.
- Willingness to raise and contribute to process improvements.
- Experience using customer support platforms like Zendesk or similar tools.
