> Markdown version of [/jobs/ext/214199-technical-support-specialist](https://www.wearedevelopers.com/jobs/ext/214199-technical-support-specialist). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technical Support Specialist - **Company:** Follett Software, LLC - **Location:** Chicago, IL, United States (Remote available) - **Experience:** Starter - **Contract:** Permanent contract - **Skills:** Software as a Service, System Configuration, Microsoft Office, Software Tools, Salesforce.Com, Information Technology - **Published:** May 30, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=287dcb6c6e1d3492 ## About the Role Do you have experience in Customer communication?, Do you have a Bachelor's degree?, * Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience. * Minimum 1 year of experience, preferred 1-3 years' experience in a technical support role, preferably in a SaaS or software environment. * Experience in customer service, client-facing roles, and technical troubleshooting. * Strong problem-solving, diagnostic, and organizational skills with a detail-oriented approach. * Able to manage multiple priorities in a collaborative environment. * Effective communication and interpersonal skills, including clear written and verbal solution delivery. * Proficient in CRM software (e.g., Salesforce), Microsoft Office Suite, and general technical/software tools. ## Description The Technical Support Specialist (Tier 1) provides product and technical support to Follett's customers, answering complex questions on function and usage of our products via telephone or email. Serves as primary liaison between company and customer. Possesses excellent knowledge of company products used by customers and associated technologies. Operates under general supervision. The role is integral to exceeding our customer's expectations by creating a positive experience with each customer interaction., * Resolves clients' questions or problems over the telephone, email and/or Internet in the areas of system configurations/setup, product functionality and bugs/enhancements. * Serves as primary technical support liaison between company and customer. * Keeps customer informed of how and when problems are resolved. Involved in any additional follow up, testing and troubleshooting. * Responsible for appropriate referral to other support and quality assurance areas. * Ensures a positive, high quality professional service-oriented relationship with the customer by complying with all technical support policies and procedures. * Conveys customer feedback to Technical Support leadership. * Attends team meetings, company meetings and other internal events. * Work within a team environment to facilitate constant improvements on application and technical resolutions, support team processes and procedures improvements and technical tool(s) improvements. Participates in internal projects as required. * Other duties as assigned., * This role is remote and only open to candidates currently located in the United States and able to work without sponsorship. * It requires a suitable space that provides a private and quiet workplace. * Work hours and schedules are set to accommodate the requirements of the position and the needs of the organization and may be adjusted as needed. PHYSICAL REQUIREMENTS * Perform tasks in a home office environment with frequent virtual meetings, communications, and interruptions, requiring effective time management and prioritization. * Prolonged sitting with sustained visual focus on digital screens, requiring the ability to interact at a typical working distance. * Frequent use of keyboard and mouse, involving repetitive hand movements and fine motor skills for typing, navigating, and handling materials. * Occasionally adjust position or move within the workspace to reach, retrieve, or access items, involving bending, twisting, or reaching, and occasionally lifting or carrying items weighing up to 10 pounds. * Travel requirements: Minimal (less than 10%) ## Related Videos - [You’re a great coder? 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