Remote Technical Support Representative

The day-to-day is a steady mix of troubleshooting, clear communication, and problem solving. You will work with customers by chat, email, and phone to diagnose issues, walk them through fixes, and document what you learn. People who thrive here are patient, enjoy figuring out how things work, and feel satisfied when a frustrated customer leaves happy., * Respond to customer inquiries via phone, chat, and email in a timely and professional manner

• Diagnose and troubleshoot software, hardware, and connectivity issues
• Guide customers through step-by-step solutions in clear, non-technical language
• Log, track, and manage support tickets from open to resolution in the ticketing system
• Escalate complex or unresolved issues to Tier 2 support or engineering with detailed notes
• Replicate reported issues to help identify root causes and known bugs
• Contribute to and update knowledge base articles and internal documentation
• Meet service level targets for response time, resolution time, and customer satisfaction
• Share customer feedback and recurring issue trends with product and support teams

Technical Support, Technical Support, Problem Solving Skills, Identify Issues, Communication Skills, Time Management, Software Administration, Root Cause Analysis, Knowledge Base, Documentation, * High school diploma or equivalent; associate or bachelor’s degree preferred

• 6 months or more of customer service, help desk, or technical support experience preferred
• Strong written and verbal communication skills
• Basic understanding of computers, operating systems (Windows and macOS), and networking concepts
• Strong problem-solving skills and attention to detail
• Ability to stay calm and empathetic with frustrated customers
• Comfort learning new software and tools quickly
• Reliable high-speed internet and a quiet home workspace
• Ability to work scheduled shifts, including some flexibility for evenings or weekends

• Medical, dental, and vision insurance
• 401(k) with company match
• Paid time off and paid holidays
• Fully remote work from home
• Company-provided laptop and equipment
• Paid training and onboarding
• Home office or internet stipend
• Career development and promotion opportunities
• Employee wellness and assistance programs

Careerscape is recruiting on behalf of our client, a growing technology company, for a full-time, fully remote Technical Support Representative. This is a great entry point into the tech industry, with hands-on training, clear paths to advance into senior support, escalation engineering, or customer success roles, and a team that values curiosity and helpfulness.