[Remote] Customer Support Technician - Escalation (General/IT)
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is seeking a Customer Support Technician - Escalation (General/IT) to join their Support team. In this role, you will assist customers with technical issues reputed company to software and products, providing solutions and delivering excellent service across various communication channels.
Responsibilities
- Deliver professional, efficient, and empathetic customer support while maintaining discretion in reputed company communications
- Troubleshoot and resolve customer issues across software and products, including reputed company cases, through to resolution
- Document cases reputed company, communicate effectively across teams, and maintain accurate internal notes and updates
- Contribute to reputed company by using, reviewing, and improving KB articles and resources
- Support broader team efforts including product testing, issue escalation to development, ongoing learning, and occasional on‑site support
Skills
- 1+ year of customer support or service experience
- Strong troubleshooting and problem-solving skills with the ability to diagnose and resolve issues accurately
- Solid understanding of assigned product areas and relevant tools
- Clear written and verbal communication skills, with ability to explain technical concepts to non-technical users
- Strong organizational skills with the ability to manage priorities, multitask, and document work effectively
- Collaborative team player who adapts to change and contributes knowledge
- SaaS experience preferred
- Applied Epic experience is a plus
Benefits
- Remote work opportunity based in the United States or Canada
- Variable or incentive pay
Company Overview