Technical Support Representative
(Level 1)

Job Description

We are seeking a full-time, remote Technical Support Representative with 1+ years of commercial software, Level 1 technical support experience to join our U.S. client’s engineering team. The ideal candidate will have strong troubleshooting skills, excellent communication abilities, a customer-centric approach to problem-solving, and a willingness to work outside core business hours.

Our client is a leading provider of commercial refrigeration solutions including its flagship AI software product, which monitors deployed systems, detects issues early, and avoids costly, unexpected repairs. The company innovates in their industry with other critical software including field management, customer relationship management, accounting, and additional operational systems.

Responsibilities

  • Troubleshoot and resolve basic software, network, and hardware issues
  • Identify root cause issues as well as document support interactions, troubleshooting steps, and resolutions accurately in the ticketing system
  • Provide timely responses and resolutions to all inbound customer support (phone, chats, and emails)
  • Follow established troubleshooting procedures and contribute to knowledge base documentation
  • Escalate complex, technical issues to Level 2 support or appropriate teams when necessary
  • Collaborate with internal teams to ensure a seamless handoff of ongoing issues
  • Provide support between the hours of 8 AM to 5 PM HT (GMT-10)

Experience

Required

  • Excellent English verbal and written communication skills
  • 1+ years of experience in a technical support or help desk role for commercial software
  • Basic understanding of software, networking, and operating system troubleshooting
  • Familiarity with ticketing systems and remote support tools (e.g., Freshservice, IBM MaaS360, and Microsoft Intune)
  • Strong problem-solving and multitasking skills
  • Customer-focused mindset with the ability to handle high-pressure situations
  • Self-motivated and able to work independently during non-standard hours
  • Proven delivery experience in a vibrant, fast-moving environment
  • A collaborative approach, a can-do attitude, and a relentless pursuit to attain goals and solve problems
  • Trustworthy, team-oriented, and transparent

Desired

  • Associate or bachelors degree in information technology or a related field (or equivalent experience)

Additional Info

  • Knowing your ideas are heard and matter – think big!
  • You get to own your job and be recognized for your contributions
  • Work with smart and creative people
  • Making mistakes is human. Let’s learn from them. Be transparent!
  • We recognize you as an individual – no presumptions or judgment. Be the extraordinary you!
  • 15 days Paid Time Off (PTO), 1 floating day, 3 sick days, and designated national holidays
  • Start: ASAP

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