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Position : Technical Support Representative

Working Hours : Monday - Friday; 9am-5pm PST
Holidays : local holidays off
Salary : USD 1000 - 2000

Support Shepherd, a headhunter agency specializing in finding top overseas talent for our clients, is seeking a highly motivated and talented individual to join our clients team as their Technical Support.

Requirements

  • You have 2+ years of experience in Customer support for a SAAS (Software as a service) product.
  • You are comfortable with computers, mobile devices, and have a passion for technology.
  • You can effectively communicate technical processes in a manner that is universally understood.
  • Your curiosity, empathy, and logic make you an excellent troubleshooter
  • You are resourceful and make every effort to get through a challenge.
  • You know when something is over your head and you ask for help.
  • You stay positive and thrive under pressure.
  • You possess a mastery of English and are a confident and considerate writer and  speaker.
  • You have the ability to exhibit diplomacy, tact, and grace under pressure when working through customer issues.
  • You are able to make decisions and take action autonomously.
  • You have experience with help desk ticketing/communication technology platforms like Zendesk.
  • You have experience with APIs, JIRA, and Authentication platforms e.g Auth0
  • You have experience in helping customers over email, live chat and virtual meetings
  • You have experience with technical writing and knowledge base article creation.

Responsibilities

  •  Serve as an ambassador for our brand.
  •  Effectively resolve customer enquiries day-to-day in a considerate, polite, succinct, informative and timely manner.
  •  Compose thoughtful, personalized responses for a variety of customer requests.
  •  Triage incoming requests and spot trends in customer issues to flag for the rest of the team.
  •  Identify, reproduce, and document bugs for the product development teams.
  •  Assist the product development teams by testing new features and bug fixes and surfacing customer feedback.
  •  Handoff support issues to your colleagues working in other regions and time zones.
  •  Aid and assist in the creation of knowledgeable articles.

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