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The Technical Support Specialist will investigate and resolve customer technical issues while coordinating with internal teams for escalations. They are responsible for maintaining support documentation and ensuring a high standard of customer care across the platform.
Job Title: Technical Support Specialist
Department: Customer Support
About the Role
UniTriTeam is seeking a curious, solutions-focused Technical Support Specialist to support Socialive’s growing customer base. In this role, you’ll investigate technical issues, guide customers toward resolutions, and coordinate with internal teams when an issue needs escalation. You’ll help make every support interaction clear, considerate, and effective.
Key Responsibilities
Respond to customer inquiries accurately, professionally, and in a timely manner.
Triage and de-escalate inbound support requests while maintaining a high standard of customer care.
Troubleshoot issues across Socialive’s platform, including video, audiovisual setups, networks, and security configurations.
Reproduce and document complex issues so they can be escalated effectively.
Work with Support, Customer Success, Product, and Engineering to resolve issues and keep relevant stakeholders informed.
Maintain support documentation for internal teams and customers.
Help improve support processes, best practices, and peer training.
Advocate for customers and help them get the most from Socialive’s software.
What We’re Looking For
Advanced spoken and written English skills.
3+ years of B2B software customer support experience.
Strong troubleshooting skills, including the ability to assess, reproduce, document, and escalate technical issues.
Experience troubleshooting video, AV software and hardware, and related setups is highly preferred.
Experience diagnosing complex network and security issues.
Clear communication skills, a personable approach, and a collaborative mindset.
Why Join UniTriTeam
At UniTriTeam, we believe people make the difference. We support our clients with talented professionals who become an integral part of their teams. You’ll have the opportunity to solve meaningful technical challenges, support customers directly, and help shape a better support experience.
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