Technical Support Specialist

Technical Support @ MergeCo

As a Technical Support Specialist, you are dedicated to making sure every customer interaction ends with a solution. You'll be the person our customers turn to when they hit a roadblock, diagnosing technical issues, walking them through the platform, and making sure they have what they need, leveraging our software to help them be successful.

Technical Support Specialists at Inktavo combine deep product knowledge with a hands-on approach to problem-solving. Whether it's feature education, troubleshooting, or simply helping a customer feel heard, your focus is always on getting them back on track quickly and confidently. You'll work with businesses across the decorated apparel, signage, and promotional products industries, helping them get the most out of our platform every single day.

Day in the Life

• Respond to inbound support requests via email and phone, diagnosing and resolving technical issues in a timely manner.
• Take ownership of your tickets in Zendesk, owning the customer experience from start to end.
• Lean on your team and support them in return, sharing knowledge and maintaining a culture of accountability and dependability.
• Look for solutions independently first, taking time to think through the problem before escalating.
• Guide customers through platform features, configurations, and integrations to ensure they are set up for success.
• Investigate and document bugs, escalating complex issues up the team with clear reproduction steps.
• Maintain detailed notes on troubleshooting and next steps on your tickets to ensure an efficient and consistent workflow.
• Identify patterns in support tickets to proactively flag recurring issues and contribute to product improvement discussions.
• Develop and contribute to help center documentation, FAQs, and internal knowledge base articles.
• Collaborate cross-functionally with Customer Success, Sales, and Product teams to advocate for customer needs.

Must Haves

• Bachelor's degree or equivalent work experience in a technical or customer-facing role.
• 1+ years of experience in technical support, SaaS support, or a related field.
• Strong troubleshooting and analytical skills with the ability to break down complex problems clearly.
• Excellent verbal and written communication skills.
• Strong proficiency with Zendesk preferred, or similar ticketing systems.
• Comfortable working with web-based platforms.

Nice to Haves

• Industry experience in a print/signage shop, e-commerce.
• Knowledge of QuickBooks Online
• Familiarity with API integrations.

A Few of the Perks

• Competitive benefits
• Unlimited PTO
• Remote work available for U.S.-based candidates
• 401(k) with employer match
• Paid parental leave
• In-office benefits for those local to Dallas, TX:
• • Catered lunches 
  • Casual office atmosphere & located in the Design District
  • Fully stocked kitchen